HubSpot Ideas

CowensCNX

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.

76 Replies
jarnoylilehto
Contributor

Highly needed for many of our clients that use HubSpot's customer portal. +1 to this idea.

mikkishub
Participant

We are rather new users of Hubspot, and with all the "premium subscriptions" we have, I was stunned by the fact that this configuration option is missing from the Customer Portal.

 

Come on Hubspot, make it happen!

mikkishub
Participant
rogermcnall
Member

I addition to being able to control the ticket properties displayed, it would also be beneficial to be able to create different Portal Subdomains based on the ticket pipeline, as we have subsets of users who would need different access to different types of tickets. As well as the ability to control visibility into the different types of tickets and ticket pipelines.

Some examples from our use case would be:

 

  1. portal.benefitbay.com/applications
  2. portal.benefitbay.com/support
  3. portal.benefitbay.com/terminations


We have Enrollers who process applications and would only need to be able to see and interact with the application tickets they are responsible for assisting with enrollment.

We have a different subset of users who would need access to view and see the support tickets, for themselves and for their organization

And maybe a different subset to view and manage terminiations.

Happy to provide more detail or context to this idea, if needed.

ThaisCampbell
HubSpot Employee

+1

LNitti
Contributor

Our clients are asking us for this as well, as they want to be able to see more information from the initial table.

WChae
Member
We need this functionality because exposing the priority is crucial to meeting SLAs and meeting customer expectations.
FT23
Member

Reality is that HubSpot doesn't care about this feature request. Helpdesk functionality in general is quite messy. It's handy when Helpdesk is combined with CRM, so we'll probably keep eating it, but not feeling happy.

arrigo
Member

We need this too!!

lukas-accelant
Member | Elite Partner

Absolutely essential. I'd like for more configurability on these sorts of system-like pages, as other properties may be necessary and useful for customers to see.

JDamiani
Member

+1

Has anyone heard back from the Product Team on where this feature sits on the enhancement plan?

 

Should be a standard part of Service Enterprise for usability

BMattson
Participant

Agree with the above. Communication with customers is huge, and having a support portal that allows no customization to configure displaying of properties from with HubSpot seems silly to us. 

DHanna4
Member

Not being able to customise this is a huge drawback for us with the Customer Portal!!  Please add this functionality!!

CristianaG
Member

This functionality would be so useful! The ability to make the customer portal more client friendly and customizable would be very very appreciated internally and externally by end users. 

TonyCC
Participant

Big +1 for this one. As we roll out a new service offering, we need to provide additional details to customers using the Customer Portal. In our case, a few key Ticket Properties on the list would go a LONG way. Request Topic to help categorize the types of requests coming in from the customer. Requester from the Customer Company would be another great inclusion. 

jolieadam
HubSpot Employee

@TonyCC Custom ticket properties is on our roadmap and we'll be adding ticket requester on the ticket listing page within the next few weeks.

MFeal
Member

@jolieadam thanks! Do we know of an ETA for this ? "Custom ticket properties is on our roadmap and we'll be adding ticket requester on the ticket listing page within the next few weeks." is it more as icebox type or decision makers needed for this feature? 

TonyCC
Participant

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.

mikkishub
Participant

Great to hear that @jolieadam !

Really looking forward to this enhancement.

jolieadam
HubSpot Employee

@MFeal custom properties will be at some point in Q3