Customer Portal - Customize Fields on Ticket Listing Page
Hello, we would like to add functionality to customize the fields on the Ticket Listing Page of the Customer Portal. Currently, the fields are limited to ID, Subject, Created, Last Activity, and Status. Our support team is about to bring the Customer Portal live for our clients. Due to the number of tickets that are submitted from each organization we would like to provide an efficient way for our clients to monitor and manage existing tickets. Our specific use case for this functionality would be to add an Original Requestor field allowing them to easily commuicate internally and hopefully prevent duplicate tickets from being submitted. I'm sure that other companies will see value in making other fields available for their clients as well.
Very glad to hear it. The Requester in the next few weeks will coincide really well with our product release. Custom properties like Ticket Topic are less "customer essential" compared to knowing the ticket requester but still really valuable. Looking forward to the improvements.
This is one specific item I've talked to our HubSpot account manager about. HubSpot has really been great lately about updating some major functionality. I think the customer portal is one that really would be huge for organizations like ours. Our customers are constandly asking for updates on things like development timelines. I have field in HubSpot that shows that - but customers can't see it so it requires us to feed the information back to them. Anything to make it more self-serve would be huge!
Hi everyone! My name is Hallie, and I'm an Associate Program Manager on our CXM Team here at HubSpot. I wanted to share that two columns have been added in the Customer Portal - "Requestesd by" and "Ticket Owner". There's more information on this update here. I hope this is helpful! 🙂
totally agree on this one. we're using the customer portal and would love to include individual ticket properties (like pipeline and time to resolve) so that SLA management would also become visible to our customers.
We’re looking for more flexibility in controlling which ticket fields are visible to our customers in the ticket portal. Right now, the limited ability to customize what information is exposed makes it difficult for us to strategically manage the data our customers see.
There are certain internal fields we’d prefer to keep hidden, while other fields would be valuable for our customers to view. The ability to tailor this visibility would help us improve transparency where it matters, without overexposing internal processes or irrelevant details.
Ideally, we’d like to see more granular controls, such as field-level visibility settings within the portal. This would give us the flexibility to create a more intentional and effective customer experience.
Is this type of enhancement currently being considered on the roadmap?
@kstanwyck - this was a requirement of us as well. In talking with our account manager just recently it sounds like this may not be on a current roadmap. Which is disappointing, but I think the focus is on the CMS and sales side of things for HubSpot. I'd love to be corrected on that if indeed there are plans!
Hi everyone! I wanted to provide another update on this. Origially, I marked it as 'Delivered' because the specified property/column for 'requested by' was added along with 'ticket owner' in the Customer Portal. There are currently further plans in development for additional customization options, so you can choose other ticket properties to display! I'll update this post again as soon as more details around a beta or full release are available. Thanks for your continued feedback and patience. 😊
Hi everyone, I'm on the customer portal team and this is currently in the works. We're hoping to kick off a beta in a few weeks. Let me know if anyone would be interested in joining the beta.
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