topic Re: Customer portal question in Tips, Tricks & Best Practices

Customer portal question

OAlterescu — Mon, 18 Sep 2023 12:35:10 GMT

New to HS, have a customer portal running but something is bothering me.

When a customer gets into his ticket he can see only the last interaction.
I would like to see the entire communication, but I can't find a way to set it up.
Anyone can help?

Omer

Re: Customer portal question

DianaGomez — Mon, 18 Sep 2023 18:26:18 GMT

Hi @OAlterescu,

Thank you for your inquiry.

I'd like to involve some of our experts in the conversation to review whether they have any suggestions for you or if they have encountered a similar case in their experience and how they resolved it.

Hi @Lucila-Andimol, @Gilempert, @JuanGomez0818. Do any of you happen to have any suggestions for @OAlterescu?

Thank you all for your contributions.

Best regards,

Diana

Re: Customer portal question

Jnix284 — Tue, 19 Sep 2023 15:38:11 GMT

@OAlterescu I'm happy to help with your question about seeing the entire conversation for the ticket.

As long as the conversation is in the same thread, the entire conversation will be visible in the customer portal.

If you have more than one conversation associated to the same ticket, only the most recent is visible.

From the HubSpot Knowledge Base regarding Customer Portal configuration:

Are you experiencing a different behavior?

Re: Customer portal question

OAlterescu — Tue, 19 Sep 2023 16:28:46 GMT

Thanks for the reply

When I change the status from only open and Close to allowing others, in
some cases I have the option to see all the interactions in the portal.
But in general, if the portal is the way for the customer to manage the
tickets for himself i would think he should be able to see everything and
not just the last thread, keeping everything in the same email thread seems
to be a little annoying 🙂

Re: Customer portal question

Jnix284 — Tue, 19 Sep 2023 18:21:16 GMT

@OAlterescu agree that there should be full visibility, I recommend adding the idea here for the product managers to consider.

With Customer Portal being so new, I see a lot of opportunity for improvement and providing early feedback is a great way to influence the direction of the capabilities.

Re: Customer portal question

KarenP — Thu, 12 Dec 2024 19:57:42 GMT

This is exactly the problem that we are currently dealing with - with a lot of angry clients. They can only see the replies to their tickets and not the original submission details.

This means for those users who are looking at all of the tickets for the organization, and especially for tickets started by other staff on their team, they have no idea what started the whole ticket as they can only see the reply.