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"View All Company Ticket" Inconsistent Behavior

  • August 12, 2026
  • 1 reply
  • 5 views
chrisCT
Apprentice

Hi everyone,

I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.

We have customers who are configured to view all tickets belonging to their company.

However, we're seeing different behavior between customers:

  • Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Selecting this option populates ALL tickets belonging to their company.
  • Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” (All) option.
  • Because of this, B and C are unable to select a single option to view all company tickets.

This functionality worked previously for Customer B and Customer C, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.

What we've tried

We verified that B and C have the permission to view all tickets belonging to their company.

We also tried:

  1. Disabling the company-wide ticket visibility permission.
  2. Saving the contact.
  3. Re-enabling the permission.
  4. Saving again.
  5. Logging out and back into the Customer Portal.

Unfortunately, this did not restore the “All” option.

Question

Is there another setting or contact/company configuration that controls whether “All” appears in the Created By filter?

Or is this potentially a Customer Portal bug/regression?

I'd especially appreciate any insight from anyone who has a customer where the “All” option works and another where it doesn't. We'd like to understand what differs between the two configurations.

Thanks!

Best answer by Arputha G

Hi ​@chrisCT 

Greetings from Freshworks Community!

Thanks for reaching out regarding the company-contact association and the behaviour noticed on the customer portal.

Usually, if this is an issue with all the customers in your account, we’d have to check this setting under Admin > Portals > edit > manage sections > Ticket > enable the below option:

However, since the filter works fine for Customer A, and not for Customer B and C in the same Freshdesk account, could you check if Customer A is associated with multiple companies with the "View All Company Ticket" option enabled for all the associated companies?

If neither of this is the case, we’d request you to share more details of the customers and your account details over DM with us so we can create a ticket for the same and get to the bottom of the issue for you.

 

Regards,
Arputha
Freshworks Community

    1 reply

    Community Manager
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    • Arputha GCommunity Manager
    • Community Manager
    • Answer
    • August 31, 2026

    Hi ​@chrisCT 

    Greetings from Freshworks Community!

    Thanks for reaching out regarding the company-contact association and the behaviour noticed on the customer portal.

    Usually, if this is an issue with all the customers in your account, we’d have to check this setting under Admin > Portals > edit > manage sections > Ticket > enable the below option:

    However, since the filter works fine for Customer A, and not for Customer B and C in the same Freshdesk account, could you check if Customer A is associated with multiple companies with the "View All Company Ticket" option enabled for all the associated companies?

    If neither of this is the case, we’d request you to share more details of the customers and your account details over DM with us so we can create a ticket for the same and get to the bottom of the issue for you.

     

    Regards,
    Arputha
    Freshworks Community

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