Clients can no longer view tickets

Hello Rasmus,

This happens most of the times when you have multiple brands on your account, and your end-users are using a different brand than in which they have logged their tickets.

Alternatively, the second most likely reason is that the tickets have internal comments only.

For more info, see this article: Why are tickets missing from My Activities in the Help Center?

Hope that helps.

Hey JJ,

Thank you for the reply! Sadly this did not seem to solve the issue. Looking at how the brands are setup in our zendesk, everything seems to be in order. The end-users are correctly added to their respective brand. As well as using the correct mail to send their request. If i try and «assume» the identity of one of the clients, «my activities» are still empty. Also none of the tickets are made up of just private comments. 

This wasn't an issue before, but recently we had an issue with the amount of zendesk agents in our package, so some agents were removed. But they've been added back. Could there be any issues there? 

Looking forward to hearing from you! :) 

Hello Rasmus,

It seems there seems to be another issue going on with your account.

I will open a separate ticket for you so we can investigate.

Hi JJ,

Am hoping to see if you could help me here. I am also having the same issue as Rasmus - my clients are unable to view their own tickets in Zendesk and their "My Activities" pages are blank.

Your first trouble-shoot response to Rasmus unfortunately did not help me fix this either.

Need to ensure that our customers can view all their support tickets they have logged. Any chance you could please help me with this?

Thank you, looking forward to hearing from you.