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

Question

I'm unable to find a specific ticket ID under My activities in the help center. Why are tickets missing from My activities?

Resolution steps

Tickets may be missing from the help center Customer portal for different reasons.

The ticket was submitted to a different brand

If your account has multibrand, the user may have submitted the ticket under a different brand associated with the same Zendesk account.

Verify that the missing tickets are associated with the correct brand. If the brand is incorrect, it's possible to modify that value for non-closed tickets.

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

The ticket was submitted through messaging without a public transcript

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

The ticket is made up entirely of private comments

The help center is designed for end users only and only shows Zendesk public comments. Zendesk tickets that are made up entirely of private comments won't display under the Customer Portal in the help center. It is recommended that agents work from the Agent Interface rather than the help center so they can access all applicable tickets.

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