Customer can't see tickets in his queue on his portal

[happybrowndog]

Hi there,

My customer can't see tickets in his assigned queue when he is logged into his customer support portal (theme: "avs", for which only customized CustomerHeader.dtl).

Was wondering if somehow I missed something?

Here is my setup:
email "avs@tcc.ca" dispatches to "avssupport" queue
"avssupport" queue attached to "avssupport" group
customer "sfalcon" belongs to "avssupport" group with RO and RW checked enabled.

Thank you for your help folks!

[happybrowndog]

Sorry, forgot to add that the tickets are coming in via email to "avs@tcc.ca".

[happybrowndog]

I assume that a customer should be able to see tickets in the customer portal interface, which were requested via sending email that goes into a queue (as opposed to tickets created in the customer portal interface). Can someone at least please confirm that?

[jojo]

he should see the ticket if:

- the customer user is set correctly on the ticket
- he has at least ro on the group of the queue if you are using customer group support (which usage is not suggested in typical setups)