Customer Portal: only show associated tickets current company

HubSpot Ideas
1

Problem
In real life, people change employers frequently. In HubSpot, we usually want to keep one contact record for that person and simply update their email and company associations (using primary company and/or association labels). However, in the Customer Portal, ticket visibility today is driven by tickets associated to the contact and/or their company, without any awareness of which company represents their current employer.

This creates a security and data‑privacy risk:

  • If a contact moves from Company A to Company B and we keep a single contact record, any tickets from their time at Company A that are still associated to that contact can continue to show in the portal when they log in as a user from Company B.
  • The current settings force us to either:
    • Manually dissociate “old employer” tickets from the contact, or
    • Create duplicate contact records per employer (which is bad for data quality and reporting).

Requested enhancement
Please add an additional filtering layer for Customer Portal ticket permissions that allows us to control ticket visibility based on both contact and company associations, for example:

  • “Only show a ticket in the Customer Portal if:
    1. The logged‑in contact is associated with the ticket, AND
    2. The ticket is associated with at least one company that matches defined filters (e.g., Is primary company = true, or Company association label = Current employer).”

This would be an addition to the existing Customer Portal options (e.g. “only view their own tickets”, “view all tickets from their company”, and “allow a specific set of customers to view all tickets from their company”), not a replacement. The existing options would still determine the overall mode, and this new filter would narrow which specific tickets are eligible to display based on company‑level criteria.

Why this matters

  • We can maintain one clean contact record per person while accurately modeling their different employer relationships over time.
  • We reduce the risk of exposing tickets that belong to a previous employer when that person logs in through the Customer Portal under their new employer.
  • We can leverage existing concepts like primary company and association labels to align security with our data model, instead of relying on manual clean‑up or contact duplication.

This would significantly improve Customer Portal security and data hygiene for any team that works with customers who frequently change companies.