Since [Jira Service Desk 4.7.0|https://confluence.atlassian.com/servicedesk/jira-service-desk-4-7-x-release-notes-987143432.html] new requests created via the customer portal are set 'private' by default.

Our customers share new tickets by default. Please create an option on project level to enable 'shared' by default or similar to email "If you’re part of only one organization, new requests will still be shared by default"