Unable to view tickets in customer portal

[erika]

Hi,

Our client reported that he is not able to view some tickets in their customer portal. Others he can view without any trouble. The tickets are in different statuses and we are not able to troubleshoot why he is not able to see them. Can you please advise? Screenshots attached show the customer view and what we can see internally. ?

[Angélica Luz]

Hello Erika,

Thank you for reaching out to Community!

For a ticket to be visible in the portal, the first thing to check is the request type (if it’s a classic project). The request type is what makes it visible for customers and also what triggers notifications for them.

If the request type is filled or if it’s a next-gen project, it’s necessary to check if the customer has permission to view the ticket. 

To view a ticket they must be the reporter, participant, or member of an organization (in case the ticket was shared with an organization). 

Can you please check if the customer is listed as a participant? 

If it was shared with an organization, confirm if the customer was added to the org as well.

Kind regards,
Angélica