Most helpdesks treat every requester as an isolated individual. Real B2B support doesn't work that way — your customers belong to companies, and who at a company should see which tickets is a first-class question. KarmaFlow's customer portal is organization-aware by design. This article explains the model for evaluators; setup steps are in the signed-in documentation.
The portal is a branded site, on your own subdomain, where your customers sign in to open and track their own tickets. They can create tickets, follow status and expected response times, reply, mark issues resolved, reopen them, rate the experience, and browse your help center to self-serve first. AI replies are clearly labeled, and a Talk to a human option is always available.
Every portal user is tied to a CRM contact, so their support history stays connected to the rest of their customer record — there's no separate identity to reconcile.
When customers belong to a company, the requester (or a customer-side admin) chooses who at that company can see a ticket. Visibility widens from a single person to the whole organization, and a separate internal level keeps a ticket staff-only:
flowchart LR
subgraph org[Within the customer's own organization]
p[Private<br/>requester only] --> sc[+ selected<br/>colleagues] --> oa[+ organization<br/>admins] --> eo[Entire<br/>organization]
end
org -.->|never visible| other[Any other customer organization]
| Visibility | Who can see the ticket |
|---|---|
| Private | The requester only (and your support team) |
| Selected colleagues | The requester plus specific people they name |
| Organization admins | The requester plus their company's admins |
| Entire organization | Anyone at their company |
| Internal | Staff only — never shown in the portal |
Crucially, every one of these is scoped to the user's own company. One customer organization can never see another's tickets — isolation is enforced on every read, and a ticket a user isn't entitled to see simply doesn't exist as far as the API is concerned.
Inside each customer organization, portal users hold roles that shape what they see and manage:
| Role | Capability |
|---|---|
| Member | Create and view their own tickets, plus anything shared with them |
| Power user | Same visibility as a member; used to mark trusted contacts |
| Organization admin | Sees org-visible tickets; manages the organization's portal users |
| Billing admin | Sees organization-visible billing tickets |
| Security admin | Sees organization-visible bug and incident tickets |
| Read-only viewer | Views tickets but cannot create or reply |
Organization admins manage their own colleagues — inviting users, setting roles, and deactivating accounts — all scoped strictly to their company. That means less administrative load on your team and a self-service experience for larger accounts.
For B2B support, "who can see this ticket?" is a question of trust and confidentiality, not a nice-to-have. Building organization awareness in from the start — rather than bolting per-user sharing onto a consumer model — is what lets an account's whole team collaborate on the support they should see, and nothing they shouldn't.
Evaluating the portal for your customers? Enabling it, branding it, and configuring visibility are covered in the signed-in documentation. Sign in to KarmaFlow to read the setup guide.