Customer Portal - Customize Fields on Ticket Listing Page

[CowensCNX]

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.

[Nina_Biessmann]

@jolieadam raising my hand here to join the beta 🙂 

[jolieadam]

@BMattson @Nina_Biessmann Reaching out by email.

[SAlbrecht8]

@jolieadam - i would like to join the beta as well 🙂 

[LTrahan]

Likewise, I'd like to join the beta. Thanks!

[MAlizon]

I would be interested to join the beta as well when it becomes available @jolieadam please. We currently have a client in need of this added functionality 👍

[rtrind]

Excellent. In my case I want to hide the ticket owner from the customer portal, so giving more flexibility would be great.

[HSiddiq]

Hi Hallie, as a part of your development plans for customization options, please make it optional to display ticket owner and other fields. We do not want ticket owner displayed in the customer's pov. The ability to toggle this off would be be very helpful. Thank you.

[jigsaw_place]

Yes, we very much want the Ticket ID to show in the Customer Portal. 

Hoping it's in the next round of improvements!

[jolieadam]

Hi everyone, I'm very excited to share that this is now available in public beta (and you can request access here). With this release, you can customize which ticket properties and columns display in the customer portal, rename your column headers, and rearrange the order in which they're listed. Feel free to reach out to me with any issues or feedback (jadam@hubspot.com)

[BMattson]

👏

Been testing it since the private release and it was was well received by our internal team who really wanted to make sure customers were able to export a list of tickets. In the past they had been asking us to because they couldn't get all the details we wanted to show them.

[jolieadam]

Hi everyone, I'm very excited to share that this is now available in public beta (and you can request access here). With this release, you can customize which ticket properties and columns display in the customer portal, rename your column headers, and rearrange the order in which they're listed. Feel free to reach out to me with any issues or feedback (jadam@hubspot.com)

[BMattson]

@jolieadam - There was another request talking about adding flexibity to the ticket listing page, but I think this specific request was speaking more to the actual ticket details page if I'm interpreting it correctly. It's great to now have those properties available on the listing, but once you navigate from the listing into the details - you lose the details. 

I'd assumed this to be something similar to ticket records in the CRM itself. I have a view that shows me some items about a number of tickets and then I can click into the ticket for more details about that interaction. This saves the back and forth between the listing and details pages when a user needs to remember a specific detail about a property we added. 

If I am misunderstanding the original ask, or if this functionality is already there with this public BETA - then I will go and look further!

[hhiggins]

Hello! This feature is now live. You can select up to 10 ticket properties, rearrange the order of the columns, and rename column headers to match your business terminology as needed. 🙂

[HSiddiq]

Hello, thanks for the update. How do I customize the ticket properties?

[Nina_Biessmann]

@hhiggins so cool that this is live now. 
one thing I noticed though is that downloading the table does not contain the selected columns but only the "old" ones. 
can this be adjusted? our customers are asking for this. 
thanks.

[jolieadam]

@Nina_Biessmann We're working on updating the ticket export to match customized property columns as they're displayed. Should be out within the next month.

[jolieadam]

Hi @CowensCNX , excited to share that is this functionality is now live. You can add up to 10 properties on the ticket listing page, reorder and rename them.