Tickets & Partner Sharing

Tickets are Portablemind's way of tracking work requests — support issues, change requests, feature asks, or anything else your organization needs to log, prioritize, and resolve. You'll find them in the Tickets area of the app, where each ticket carries its own status, discussion, and history from open to close.

The Partners feature takes tickets a step further: it lets your organization share its tickets with a partner organization so the two of you can work them together. A provider can even onboard a brand-new (optionally sponsored) organization through the same invitation flow. For general-purpose sharing of chats, projects, and files across organizations, see Workspace Sharing — Partners is the dedicated flow for ticket-management collaboration.

How a partnership works

A partnership is a simple link between two organizations. Once it's active, a standing share covers the ticket owner's tickets — by default, sharing is automatic: every ticket is shared with the partner for the life of the partnership, with no ticket-by-ticket granting. The ticket owner (and only the owner) can switch the partnership to manual sharing from its Manage dialog, in which case new tickets stay private until shared individually — existing shares are kept.

Owner and Manager roles

Every partnership has exactly two roles, determined by the direction of the invitation:

Role	Meaning
Owner	The organization whose tickets are shared out.
Manager	The organization (and one of its teams) that works those tickets.

When you send an invitation, you choose the direction:

• "We manage" — you are the Manager; the organization you invite is the Owner. You also pick which of your teams will work the tickets.
• "They manage" — you are the Owner; the organization you invite is the Manager.

Note: Co-manage is the only access level in the current version — both organizations collaborate on the shared tickets rather than one side having read-only visibility.

Partnership shapes

An invitation can reach three kinds of organizations, and the shape affects billing:

Shape	Invitee organization	Billing
Peer	An existing, independent Portablemind organization	Each pays its own
Independent new	Created fresh when the invitee signs up	Invitee sets up its own billing
Sponsored	Created fresh at signup, sponsored by the inviter	Inviter picks a plan tier; billed to the inviter

Sponsoring is useful when you want to bring a client or sub-organization onto the platform at your expense — you choose their plan tier when you send the invite.

Note: A free-tier organization can invite partners but cannot sponsor one, since sponsoring requires billing of its own.

Inviting a partner

Invitations are sent from the Partners page (Administration → Partners) using the Invite Organization button. You invite a partner organization by email address — there's no directory to browse. This is deliberate: you always see the same "Invitation sent" confirmation whether or not the email matched an existing organization, so the feature can't be used to probe which organizations exist on the platform.

When you send an invitation, you provide:

• The contact's email address at the partner organization.
• The direction — whether you or they will manage the tickets.
• Your manager team, if you're the Manager — which of your teams works the tickets.
• Optionally, an organization name to label the invite and pre-fill their signup.
• Optionally, a sponsored plan tier — only honored if the invitee turns out to be new to the platform.

Behind the scenes, one of two things happens:

• The email is new to the platform — the contact receives a branded signup email. Following it walks them through creating their organization and admin account; accepting activates the partnership and its standing ticket share in the same step. A sponsored organization is provisioned on the tier you chose (billed to you); an independent one sets up on its own.
• The email belongs to an existing organization — that organization's admins see an incoming partnership request in the Pending section of their own Partners page. When they accept, the partnership activates. (If they're the Manager, they can pick or change which of their teams works the tickets from the partnership's Manage dialog.)

Managing your partnerships

The Partners page (Administration → Partners) lists your partnerships in two groups — Tickets we manage for others and Tickets others manage for us — plus a Pending section covering incoming requests and the email invitations you've sent (which you can resend or cancel). Each partnership row shows the organization, its shape (Peer, Independent, or Sponsored with its plan tier), its status, whether the relationship is tickets-only or also includes workspace sharing, and how many tickets are currently shared. The row's Manage button opens the partnership's details, the Manager's team picker, the sharing mode (automatic vs. manual), and the revoke actions.

Partners that already share workspace content with you but don't yet manage tickets appear in a Workspace Partners — Add Ticket Management section, where you can invite them to add ticket management to the existing relationship.

How shared tickets are worked

Once a partnership is active, members of the Manager's designated team see the Owner's shared tickets and can work them directly. The Manager can also link a shared ticket to a Task in its own organization — connecting the partner's request to the internal work that fulfills it. The Owner's ticket reflects the status of those linked tasks in its roadmap summary, so the Owner always sees progress without needing access to the Manager's task board.

Ending a partnership

Revoking a partnership (from the partnership's Manage dialog) is a hard unshare:

• Every ticket grant the partnership created is withdrawn.
• Every link between the Owner's tickets and the Manager's tasks is removed — the Manager can no longer work them.
• For a sponsored partner, the sub-organization is soft-landed: its sponsored subscription is cancelled, it becomes independent, and it drops to the free plan. It is never locked out — it keeps full access to its own data and receives an email letting it know it can upgrade at any time.

Tip: Because revocation removes all cross-organization ticket-task links automatically, neither side needs to clean up manually — but the Manager should capture any in-flight notes before the partnership ends.

For a partnership that also includes workspace sharing, there's a gentler option: Remove Ticket Management withdraws just the ticket-management side while the workspace sharing relationship continues.

For API-level details, see the API guide.