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How to Restrict Organization Ticket View in Customer Portal
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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 to Give a Permission to an End User to View Other Tickets Raised by his Colleagues in his Company.
Managing organization ticket view setting
- Go to Admin > Settings > General.
- In the General settings tab, scroll down to the Organization Ticket View section.
- 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.
- 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.
To manage the organization tickets view setting, users must have the Manage Settings permissions enabled.
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