Need Assistance Retrieving Past HubSpot Support Chat Transcripts (Free Tier Account)

Smart CRM & Sales Hub Account & Settings
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Hi Everyone,

July I switched from my annual paid Starter to a Free tier HubSpot account. Within in the last two months of my starter account I had support interactions with HubSpot representatives via live chat. I need to review the historical transcripts of those specific customer service conversations for my records.

In the spirit of saving time I have already tried the following:

  • Support Inbox
    • Because my account is on the Free tier, I do not have access to the “Support Inbox” menu option within my portal to view closed ticket
  • Force-navigate
  • Work Inbox
    • I searched my Email for Hubspot support tickets to no avail. Including searches for:

I understand that direct HubSpot chat and email support is a function reserved for paid tiers. However, I would expect access to historical support tickets.

Could a HubSpot Community Admin or Moderator please assist me or escalate this to the appropriate team so I can securely retrieve copies of my past chat transcripts? I am happy to provide the account email address via a private direct message once an admin connects with me.

  • My HubID / Portal ID: [Hub ID here]

Thank you for your help!

Moderator note: For information, the HubSpot Community is a public space. I have therefore edited your content for security & confidential reasons.

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Hi @stuntcontact and welcome, we are so glad to have you here!

Thanks for asking the HubSpot Community and thanks for sharing all the steps you’ve tried, we appreciate it.

I’ll also pass along your valuable feedback, thank you. And I’ll see if we can include this information on this article for the future: " Understand the effects of downgrading a paid HubSpot subscription ".

While access to historical support transcripts is typically reserved for accounts on a paid tier, I understand how valuable those records can be.

To help you further, I’ll connect with you via private message to securely confirm your account details and check what options are available for retrieving your chat transcripts. Please keep an eye on your inbox for a message from me.

Hi @Josh, @CarolinaDeMares and @CHawkins do you and/or your customers have faced a similar situation perhaps? If yes, how did they handle it, please?

If anyone else in the Community has managed a similar situation, feel free to share your experience here!

Thanks and have a lovely day!
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