Customer Portal request visibility - Creator vs Reporter

Question

I discovered that my customers are unable to view tickets in the Customer Portal when they are the ticket reporter but not the ticket creator. This use case comes up most often when they send me a Slack message with an IT request and I create a ticket on their behalf. I choose them as the Reporter when I'm creating the ticket. This has never been a problem with other ticketing systems.

How can I make tickets visible to ticket reporters in the Customer Portal?

unknown · Answer

The person requesting support should create a request in the portal but they always revert to sending me a slack message. I then create a request for them in Slack by using the Jira/Slack integration (instead of asking for the tenth time that they use the portal). I set them as the requester but they can't see the request in the portal because they aren't the ticket creator.

Nic Brough -Adaptavist- · Answer

What do you mean by "ticket"?

Do you mean the customer's request or the agent's issue that is paired with it?

In general, the creator is the person who typed it in, the reporter the person who was asking the question (so when you ring your bank and tell them there is a problem, you are the reporter, but the agent at the other end is the one doing the typing)

To make a request available to a reporter in the portal, you need to make a request, not just create an issue.  Customers can only see the request part of the issue.