How to Control Organization Ticket View in the Customer Portal
To manage tickets access for customers within the same organization, admins can enable or disable the Organization Ticket View setting. This feature allows you to control whether customers can view each other’s tickets in the customer portal, ensuring privacy.
To allow specific users to view each other’s tickets without granting full admin access, refer How Contacts Can View Tickets Submitted by Other Contacts.
Managing Organization Ticket View Setting
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Go to Admin > Settings > General.
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In the General settings tab, scroll down to the Organization Ticket View section.
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By default, the Allow customers from the same organization to view each other’s tickets in the portal option is enabled. To disable this option, unmark the checkbox next to it.
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Click Update to save the changes.
- If the option is disabled, end users will only be able to view the tickets submitted by themselves and the tickets they have been CC’d.
- For tenants with HIPAA compliance enabled, this permission is automatically disabled to prevent the sharing of sensitive health information. In such cases, customers can only view their own tickets to ensure privacy and regulatory compliance.
Contact Group Scoping (Restrict Visibility to a Contact Group)
To ensure users only see tickets within their Contact Group (and not across the entire organization), both of the following settings must be configured:
1. Organization Level (Prerequisite)
Admin → Settings → General
Enable: “Allow customers from the same organization to view and collaborate on each other’s tickets.”
- This acts as a master switch. If disabled, users can only see their own tickets (Contact Group settings will not take effect).
2. Contact Group Level (Access Scope)
Admin → Contacts → Contact Groups → [Select Group] → Profile → Contacts tab → “View all tickets”
- If Enabled: Users can see
- Their own tickets
- Tickets where they are CC’d
- Tickets created within their Contact Group
- If Disabled: Users can see only
- Their own tickets
- Tickets where they are CC’d
Even when the organization-level setting is enabled, users are restricted to their Contact Group. They will not see tickets from other groups or the entire organization.
To manage the organization tickets view setting, users must have the Manage Settings permissions enabled.
Frequently Asked Questions
1. If Organization Ticket View is disabled, can customers still see CC’d tickets?
Yes. Customers can still view tickets where they are CC’d, even when Organization Ticket View is disabled.
2. Does Organization Ticket View automatically grant full Organization-wide ticket visibility?
No. Organization Ticket View is a master switch, but visibility can still be restricted by Contact Group depending on Contact Group configuration.
3. Why don’t my Contact Group “View all tickets” settings work?
If Organization Ticket View (the organization-level master setting) is disabled, Contact Group “View all tickets” visibility will not take effect.
4. What happens when HIPAA compliance is enabled?
Organization Ticket View is automatically disabled, and contacts can view only their own tickets (and tickets where they are CC’d).
5. Who can change the Organization Ticket View setting?
Only users with the Manage Settings permission can update Organization Ticket View.
6. If Organization Ticket View is enabled, can a user see tickets from another Contact Group?
No. Users are restricted to their Contact Group and do not see tickets from other groups.
