Why can’t my Partner see a certain ticket in their customer portal?
What a partner can see or not see is determined by the Company associated with the Ticket and the Contact record.
If the company associated with the ticket is different from the company associated with the Contact record, they will not be able to see the ticket.
If the Contact associated with the ticket is incorrect (commonly a typo in the email address)
Troubleshooting steps:
Open up the ticket in question and confirm the correct Contact & Company are associated with the ticket
Confirm the contact details are correct
If a contact is trying to view a ticket submitted by another contact in the customer portal. Both contacts must have the same Primary Company