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.
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.
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:
portal.benefitbay.com/applications
portal.benefitbay.com/support
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.
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.
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.
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.
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.
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 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?
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.