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.
I suggest letting Hubspot users( companies) selecting what properties should be visible on The Customer Portal assigned to their tickets.
For example --> we have a custom property ( Ticket Type) on all our tickets. It would be great if the customers could see that.
Or at the moment customers can only see OPEN or CLOSED.
We however have other internal statusses - it would be great if customers can see at what stage the ticket is ( more visibility) to avoid questions like " what is the status of my ticket".
I agree! Right now, it is a pretty poor customer experience to look and see many tickets "open", then have to click through each ticket to see which have a dialogue or may even be waiting on the client for more information.
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.
We just switched to ServiceHub from Zendesk and completly regret it. Customer experience is awful. Customers can not see anything in the portal!! Why even have a portal if customers cannot see the information on the form THEY submitted. Customers should be able to see everything they put in the form, especially the description. Who was the product manager for this feature....geeez...FAIL! Our customers are really upset and it is creating a TON of manual work for us to send exports, screen shots or put into emails or templates so they can see all the ticket info.
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.
