Email from requester does not show on requester's Self-Service Portal

Email from requester does not show on requester's Self-Service Portal

Hi there,

I have an issue and look forward your support.
Whenever a requester sends an email to helpdesk@domain.com, our technicians can see the ticket normally.
However, from the requester's self service portal, the request does not show on his/her self-service portal.

May you please help?

Thank you
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