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.
7 comments
Jonathan Cavey
Is it still not possible to allow end users to see all of their tickets(from different brands) in one view?
0
Dave Dyson
Hi Jonathan –
I don't believe anything has changed on this. I'd suggest posting in our Feedback on Guide to provide visibility to the community and our product team. Looks like you've posted in our product feedback threads before (and thank you for taking the time to do so), but for anyone else reading this, it's always a good idea to check out our best practices here: Product feedback guidelines & how to write a good feedback post
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MRB
I also need to see activities across all brands
1
Pete Beckmann
I also need to see activities across all brands.
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Jenn Hill
If an end user uses our support email address to enter a support ticket instead of submitting a ticket through the Help Center, is there a way to have that ticket show up in the Help Center under their activities?
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Brett Bowser
AFAIK this should work by default regardless of where they create the ticket from. Are you unable to see email tickets under My Activities? Do you have multiple brands set up on your account?
Let me know!
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Brittany Mandel
My activities haven't updated in 2 months. Any advice on what might be going on? The comments are public and I only have one brand.
0