We imported a bunch of tickets from our old CRM tool into hubspot. Now all these tickets are visible for our customers in the customer portal, which is great, but it only shows the headline and no content and no follow up conversations.
It turns out the customer portal only pulls the title of a ticket and then shows the conversation messages. In my case there was no conversation to any of the imported tickets, so nothing was shown.
Please allow importing support history in a way that allows the end customers to see the past tickets and their actual discussions. It is very valuable information and this is certainly a dealbreaker for some prospects.
