# Organization and ticket scope in Client Portal

This explanation is for **administrators** and **integrators**: how organizations in Constructor relate to what a **Support Portal** user sees on **My tickets**.

## Why organizations exist

In B2B, one company often has **several** portal users. Each user is linked to **their own** client card in ConnectiveOne, but all of them can belong to one **organization** (for example, “Acme Ltd”).

An organization in admin UI is a **group of client cards**, not a portal user account.

| Concept | Who manages it | What it is |
| --- | --- | --- |
| **Organization** | Administrator in Constructor | A group of clients (`OpClients`) |
| **Client (card)** | System / operator / registration | Record linked to a portal user |
| **Portal user** | Registration or admin | Signs in to Support Portal; does **not** edit organizations |

Step-by-step group management: [How to manage organizations](/en/clientportal/how-to/manage-client-portal-organizations.md).

## Two configuration layers

### 1. Organizations page (Constructor)

Feature flags under **Instance settings → Client Portal**:

- **Client Portal settings (Constructor)** — base Client Portal section.
- **Client Portal organizations (Constructor)** — **Organizations** page (create, assign clients, deactivate).

Without the second flag, administrators do not see **Organizations** in the menu.

### 2. Organization ticket access (instance)

A separate flag enables **shared ticket visibility** in the portal.

| Organization ticket access | Organization **active** | Client in organization | What the portal user sees on **My tickets** |
| --- | --- | --- | --- |
| Off | any | yes / no | Only tickets for **their** linked client |
| On | yes | yes | Tickets for **all clients** in that organization |
| On | **no** (deactivated) | yes | Only tickets for **their** client |
| On | — | **no** (unassigned) | Only tickets for **their** client |

**Deactivate** is the safe way to turn off shared visibility without removing clients or portal users.

Turning on organization ticket access affects **all** portal users in active organizations. Enable it only after assigning clients and checking **Visibility preview** on the organization card.

## What reporters see

- Reporters do **not** open **Organizations** in Constructor or change groups.
- When organization ticket access is **on** and the organization is **active**, **My tickets** may include colleagues’ requests from the same organization (same filters and search, wider row set).
- When access is off or the organization is inactive — the list is as before: **only their own** tickets.

Tell company users about this before enabling organization ticket access so colleagues’ tickets are not mistaken for a bug.

## Visibility preview for administrators

On the organization card in Constructor, **Visibility preview** shows:

- **Ticket scope** — **Client only** or **Organization** (effective mode given the flag and organization status);
- counts of clients, portal users, and tickets within the organization.

Use it **before** enabling organization ticket access on the instance.

## Typical B2B flow

1. Create organization “Acme Ltd” and assign employee client cards.
2. Confirm **Visibility preview** shows expected numbers.
3. Enable organization ticket access on the instance (with customer agreement).
4. Each employee on **My tickets** sees requests from colleagues in the same organization.

## Related

- [How to manage organizations](/en/clientportal/how-to/manage-client-portal-organizations.md)
- [Administrator hub](/en/clientportal/admin-hub.md)
- [What is Client Portal](/en/clientportal/explanation/what-is-client-portal.md)
- [View tickets](/en/clientportal/how-to/view-tickets.md)