Why are tickets missing from My requests in the help center?

Why are tickets missing from My requests?

Tickets can be missing from the customer portal for different reasons.

The ticket belongs to a different brand

If an account has multiple brands and the visibility of requests is configured to one brand only, you can submit the ticket under a different brand that belongs to the same account.

Verify that the missing tickets belong to the correct brand. If the brand is incorrect, update that value for non-closed tickets.

Then, ensure that customers sign in to the correct brand of the help center to view the ticket.

The ticket was created through messaging without a public transcript

If a ticket was created through messaging, it only appears in the help center if you set transcripts to Public. Alternatively, if you add a public email comment to the messaging ticket, it also appears in the help center.

The ticket contains only private comments

The help center is designed for end users only and only shows public comments. Tickets that contain only private comments don't appear under the customer portal in the help center. Agents can work from the standard agent interface rather than the help center to access all applicable tickets.

For more information, see Understanding when email replies become public or private comments.

Note: All email addresses must be verified in order to display the Requests page. If you have an unverified email address, you'll be prompted to verify it before you can continue.