topic How can a client check the status of their ticket? in Tickets & Conversations

How can a client check the status of their ticket?

evelli — Thu, 31 May 2018 16:47:22 GMT

When a customer of ours submits a ticket via a form on our website, is there any way for them to check the status of that ticket on their end? I understand I can view the status internally within my service hub, but how can they check the status?

Re: How can a client check the status of their ticket?

The_Dude — Fri, 01 Jun 2018 02:16:50 GMT

This was a topic of conversation during an operations meeting this week.

I have seen this implemented on the majority of other ticketing platforms.

Ideally this should be provided with a Public URL so that regardless of whoever on the client side needs to track the status they can access without having to be registered to the system.

This functionality should not be an afterthought but rather an obvious consideration in the initial design of the platform.

Re: How can a client check the status of their ticket?

briansweat — Fri, 15 Jun 2018 16:26:06 GMT

There was some assumption that Service Hub would at least be similar to the way HubSpot (corporate) provides support. I'd like to see a "View your support inbox" link on the chat menu, and the same https://app.hubspot.com/support/ view of tickets.

Re: How can a client check the status of their ticket?

cbragado — Tue, 04 Dec 2018 22:25:34 GMT

We have had the same discussion here:

https://community.hubspot.com/t5/HubSpot-Ideas/Customer-portal-for-Tickets/idi-p/194090

It's a lack of functionality and a very important issue.

Re: How can a client check the status of their ticket?

rampatra — Mon, 15 Jun 2020 19:30:50 GMT

I totally agree with what others have commented on here. I think this is an important functionality to have in a ticketing system. Sadly, I see that this feature hasn't been implemented until date so how you guys managed? Any workarounds?

Re: How can a client check the status of their ticket?

Tomold — Fri, 14 Aug 2020 08:59:31 GMT

I noticed that i could view my own HubSpot tickets when reporting faults to HubSpot, i can't believe HubSpot users can't have the same capability with our clients?

Am i missing something in the settings menu?

Re: How can a client check the status of their ticket?

CliPlace — Wed, 08 Dec 2021 14:33:48 GMT

Hello!
I see that the request is very old and it is sad that the HS hasn't solution for this.
Maybe someone will find a useful solution that we have developed - CliPlace.
It's 100% free.
I will be glad if it turns out to be a great way for someone to provide customers with tickets 24/7.

You can look here https://cliplace.com/ or here

https://app.hubspot.com/ecosystem/7720658/marketplace/apps/customer-service/help-desk/cliplace-customer-self-service-portal

Re: How can a client check the status of their ticket?

mmagze — Sun, 19 Nov 2023 11:40:46 GMT

Yes, there are a few ways for customers to check the status of a ticket they have submitted via a form on your website.

Customer Portal

email notification

Public Ticket URLs

Self-service Knowledge Base

Live Chat