Possible queries:

How do I view tickets of my company?

Why can't I see the ticket field for filtering in portal?
Few tickets raised are missing from the customer portal
Error while applying filters in 


Resolution path:


  • Validate account URL and details from Freshops.

  • To check the progress of tickets, the list view can be accessed once the user logs into the customer portal. The end customer would be able to filter tickets with the help of three default views - All tickets, Open or Pending, Resolved or Closed, with sorting options for the tickets listed. In case the customer is unable to find a certain ticket listed there, they can check the All tickets view as it lists all submitted tickets irrespective of the current status.

  • If the account's plan has multiple companies feature, a single contact can be associated with more than one company and they can also filter tickets belonging to a particular company or any.

    If a particular user requires access to view all tickets submitted by other users in the same company, the option to view all tickets has to be enabled, as mentioned in this article. Apart from filtering their own tickets, they can filter tickets raised by other users as shown below:



    If the customer has issues with the visibility of certain tickets, or if users cannot view all tickets raised in their company despite the option being enabled, check for the company association in the tickets, settings in their contact profile and validate it by assuming identity of the contact. If the query is unresolved, an L2 can be raised with a detailed analysis.

  • We recently rolled out the option to set up Advanced ticket filters in the customer portal. For older accounts, you can check if the feature advanced_portal_ticket_filters can be enabled from Freshops. For newer accounts, it is available for Pro & Enterprise plan.  Refer to this article for more details on the feature.

    As mentioned in the article, only dropdown or dependent fields are filterable, including the default Status field. If you use multiple ticket forms on the customer portal, ensure these fields are associated with a form.

  • In case of any issues or errors while applying filters or filtering tickets, verify the fields and settings in the account, rule out cache issues. Obtain HAR file from the user and check for the error in the logs using the x-request-id for the PUT call.

    Get Occasional agent access to assume the identity of the user to verify if it is replicable with the access and check for errors in logs. Raise L2 ticket for further troubleshooting or datafix.

  • We provide an option to export tickets for the users from the portal - in CSV and Excel format. When choosing the Excel option, the exported file will be in .xls format by default. This is an older format, and might throw warning/error when these files are opened in newer versions of Excel (similar to the image attached).



    If any customer reports this issue, an L2 ticket is not required and can be resolved by adding the following launch party feature to the account - customer_portal_ticket_export_format_xls_to_xlsx. This will start exporting the files in .xlsx format and this error would stop coming up.for customer portal. This can be added by pinging in the regional Slack groups.

    Similarly, for agent portal export taken, the LP is ticket_export_format_xls_to_xlsx