Customer added in the organization is not seeing the ticket within the organization

Yenchi Cheng

I have an organization set up with a few people from the same company. Our agents have created some tickets for them and then added this organization in the ticket screen, even changed the reporter to the users within this organization.

But somehow those tickets are not shown in the customer portal. So the users from this organization seem to not be able to see those tickets made by us. Is there any issue in this scenario? or is it just not working like how we expect? or anywhere I can configure it right for this scenario? 

Dirk Ronsmans

Hi @Yenchi Cheng ,

Those tickets, do they have a (Customer) Request Type associated with them?

Besides setting the Organisation on their Organisation (basically doing a share with) this is a prerequisite for the tickets to show up on the Portal.