When an agent opens a ticket for a customer, it does not appear on the customers portal.

[Chris Thomas]

Example:

I notice Customer Sam needs a new PC. I create a ticket to build and drop in a new PC for Sam and make him the reporter. However when Sam goes into the portal, it does not show up as one of his tickets.

Is there some way I can make it so tickets opened by agents will show up under the reporters portal?

[Joshua Sneed Contegix · Accepted solution]

Hey Chris,

It is necessary to populate the Customer Request Type field (on Server) and to set the Reporter to the customer for the issue to appear in the portal for that customer. The field might be named different on Cloud. Cheers!

[Chris Thomas]

This was exactly it. Thanks for your help!