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.

Check these, in order

1. Is shared visibility on for that organisation? It is off by default.
2. Is the person actually in the organisation? Often the real answer.
3. Is the colleague's ticket in that organisation? A ticket can be raised without one.
4. Are they signed in? The portal shows nothing to an anonymous visitor.

The usual cause

The person is not linked to the organisation. They wrote in from a personal address, or from a domain that was never mapped, so their record sits outside the company entirely.

Check that before changing any setting.

The second cause

The colleague's ticket has no organisation on it. Tickets get their organisation from the requester at the time they were raised, so a ticket created before the mapping existed keeps the gap.

Turning it on

Set it on the organisation, choosing whether members can see all tickets or only their own. It applies to tickets from that point in the way the setting describes, so check an older ticket separately.

Think before switching it on

Everybody 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 at one 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 actually get.

See also

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