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Audience: MSP staff with Companies settings write access. Company users ask their IT provider to make this change.

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Symptom

A Company user belongs to a parent company that has child companies linked in MSPortal. When they sign in, or when you impersonate them:
  • The ticket list shows only a few tickets, while the PSA shows many more across the group.
  • The company selector is missing from the top bar, or lists only their own company.
  • Devices, reports and other company data cover only the parent company.
For example, Nick is IT Admin at Burando Holding. Nine companies are linked under Burando Holding, and Autotask shows 33 tickets across all of them. Nick sees only the tickets logged against Burando Holding itself.

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Cause

A Company user sees only their own company by default. Their Permissions Group and their ticket display group do not add other companies, even when both are admin-level. To reach child companies, the user needs the Parent Admin Team Role for their parent company. MSPortal creates this role automatically for every company that has children, and names it after the parent, such as Parent Admin: Burando Holding. Assigning the role on the parent company does two things:
  • MSPortal adds the same role for that user on every child company.
  • The user gets a company selector listing their own company, each child company and Global View.

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Fix

1

Confirm the user's company

Open Settings > Users & Roles > Company Users and find the user. Their company must be the parent company. If the user record sits on one of the child companies, change it to the parent company first.
2

Open the parent company's Team tab

Open Settings > Companies, find the parent company and choose Edit Company from the row menu. Select the Team tab.
3

Add the user to the Parent Admin role

Find the role named Parent Admin: followed by the parent company’s name. It is highlighted in blue and shows a Parent Company Role badge. Use the role’s user picker to add the user.
4

Save

Select Save Changes. MSPortal adds the role for this user on every child company.
5

Verify

Open one child company’s Team tab and confirm the user appears under the Parent Admin role. Then impersonate the user, open the company selector and choose Global View. The ticket list now includes tickets from every child company.
Impersonation opens on the user’s own company. Choose Global View in the company selector to see every company at once, or pick a single child company to check it alone.

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Child companies added later

When you link a new child with Set Parent Company in Settings > Companies, MSPortal adds every existing Parent Admin to that child automatically. After linking a child any other way, such as a PSA import, open the child’s Team tab and confirm the Parent Admin role lists the user. If it does not, add the user to the role on that child’s Team tab and select Save Changes.
The parent company’s row menu also offers Sync Roles to Children. This action replaces every Team Role assignment on each child company with the parent company’s assignments. Assignments that exist only on a child, such as a different account manager, are removed. To fix a single missing child, add the user on that child’s Team tab instead.

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If the user still sees too few tickets

Once the user holds the Parent Admin role and the selector is on Global View, any remaining gap comes from ticket rules or sync.

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FAQs

The Permissions Group controls what the user can do. Which companies they can see comes from the Parent Admin Team Role.
No. All Tickets widens ticket visibility inside the companies the user can already access. It does not add companies.
No. Only the Parent Admin role for the user’s own parent company turns on the company selector and adds the child companies.
Yes. Assign the Parent Admin role on the parent company first, then open each child the user should not see and remove them from the Parent Admin role on that child’s Team tab. Linking another child with Set Parent Company adds Parent Admins back to every child, so recheck those children afterward.
Check that the company has children in Settings > Companies. If it does, select one child, choose Set Parent Company and apply the same parent again. This creates the Parent Admin role for the parent company.
Have the user reload the page. If the company selector still does not appear, ask them to sign out and back in.