I wanted to ask the HubSpot community how they manage customer portals if their customers are enterprise customers and send support tickets via the portal but also via a shared email inbox so that they can have quick visibility via email too. I am struggling to marry the two different use cases with the end goal of having all support requests visible to our enterprise customers in their portal.
Today it does not seem as if the portal captures email sent requests, but only if the support request originates from the portal.
Do you know of any workarounds? Do you submit the email request via the portal on behalf of the customer? thanks for suggestions
Just to clarify - are you saying that currently, your customers are sending support tickets via the portal as well as the shared email inbox for the same inquiry? Or are you looking to clarify how to best approach only using one method over a mix of both?
This sounds like it could be as much a process challenge as a technical one.
Once you introduce a customer portal, I think it’s important to build trust in that channel. A few things that have worked well are:
Send an immediate acknowledgment email when a ticket is submitted.
Clearly communicate your support SLA so customers know what to expect.
Allow customers to submit high priority tickets with clear criteria. If needed, your support team can always adjust the priority after reviewing the request.
Hopefully that reduces the need for duplicate emails because customers are confident their request has been received and is being worked on.
To answer your question directly, according to HubSpot’s documentation, tickets don’t need to be created through the customer portal to appear there. As long as they’re associated with the correct contact or company, they should be visible based on your portal settings.
Have you confirmed the email generated tickets are associated with the correct contact (or company), and that your Customer Portal permissions are configured appropriately?