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 · Accepted solution]

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.

[Yenchi Cheng]

Ah ok, so if we raised the tickets for the customer, we have to change the customer request type so it would be shown on the portal. 
Thank you very much Dirk!