Reply to request not added to customer portal

Reply to request not added to customer portal

When I reply to a request, it does not add the entry to the customer portal information for that user.  Only if I comment does it add the comment to the portal.

Is this correct ?

I was hoping to use the portal for all information on requests but it is natural for an agent to hit reply not comment so those do not get stored on the portal.  Its a bit different than other support systems I've worked with.