We imported a bunch of tickets from our old CRM tool into hubspot. Now all these tickets are visible for our customers in the customer portal, which is great, but it only shows the headline and no content and no follow up conversations.
It turns out the customer portal only pulls the title of a ticket and then shows the conversation messages. In my case there was no conversation to any of the imported tickets, so nothing was shown.
Please allow importing support history in a way that allows the end customers to see the past tickets and their actual discussions. It is very valuable information and this is certainly a dealbreaker for some prospects.
I am so shocked to learn that this is not possible. How do you expect people to migrate from another Helpdesk system without the customer being able to see historical data? This is just mindblowing and extremely frustrating.
A well written Idea, and we are solving for precisely this. There will be some sort of method (likely an API. for developers to build data migration tools) that allows the conversation history for a ticket to be imported alongside a ticket and show up in Help Desk in Customer Portal alongside new tickets. This will be because the conversation messages will be imported into the same data model as any other channel connected to Help Desk or Inbox (e.g. Live Chat, Email, WhatsApp), not just as objects on an activity timeline.
Any update on when we can expect this?
Found a great tool to migrate tickets but if the customer wants to see them from the customer portal, these tickets are empty.
Looks like migrating ticketing to Hubspot is impossible at the moment indeed ..
@EricHirsh - Excited to hear this is ‘in development’ as we migrated from Zendesk about 3 months ago and are living with 20k+ historical tickets that our customers see as empty on the portal and our support reps see as empty in Help Desk (they are starting to get the hang of checking the ‘old Ticket view’).
Like PWauters, I would love to know if there is a timeline on when this may hit Beta/Release? Happy to test out anything that comes out.
I’m also interested in this, though for a slightly different reason. We have some reps that like to respond outside of the help desk flow. We are retraining but I’d love to be able to get the replies to show up for the customer!