Why does my customer not see their colleague's tickets

Shared visibility has to be switched on, and it depends on the customer being in the organisation at all.

Shared visibility has to be switched on, and it depends on the customer being in the organisation at all. The setting is Can view all org tickets, in the Users field on the organisation.

Why can my customer not see their colleagues' tickets?

• A customer sees only their own requests in the portal, not their colleagues'.
• One person in a company sees everything and another sees nothing.
• Older tickets are missing from the list while recent ones appear.

Check these, in order

1. Is the person in the organisation? Often the real answer, and worth checking before you touch a setting.
2. Is the colleague's ticket in that organisation? A ticket takes its organisation from the requester at the time it was raised, so one created before the mapping existed keeps the gap.
3. Is shared visibility on? The organisation needs Can view all org tickets.
4. Are they signed in? The portal shows nothing to an anonymous visitor.

The first two account for most of it. Somebody who wrote in from a personal address, or from a domain that was never mapped, sits outside the company entirely and no setting will help them.

Two rules sit behind that first question, and both produce a person who looks like they should be in the organisation and is not. Domain mapping does not reach backwards: somebody who submitted a ticket before the mapping was configured has to be added by hand. And where the same domain is mapped to two organisations, new users go to the alphabetically first one only, which is rarely the one anybody had in mind.

The organisation setting overrides the person

This is the part that catches admins out. If the two disagree, the more permissive one wins. Restricting somebody to their own tickets in their user profile does nothing while their organisation is set to view all: they will still see everything.

You can grant it to individuals instead

If shared visibility is right for a few people and wrong for the rest, invert it. Set the organisation to Can view own tickets only, then give the specific people Can view all org tickets in their own profile.

That is the answer for the common awkward case: a customer where two managers should see everything and the other forty should not.

Commenting is a separate choice

Alongside the visibility setting there is and add comments. Seeing a colleague's ticket and being able to write on it are different permissions, and the second one changes who the conversation is with.

Think before switching it on for everybody

Everyone in the organisation will see what their colleagues wrote, including complaints and anything personal they mentioned. For a team using your product together that is helpful; for individuals who merely share an employer it can be a disclosure.

Test as the customer

Sign in as one of them and look. It is the only check that reflects what they get.

See also

• Creating and managing organisations
• Automatically adding users to an organisation by domain
• Request visibility across brands