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:

1. Open up the ticket in question and confirm the correct Contact & Company are associated with the ticket

2. Confirm the contact details are correct

   1. 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