Currently, ticket visibility in the Customer Portal can only be controlled through ticket associations (contact or company). While this works for simple scenarios, it becomes very restrictive for organizations with more complex service processes.
We would like the ability to control ticket visibility based on custom properties, not only associations.
Example: A ticket property such as “Portal Access Group” could determine which contacts are allowed to view a ticket. Any contact with a matching property value should be able to see the ticket in the Customer Portal, regardless of whether they are directly associated with the ticket or belong to the associated company.
This would support use cases such as:
- Shared service desks across multiple companies
- Franchise organizations
- Dealers and partners
- Project teams spanning multiple organizations
- Regional support groups
- Role-based access to tickets
The current options (“associated tickets only” or “all tickets from their company”) are often too rigid and do not provide the flexibility needed for more advanced customer service models.
Adding property-based visibility rules would make the Customer Portal much more scalable and adaptable to real-world business scenarios.
Hi @MortenF ,
This can be easily achieved with WoodsPortal, although we take a slightly different approach.
WoodsPortal is a HubSpot-native app that lets you build a fully customizable customer portal on a HubSpot CMS page. Your data remains in HubSpot, while the portal’s look and feel can be customized natively within the HubSpot CMS.
Ticket visibility can be controlled using HubSpot association labels. For example, a contact can only see a ticket when the appropriate “display” association label is applied between the contact and that ticket.
Because this uses native HubSpot associations, you can also automate access using HubSpot workflows. For example, association labels can be applied in bulk based on specific trigger criteria rather than managing ticket access manually.
WoodsPortal also supports standard and custom HubSpot objects, so the portal isn’t limited to tickets.
With multi-level associations, you can also support workflows such as raising and viewing tickets associated with a specific Project, Property, Account, or other custom object.
You can have a look at WoodsPortal here: HubSpot Marketplace
Feel free to reach out with any questions, or book a time on my calendar if you’d like a quick demo: https://digitalwoods.io/meetings/woodsportal/demo
Thanks,
Saurav
Co-founder, WoodsPortal