topic Re: Selectively Grant Ticket Permissions in Customer Portal in Tickets & Conversations

Selectively Grant Ticket Permissions in Customer Portal

svamann — Mon, 09 Sep 2024 18:25:15 GMT

I would like to allow contacts from _some_ companies to view all tickets associated to their company. Is there a way to selectively grant "view all tickets that their primary company is associated with" ticket permissions only for certain companies? It seems this is a global setting that can only ever be activated for every company or none...

Background:

For some of our customers our main contacts would like to see all open support tickets with us. In Freshdesk (our previous ticketing system), we could even grant these specific users access to all tickets associated with their company.
For some other customers we cannot show all tickets to everyone else in the company, because this could open information leaks between different departments of the respective company.

Re: Selectively Grant Ticket Permissions in Customer Portal

BérangèreL — Tue, 10 Sep 2024 10:34:04 GMT

Hi @svamann, I hope that you are well!

Thank you for asking the Community!

For information, here is the article "Give contacts access to the customer portal" about it.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Lucila-Andimol, @Jnix284 and @Shadab_Khan do you have any insights to share with @svamann, please?

Thank you so much and have a beautiful day!

Warm regards,
Bérangère

Re: Selectively Grant Ticket Permissions in Customer Portal

Jnix284 — Tue, 10 Sep 2024 18:12:23 GMT

Thanks for the tag @BérangèreL, unfortunatley @svamann the settings for view access to all tickets is currently global, my feeling is that more teams will need this capability as they migrate from ZenDesk and it's already on the product team's radar, nonetheless I recommend adding it as an idea here.

In the interim, you could associate the contacts for those companies to all tickets which should allow them to see the tickets in the portal even if they aren't the one who created it.

I haven't tested this, if you're able to get it working you could create a workflow that checks for the companies where you want to open up the access and automatically associate all contacts with all tickets for the company as a workaround.

Re: Selectively Grant Ticket Permissions in Customer Portal

svamann — Wed, 11 Sep 2024 09:59:05 GMT

Posted this as an idea here:

We've thought about associating everyone with every ticket as a workaround and we're even doing this for one customer. Automation is possible, with custom code. However, if we associate all contacts with all tickets, it's hard to see who actually opened the ticket and we have to manually ensure that we don't include everyone in every ticket conversation, lest we flood people with ticket emails they don't care about...

Re: Selectively Grant Ticket Permissions in Customer Portal

svamann — Thu, 12 Sep 2024 06:24:15 GMT

Idea link got lost: https://community.hubspot.com/t5/HubSpot-Ideas/Grant-Customer-Portal-Access-to-All-Tickets-to-Specific-Contacts/idi-p/1039687#M193112

Re: Selectively Grant Ticket Permissions in Customer Portal

Jnix284 — Thu, 12 Sep 2024 16:28:51 GMT

completley understand it's not an ideal workaround @svamann, especially if you have a lot of email notifications and you're not tracking the ticket creator separately. Thanks for sharing the link, I upvoted and hope to see this capability soon.

Re: Selectively Grant Ticket Permissions in Customer Portal

SauravRoy — Thu, 31 Jul 2025 19:37:46 GMT

Hello, @svamann .

Your requirement can be fulfilled with WoodsPortal— a deeply integrated HubSpot app that lets you create advanced customer portals directly on HubSpot CMS pages.

You can control user access on two separate levels.

Ticket access is controlled via association labels. So, associated tickets (or custom objects) will be visible to a user in the customer portal only if the required association label is set.

Example: These three tickets are associated to a contact in HubSpot.

The first ticket will be visible when the contact logs in to the Customer Portal.
The second ticket will be visible in the Customer Portal and Partner Portal.
The third ticket will not be visible in any portal.

The same concept applies to companies and other objects for record visibility in the portal.

2. You can create a blanket rule to grant/ restrict specific users' access to company-associated tickets.

This contact property check dictates that only users with a ‘Primary Company’ association label will be able to view all company-associated tickets. Currently, we only support 'Primary Company' associations, but we are going to introduce more association label options in the future.

Some additional capabilities that might be relevant to your use case:

1. The solution logs timeline events whenever a contact views/ creates a ticket in the portal. These events display on the contact activity timeline, and can be used to trigger workflows.

2. Customers can leave notes on tickets, which sync with HubSpot notes, creating a threaded conversation format. Notes are also logged as events and can be used to trigger workflows.

Please book a demo if you're interested— https://woodsportal.com/community/demo

PS: Any of the following HubSpot licenses is required: Content Hub Professional, Sales Hub Enterprise, or Service Hub Enterprise.

Thanks,

Saurav Roy

Co-founder, WoodsPortal

Re: Selectively Grant Ticket Permissions in Customer Portal

jolieadam — Fri, 03 Oct 2025 14:47:51 GMT

I posted on the original feedback and resharing here. Happy to share that this is now in public beta.