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.

[Eddithor]

This is a very basic feature that could dramatically improve the customer portal.

We would strongly prefer to display our own case reference number property in place of the record id. We'd like to show the name of the primary contact to make it easier for the external teams that are on the customer side of the portal to manage their tickets. We'd like to create a text field which can have custom messages that provide quick references for status details or action items for them.

There's really no end to the possible improvements this could allow.

[StephenCavanagh]

My customers would really appreciate this functionality, very enthusiastic for this.

[StephenCavanagh]

My customers would really appreciate this functionality, very enthusiastic for this.

[RVaughan1]

This would be very beneficial for us

[sesquivelrami]

Waiting for this, is very important

[MFeal]

When we doing this?!

[JStamm]

The ability to add more properties and filters to the customer portal has been submitted in a separate thread. Please upvote here - https://community.hubspot.com/t5/HubSpot-Ideas/More-filters-in-customer-portal/idc-p/804137#M145658

[JStamm]

The capability to add additional properties and filtering has also been submitted in a separate thread. Please upvote here - https://community.hubspot.com/t5/HubSpot-Ideas/More-filters-in-customer-portal/idc-p/804137#M145658

[petermuldoon]

hope this is coming soon

[DStaat]

Hey @AEryorulmaz,

I'm David from the hapily support team! Our Customer Service Portal app would solve both of your problems. It allows you to choose whether customers just see an open / closed status on their tickets or the stage names you created!

We also just launched a new feature that allows you to choose which ticket properties are displayed to customers. You can see how that works and what it looks like from the customer's side here.

If you want to take a look at the app, here's a link to its app marketplace listing.

If you have any questions, feel free to reach out. I'd be happy to hop on a call with you!

Best,

-David Staat

[DStaat]

Hey @CowensCNX,

I'm David from the hapily support team! We have a Customer Service Portal app that would solve your problem! 

We recently launched a new feature that allows you to customize what ticket properties are displayed to your customer. You can see how this works / what it looks like in this blog post!

Here's a link to the app's HubSpot Marketplace listing so you can check it out yourself. And if you have any questions or need help setting it up, feel free to reach out. I'd be happy to hop on a call with you!

Best,

-David Staat

[DStaat]

Hey @FCadiou,

I'm David from the hapily support team! We have a Customer Service Portal app that includes this feature. You can customize which ticket properties your customers see every time they log in to your portal. Check it out here.

We can also perform custom work (at request) to add any specific features you need.

Let me know if you have any questions. I'd be happy to hop on a call with you!

Best,

-David Staat

[Miticus_1]

this is absolutley critical

[StephenCavanagh]

I installed the Hapily Customer Portal and subscribed to the Enterprise plan and can pleasantly say they have a custom field selector to show the fields I need in the ticket list of their portal.

In addition their ticket details page actually shows all email correspondence, not just the most recent exchange.

[petermuldoon]

I would like to see that but it does not seem possible for me using
Professional

[DStaat]

Hey @petermuldoon,

Are you referring to the Customer Service Portal or to @FCadiou's post? The Customer Service Portal offers this feature and is available on all HubSpot plans. I'd be happy to talk about it in more detail with you if you'd like!

Best,

-David Staat

[petermuldoon]

Thanks David,  I see that now.  I had a trial version that must have expired and therefore looked like it was not working.  Yes the Customer Service Portal looks better but it does not seem to show email actvities per ticket.  I would prefer it allow custom selected columns per my clients (rather than the same columns for all clients).  I would also like an export feature so clients can download as csv.

[DStaat]

Hey @petermuldoon,

While the Customer Service Portal doesn't currently allow a customized view per ticket, it does show all email activity on them. Was there anything in particular that made it look like it couldn't?

As for the export feature, could you go into more detail (i.e. What are you wanting to export)?

Best,

-David Staat

[SBallerda21]

This will be very useful if we can add more columns/fields on the customer portal, in our organization as we have a lot of tickets being raised from being departments and we would love to add "description" to the fields so that we will be able to see quickly a summary of what the ticket is about.

[DVerdyck]

HubSpot really needs to take a look at Salesforce here and compare the customer portals and their functionality. Salesforce is miles ahead on this one.

The customer portal in its current form barely gives our customers any information. All it shows is "Ticket exists" and is open/closed/custom status. It also shows some emails, however that functionality is janky as well since it only follows 1 conversation and breaks once a new email is sent (rather then a reply). We really need to be able to show properties in tickets and be able to choose which properties are visible to the customer