Organizations in the portal

Customers who belong to an organization can see their colleagues’ requests in the customer portal. You decide how much they see.

Choose what members see

1. Open Organizations and select the organization.
2. Under In the customer portal, members see, choose:
   • Workspace default.
   • Only their own requests.
   • All requests of the organization.
   • All except some types or queues: then pick the conversation types and queues to leave out.
3. Turn on Include child organizations to also show requests of its child organizations.
4. Select Save organization.

The workspace default is under Settings → Channels → Portal → Organizations: What members of an organization see (only their own requests, the default, or also their colleagues’ requests) and Members also see requests of child organizations.

In the list, each colleague’s request shows who asked (“from Anna”). A guest who opens a request from an email link still sees only that request.

Who may answer for colleagues

Colleagues’ requests are read only. The page says This is a colleague’s request. You can read it but not answer it. The customer cannot reply, mark it as solved or rate it.

To let a member do this, open the organization, find them under Members and turn on Can reply for the organization. That member can then reply to, solve and rate colleagues’ requests, in the organization and its child organizations. Their replies show under their own name.

People with the Edit customers permission (Agents and above) can change these options.