In BoldDesk, contacts can view tickets they have created and tickets where they are added as CCs from the customer portal. Additionally, they can view tickets submitted by the members of their contact groups. To enable this, contacts should be added to contact groups and allowed to view tickets created by other members of their group.

How Ticket Visibility Works in the Customer Portal

Contacts can see tickets in the Customer Portal based on the following rules:

• My Tickets – Tickets created by the contact
• Tickets I’m CC’d On – Tickets where the contact is added as a CC
• My Organization Tickets – Tickets created by other contacts in the same contact group (when enabled)

The My Organization Tickets section is visible only when the contact is part of a contact group with the View All Tickets option enabled.

Adding Contact to a Contact Group

You can add contacts to contact groups in two ways:

1. From the contact profile
2. From the contact group profile

From the Contact Group Profile

1. Go to the Contacts module and select Contact Groups.

2. Open the contact group you want to update.

3. Click Add Contact then choose to add either new or existing contacts.

4. Select the contacts from the dropdown menu and click Add.

5. Turn on the View All Tickets option to grant a contact permission to view tickets raised by colleagues.

6. Click Save to update the settings.

   
   
   

From the Contact Profile

You can add a contact to a group when creating, editing the contact or from their profile page.

1. Navigate to the Contacts module > Contacts to see list of contacts.

2. Select a contact and open its profile page.

3. Move to the Contact Group tab and click Add Contact Group.

4. Select the contact group from the dropdown menu and click Add.

5. Turn on the View All Tickets option to grant the contact permission to view tickets raised by colleagues.

6. Click Save to update the settings.

   
   
   

Viewing Contact Group Tickets

These tickets are listed under the “My Organization Tickets” section in the customer portal.

Adding Contacts to Multiple Contact Groups

Contacts can be added to multiple contact groups when the Multiple Contact Groups feature is enabled in the general settings. To enable this feature:

• Go to Admin module >> General Settings.
• Find Multiple Contact Groups section and mark the Allow contact to be part of more than one contact group option.
• Click Update to save changes.

Explore further instructions about How to Use Multiple Contact Groups.

To add contacts to a contact group, both the Create and edit contacts and Create and edit contact groups permissions must be assigned to an agent.

Viewing the CC’d Tickets

These tickets are listed under the “Tickets I’m CC’d On” section in the customer portal.

It displays support tickets where the user is included as a CC (carbon copy) recipient, allowing visibility into conversations and updates without being the primary requester.

Use Cases

• Enable team-based ticket visibility for departments
• Allow managers to monitor tickets raised by their team
• Reduce duplicate tickets within an organization
• Improve collaboration without sharing agent credentials

Troubleshooting

• Contact cannot see “My Organization Tickets”

  • Confirm the contact is added to a Contact Group
  • Verify View All Tickets is enabled for that group
  • Ensure the contact is logged into the Customer Portal

• Contact sees only their own tickets

  • Check whether the contact group permission was saved
  • Confirm the ticket was created by another member of the same group

• Agent cannot manage contact groups

  • Verify the agent has required Contacts permissions

Frequently Asked Questions

1. Can contacts view tickets across different contact groups?
   No. Contacts can view tickets only within contact groups where View All Tickets is enabled.

2. Can contacts see internal agent notes on shared tickets?
   No. Internal notes are visible only to agents, not contacts.

3. Is ticket visibility shared automatically when a contact is added to a group?
   No. The View All Tickets option must be explicitly enabled.

4. Can contacts remove themselves from a contact group?
   No. Contact group membership can be managed only by agents or admins.

Related Articles

1. Contact and Contact Group Overview
2. How to Add and Remove Contacts From a Contact Group