Unable to Find Ticket in Customer Portal

You cannot view other brand tickets in the customer portal. All brand tickets are visible only in the agent portal. To view other brand tickets in the customer portal, you have to log in to that particular customer portal.

For example:
If a ticket with ID #1 is created via the customer portal under Brand A, and another ticket with ID #2 is created under Brand B, then both tickets will be visible in the agent portal. However, ticket #1 is only visible in the Brand A’s customer portal, and ticket #2 is only visible in the Brand B’s customer portal.

Some more cases where the ticket is not visible in the customer portal are:

1. Verify whether the email ID matches exactly with the requester’s email. It is common for some users to use their personal email ID with the same name. This also applies to the people who were CCed on the ticket.
2. If the created ticket is verified in the customer portal of one brand, it will not be displayed in the portals of other brands. You can also
   impersonate and verify, but the impersonated URL must exactly match the URL of a particular brand.
3. If the ticket is marked as private, it will not be displayed in the customer portal.