topic Customer Portal Lifecycle in Customer Feedback Tool

Customer Portal Lifecycle

BJSteiger — Mon, 21 Aug 2023 15:58:38 GMT

Hello All...

We have an internal marketing team and we are looking at using Service Hub to service our global company. We are attempting to move our task management and support of requests all to HubSpot. However, we are struggling to wrap our heads around the concept of the Service Portal.

Here's our understanding of the flow:

User goes to Customer Portal
Submits a ticket which drops in the assigned Inbox
On the Ticket itself, we would assign tasks to the appropriate person.
We would work the Ticket through the right statuses
We communicate to the client via the Inbox

Is our understanding of the flow correct?

Are there any videos or support documents that demonstrate the flow of working a ticket? This has been a challenge for us.

Thanks,

Brandon

Re: Customer Portal Lifecycle

PamCotton — Mon, 21 Aug 2023 21:27:48 GMT

Hello, @BJSteiger thank you for reaching out to our Community!

I want to invite our top experts to this conversation to share more information @Jnix284 @Josh @jolle any recommendations to @BJSteiger?

Thank you,

Pam

Re: Customer Portal Lifecycle

DStaat — Fri, 01 Sep 2023 18:45:29 GMT

Hey @BJSteiger ,

That's more or less how it works! Are you needing any additional features on the portal? I'd be happy to talk about it with you / make a few recommendations.

Best,

-David Staat

Re: Customer Portal Lifecycle

BJSteiger — Fri, 01 Sep 2023 18:56:24 GMT

@DStaat -- I would like this!!! I've been looking for best practices and enhancements.

Re: Customer Portal Lifecycle

DStaat — Fri, 01 Sep 2023 19:33:46 GMT

@BJSteiger Sure thing! For enhancements I would recommend the Customer Service Portal HubSpot app. It works similarly to the native portal but there are tons of additional features / ways to customize the portal to your liking.

I'd be happy to into more detail for you, but do you have any other questions first?

Best,

-David Staat