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This page is for MSP staff. Company users ask their IT provider to make this change.

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Before you start

  • You need write access to Companies settings (write_settings_companies) and to Company Users (write_settings_company_users).
  • The user must be a Company user of the parent company.
  • The child companies must already be linked to the parent company.

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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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Give the user access to the child companies

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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Add a child company later

1

Link the child

In Settings > Companies, select the child company, then choose Actions > Set Parent Company and pick the parent. MSPortal adds every Parent Admin set to All child companies to that child automatically. Parent Admins limited to Selected companies get the new child only when you add it to their list.
2

Check linked-another-way children

If you linked the child another way, such as a PSA import, open the child’s Team tab. If the Parent Admin role does not list the user, add the user to the role 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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Limit a parent admin to selected child companies

A Parent Admin sees every child company by default, including child companies linked later. You can limit one to a chosen set instead.
1

Open the user

Open Settings > Users & Roles > Company Users, find the Parent Admin and choose Edit User from the row menu. The Edit Company User dialog opens.
2

Choose the companies

In Child company access, choose Selected companies, then pick the child companies in Companies this admin can see. With no companies selected, the admin sees only their own company.
3

Save

Select Save Changes. The admin’s company selector, pages, reports, API and MCP access now cover their own company and the selected child companies.
Child company access appears only for users who hold the Parent Admin role on their own company. All child companies includes child companies added later. Selected companies includes only the companies you choose, so a child linked later stays hidden from this admin until you add it, and Sync Roles to Children leaves their list unchanged. To give the admin every child company again, edit the user and choose All child companies.

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Troubleshooting

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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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Frequently asked questions

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. Edit the user and choose Selected companies under Child company access, then pick the child companies they should see. See Limit a parent admin to selected child companies. While the user has All child companies, removing them from a child’s Team tab does not hide that child.
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.