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.

[CowensCNX]

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. 

[CowensCNX]

@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.

[CowensCNX]

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. 🙂

[CowensCNX]

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)

[CowensCNX]

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. 😊

[CowensCNX]

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! 🙂

[CowensCNX]

@LTrahan This is on our radar, and it'll be released this year.

[CowensCNX]

@MFeal custom properties will be at some point in Q3

[CowensCNX]

@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.

[FCadiou]

Hello, 

It will be interesting to have the possibility to set which properties can be showed on the customer portal such as category or priority for example.

Thanks ! 

[AEryorulmaz]

Thanks HS Team for launching the Customer Portal.

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".

[CSpeckhardt]

Seconded!

[FCadiou]

Must have !
It's a mess to keep the customer updated

[HEhlenba]

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. 

[thorndikedev]

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.

This is essential for us. 

[LMitcheltree]

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. 

[EClark5]

This is absolutely essential to us as well. We have not been successful with instituting a workaround, and it' a massive pain point for our cleints. 

[CaroleO]

Great idea! Our clients would love to see this feature.

[AYin]

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!

[JPerney]

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! 

[clydle]

Very important functionality. The portal is very limited without the ability to customize fields.

[JonnathanP]

We would like the "ticket owner" as an option to display in the customer portal, for obvious reasons (i.e. who do they ask to speak to).

[dorecchio]

Really need more control of the information the customer can see. 

[MFeal]

Please!

[PLaukvik]

Would be well appreciated for us aswell.

[petermuldoon]

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.

[OFärnskog]

This would indeed be a great function to have!

[lisa_karlen]

We really need this functionality. 

[FT23]

Waiting for this functionality