Why are tickets missing from My Activities in the Help Center?

Issue Symptoms

Unable to find a specific ticket ID under My Activities in the Help Center.

Conditions

• Tickets are missing from the list of My Requests
• User accessing My Activities is an agent or an end-user

Resolution

Ticket submitted to a different brand

If your account has multibrand, the ticket may have been submitted under a different brand associated with the same Zendesk account. For more information, see the article: Setting up multiple brands (Professional and Enterprise).

Verify that the missing tickets are associated with the correct brand. If the brand is incorrect, this can be modified on open tickets. Otherwise, the customer will need to ensure they are logged into the correct brand's Help Center to view the ticket. 

Ticket has all 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 will not display under My Activities 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.

Note: Accounts that have Guide Lite will not allow customers to access their tickets through My Activities.