Hi guys, I really like the ideas of the Customer Portal and we’re planning to implement it. But we think there’s room for improvement:
- From our customer’s view, if the ticket has more than one conversation, they can only see one conversation of the ticket and cannot change to another → Customer should be able to change between conversations in case a ticket has multiple conversations (of course the can only see the conversation between them and us, not between us with another person)
- The visible properties to Customers are limited and not customizable → we should be more flexible on that
- The user interface is uniformed with Hubspot’s platform. However, this doesn’t match our company’s theme → we should be able to re-design the customer portal so it matches our theme more (if developers involvement is required, it’s okay)
Echoing the need for improvements to the Customer Portal, particularly : “From our customer’s view, if the ticket has more than one conversation, they can only see one conversation of the ticket and cannot change to another”
If multiple conversation threads are associated with a ticket, only the oldest thread will appear in the customer portal.
This is absurd. The Customer Portal UI delineates tickets by Ticket ID, but does not surface all Ticket correspondence?? Only that original conversation thread. If multiple parties are involved, this would mean only one portion of the conversation can be reviewed from the Portal.
I’ve got a client reaching out asking for response, we’ve sent replies, but they can’t see them in the Portal. This makes the Portal useless. Please fix this such that ALL CORRESPONDENCE on a ticket can be reviewed from the Customer Portal.