To elaborate further the ability to have certain custom fields visible to the customer. In our use case, we are a home builder and use this to track warranty items in new homes. It is essential to know which room of someones house a ticket is in. For example, a broken light fixture. Which room? Having that info as a column in the list view or on the detail page is critical. We recently migrated to hubspot from zendesk. It exists in zendesk. The backend features of Hubspot are better than zendesk but the customer facing side is lacking.
This priority column would be great to have for clients to track especially the high-priority tickets in the table view without going into each of the tickets. Thanks!
It really would be great for us to add more data to our ticket listing page. Our customers need to see the progress of their tickets as they move through our service system. Overall we just need a TON more functionality in the customer portal and knowledge base features in HubSpot!
Agree strongly. Our clients enter their own tracking numbers (from other internal systems) and must reference tickets using this tracking number - so it really must be a portal column, for them to be able to use the portal.
This is a very basic feature that could dramatically improve the customer portal.
We would strongly prefer to display our own case reference number property in place of the record id. We'd like to show the name of the primary contact to make it easier for the external teams that are on the customer side of the portal to manage their tickets. We'd like to create a text field which can have custom messages that provide quick references for status details or action items for them.
There's really no end to the possible improvements this could allow.
I'm David from the hapily support team! We have a Customer Service Portal app that includes this feature. You can customize which ticket properties your customers see every time they log in to your portal. Check it out here.
We can also perform custom work (at request) to add any specific features you need.
Let me know if you have any questions. I'd be happy to hop on a call with you!
I installed the Hapily Customer Portal and subscribed to the Enterprise plan and can pleasantly say they have a custom field selector to show the fields I need in the ticket list of their portal.
In addition their ticket details page actually shows all email correspondence, not just the most recent exchange.
Are you referring to the Customer Service Portal or to @FCadiou's post? The Customer Service Portal offers this feature and is available on all HubSpotplans. I'd be happy to talk about it in more detail with you if you'd like!
