Currently, once a ticket has been marked as closed by the team, the customer is able to continue to view the ticket history in their portal account but is unable to reply to the existing conversation. The only way to continue the conversation is by replying directly via the email sent to the customer.
A client of ours is looking for the ability for their customers to be able to re-open a ticket from within the ticket view of the customer’s portal itself. I can certainly understand the pros and cons of this idea, however, I feel at a minimnum a great feature to add on is that the customer is able to at least reply in the portal to a closed ticket rather just than by email. Thanks!
(Example screenshot included of current limitation)
Or is somebody out there who can provide a workaround maybe?
Is it possible to change it code behind, like the quotation templates?
This is** very frustrating for all users** of our customers.
We respond to tickets and close them via WF after 14 days withour customers response. Most customers are not able to check the response asap, so they are searching most of the times an email (already >30 days old) of a conversation of that ticket to use this mail to respond to it and reopen the ticket. BUT, they blocked their very less freetime for such topics already, logged in within the ticket-portal checked the repsonse and simply wants to answer in short sentences. Instead, they need minimum 5 minutes more to find the email first, before they are able to comment the ticket with “doesnt work”
Perhaps as a workaround, does it work??
adding a URL in the text as a link (“Reopen ticket”), which opens the ticket again (analogous to the email). Then, theoretically, before the ticket is automatically closed, a workflow could add this text link as a comment in the ticket, which would hopefully be clickable even if the ticket is closed ^^ This would allow the ticket to be opened in the portal via the link.
Hi, Hubspot has its own ticket portal where you can click to reopen ticket or reply to reopen ticket. It’s odd that Hubspot Customers do not get this access. I have had a long issue where we want to use a customer ticket portal, but not a help centre (yet). I have had to do an SEO redirect after login from help centre to the ticket view. A lot of friction in this build. Its weird we cant add in a template link ((reopen ticket)) type url to the system template at the bottom. Thinking about the customer experience, or delighting customers, we may close a ticket and the customer could wish to reopen it, but also the extra satisfaction rating on the portal would be neat too.
Hello @CGriffiths1, I have it on good authority that HubSpot use a third-party ticketing system. This is very clear if you look at the user-experience and user-interface of their support tool.
Saying that I echo @TimRip by saying that the lack of this feature is extremelyfrustrating. Thankfully the issue is not burning at the moment where I work.
I’ve had another two meetings (only this week) with our customers who are very frustrated at the moment because they can’t open their own tickets anymore from the time we closed them.
We had to deal now with that option, that we will never! close a ticket anymore. Very very BAD side effect of this…not a single SLA number is useful anymore and we can put our complete SLA tracking and reporting into the garbage now until HS fixed that bug!
Please HUBSPOT, insert a single button within the ticket portal at the bottom, where a customer can reopen a ticket again.
+1 HubSpot, please prioritize this feature request -- the Customer Portal is incredibly lacking compared to competitors’ offerings. We’ve received a number of complaints since switching systems.
I can only agree with that! Our customers are highly frustrated that we had switched the system.
Currently we are thinking about switching back to Zendesk, because it seems to be that the Product-Dev Team of HubSpot has other things they want to resolve and are focsuing more into customer growth than supporting the “operation teams” from their customer.
Hi everyone! I’m an Associate Program Manager on our CXM team here at HubSpot. I’m happy to share that it is now possible to re-open closed tickets in the Customer Portal! You can read more about this product update here if interested.
