Track Email replies as portal activity

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Posted on by Danish365

Hello Folks,

When the customer service agent respond to case via email How can we ensure that the activity is visible/updated on the case view from customer portal.

Consideration IS if a case is responded both as a portal comment AND/OR Email (by Customer or the agent) it would not become a consolidated activity thread.

Danish

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LeoAlt 16,331 Moderator on at

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Hi Partner,

Actually portal comment and email are two different type of activities, so they won't be consolidated. But they could be shown on portal case form both.

To let the portal show all the activities you need in timeline, you need do the following steps.

1.Go to Settings->Customizations->Customize the System->Activity->View->Portal Timeline View.

Move the activity type you want to show in timeline to "Selected Values".

2.Go to Portal->Sit Settings, find "CustomerSupport/DisplayAllUserActivitiesOnTimeline", set the value to "true".

Then we go back to portal case form and have a look.

Here it is, portal comment and email are all shown in the timeline successfully.

Hope it helps.

Best Regards,

Leo

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