Hallo everybody,
we got the answer from HubSpot that there is no client portal at this moment. So we decided to build it up on our own. There are a few Problems you maybe will reach for. In this post I will describe our work and how we setted up a client portal.
Goal:
1. The costumer should get a Username and a Password for login.
2. Login in User should see: all his Tickets, a summery of his contact and detailed information on each ticket.
Problem:
1. To identify a Ticket you have the ticket ID, but this ID changes when you merge a ticket with another one.
2. The Client ID (Password / VID) is only given in the contact URL so when a Ticket is created you have to paste the VID once in a new property of the contact.
Step:
1. Build up an API request for The Contact (via e-mail and vid) if they are not matching refresh and show an error.
2. API get request for all linked Ticket ID`s (give them custom Names (because the ID may change))
3. List all This information on Client Portal.
This would be very helpful for our organization.
This is a must for us… It’s sometimes kind of confusing for the customer if their ticket was actually created or not, and if it’s being taken care of or not. Right now we’re considering switching to zendesk, they seem to have this functionality already.
Yes, it is a must … we had Zendesk and we switched to HubSpot and we are very worried about having lost this basic help desk functionality..
and we don’t see that there are HubSpot actions in this idea published in July 2018
this is what we had in Zendesk
Yes please! - This feature is very important to our customers and the follow up - as just having emails sitting in their inbox to track what items they have submitted to us - is not a great customer experience. We are in the process of moving from Freshdesk to Hubspot tickets and this was one of the items that was missing - adding this feature will be a game changer!
Can ideas in the forum be merged? I see this as a rather similar request with another 18 votes : ) https://community.hubspot.com/t5/Tickets-Conversations/How-can-a-client-check-the-status-of-their-ticket/m-p/192106
I think so.
The two issues are solved at the same time. We can join them.
Totally needed…A massive surprise to us that is isn’t built into memberships within the knowledge base. Coming from Zendesk our customers will lose service functions if we adopt HS Tickets.
When tickets are registered, allow customers the chance to see their ticket ‘thread’ (of live chats, emails etc.) in a portal, much like Hubspot have.
I also need this.
Allow customers to track ticket history
Upvoting this idea, our customers are also asking for the ability to view and track their tickets.
Yes, this is essential for our business as our customer base grows.
I find it so difficult to believe that a client can’t view at least their own ticket directly, even if not a full “dashboard” view for all of their tickets. I too am moving over from Zendesk and finding there is a lot missing.
100%, This feels like a no-brainer and a surprising feature to overlook when Hubspot themselves have it (along with many other support tools).
I am shocked to find out there is no support portal with ability for customer to log and view their tickets and see a Knowledge Base of articles.
Had I known this, I probably would not have chosed Hubspot for our support ticketing system.
How can Hubspot justify such an omission at the prices they are charging?
This is a 1 feature our team is complaining about. We migrated from Freshdesk for couple of products and they are not approving migration of support for other products to Hubspot.
Very important! Our customers have been asking for this. They have to “sign in” to the knowledge base to see articles that they have access to, but they have no way to see tickets they have submitted.
Yes would like this,
Does anyone know if this is in the works? On the roadmap? Or just a hope/dream at this point still?
Continuing the request…
HubSpot - we need a Customer Portal that allows customers to view and work with their support tickets. What tickets are open? Closed Tickets? not just a single Company Contact, but if there are multiple people at a company there should be some link that allows them (permissions required) to see all open tickets for a Company.
In the absence of a Company/Customer Portal, could you provide some email reporting that is capable of sending the open ticket list to the Company Contact on a dynamic time frame - daily/weekly/monthly?