How to manage Client Portal organizations?

This guide is for instance administrators in Constructor: group portal clients into organizations (for example, employees of the same company) and manage client card assignments.

When you need this

  • In B2B, several Support Portal users belong to one company but have separate accounts.
  • You need to prepare a client group before enabling shared ticket visibility within an organization.
  • You need to retire an organization from active use without deleting clients or portal users.

What to know

  • The Organizations page appears only after you enable Client Portal settings (Constructor) and Client Portal organizations (Constructor) under Instance settings → Feature flags.
  • Menu path: Settings → Client Portal → Organizations.
  • Support Portal end users do not manage organizations — only administrators in Constructor.
  • You can Deactivate an organization at any time; clients remain in the system; only the active organization link is affected.
  • A dedicated role permission applies: Client Portal organizations (view / save) — separate from generic Operator Panel settings.

For ticket visibility details, see Organization and ticket scope.

Before you start

  • Client Portal settings (Constructor) is on and the portal URL is set (administrator hub).
  • Client Portal organizations (Constructor) is on.
  • Your role has Client Portal organizations (view and save).
  • Portal clients already exist in the system and can be assigned.

Step-by-step

1. Enable the organizations page

  1. Open Settings → Instance settings.
  2. Under Feature flags, expand Client Portal.
  3. Enable Client Portal settings (Constructor) if it is still off.
  4. Enable Client Portal organizations (Constructor).
  5. Refresh Constructor if needed.

2. Open Organizations

  1. Go to Settings → Client Portal → Organizations.
  2. Confirm you see Organizations and Clients without organization tabs.

If the menu item is disabled, check feature flags and Client Portal organizations in roles.

3. Create an organization

  1. Click Create organization (or Create organization from selected on the unassigned clients tab).
  2. Fill in Name; Alias is optional (unique identifier for integrations).
  3. Save — the organization drawer opens with Overview, Clients, Portal users, and Visibility preview.

4. Assign clients

  1. In the organization drawer, open Clients, or use Clients without organization on the list page.
  2. Search by email, phone, or name.
  3. Select clients and click Assign selected.
  4. If a warning about organization scope appears, confirm only after you understand the impact (see scope explanation).

To unassign a client, use Unassign on the client row (the portal user account is not deleted).

5. Check visibility preview

  1. In the organization drawer, open Visibility preview.
  2. Confirm the expected Ticket scope (Client only or Organization, depending on the instance organization-access flag).
  3. Review client, portal user, and ticket counts in the preview.

6. Deactivate or reactivate

  1. On the organizations list, enable Show inactive if you need a deactivated row.
  2. For an active organization — Deactivate and confirm (an extra warning appears when organization ticket access is enabled on the instance).
  3. For an inactive one — Reactivate.

After deactivation, portal users again see only tickets for their linked client, even if clients remain associated with the organization record.

How to verify

  • The organization appears in the list with status Active or Inactive.
  • Clients in the drawer lists the expected assignments.
  • Visibility preview matches your scenario (client-only vs organization), given the organization-access flag.