Work log is not available to customers as the information might not be relevant / sensitive, however public comments and transitions (eg: change status to "escalating to level 2 support") are visible to the customer. You can use those to keep customers informed.
Thanks for your time in replying. I understand in some situations privacy is required for the work log. In our situation it is absolutely required for reporting back to the customer. To put the information in comments would mean we loose time tracking, which we use to manage time spent on a client's work.
Is 'work log visible in client portal' a feature which is/could be added to the development road map?
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