More features for Customer Portal

HubSpot Ideas
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1

We recently moved from Salesforce to Hubspot for our CRM and Support. We are overall happy with Hubspot except for Hubspot Customer portal that seems to be a very obvious downgrade. We have compiled a list of all the complaints from customers about the HubSpot customer portal. The list is in order of importance.

  1. HubSpot customer portal only shows the one most recent email on a ticket.

  2. To be able to select which ticket fields are shown in the customer portal, including custom fields

    • Eg: Associated Contact, Product, Severity, Customer Priority, Legacy Case, Target End Date, Issue Narrative, Customer Ticket Number

  3. To be able to export the case view to a spreadsheet

  4. To be able to sort columns

  5. To allow the customer to set a ticket to the Closed status

  6. Attachment size limit - request to go up to 1GB

  7. To be able to edit ticket fields to update their values

2

Hey @Hassanpour,
I’m David from the hapily support team! We have our own Customer Service Portal app that contains some of the features you’re looking for.
- We recently added a feature that allows you to edit which ticket properties are displayed to customers.
- Customers can sort the tickets based on the individual columns you have displayed.
We also can perform custom work on your subscription to give you any features you’re missing. Check out the app here.
Let me know if you have any further questions. I’d be happy to hop on a call with you!
Best,
-David Staat

3

Hi @DStaat

Thanks. Hapily is actually the only plug-in portal that checks some of our high priority requiremnets, but unfortunatly it introduces a new issue related to the embedded images in emails don’t load in Hubspot or viseversa, unless customers are logged in both Hapily and Hubspot portal which is a showstopper for us.

4

Hey @Hassanpour,
Sadly, this is an intermittent issue with HubSpot and not something we can change on our end. But if images are included as attachments instead of being embedded, they are viewable within the portal!
Let me know if you have any further questions.
Best,
-David Staat

5

Hey @Hassanpour,
Just wanted to update you! Our development team was able to find a workaround. Embedded images now appear in the Customer Service Portal!
Best,
-David Staat

6

Hi @Hassanpour , I’m on the customer portal team. Thanks for your detailed feedback. Excited to share that we’ve addressed most of these issues in the past few months, with many more to be released soon.

  1. We’re currently working on displaying all associated threads on a ticket in the portal, rather than the oldest thread. This should be released early next year.
  2. You can now select and customize your own properties for your columns in the customer portal.
  3. Exporting is also available.
  4. Sorting (and filtering) will be released early next year.
  5. Customers can now close a ticket in the portal.
  6. We don’t control the attachment limit however you can add unlimited attachments in a customer portal thread.
  7. Editing ticket fields is not currently on our roadmap but we’ll keep our eyes peeled on customer feedback if it becomes a recurring issue.
7

Please see Jolie’s comment with more context on this being delivered!