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.

[jarnoylilehto]

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

[mikkishub]

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]

Hubspot Ideas portal seems to have several overlapping ideas that request the same thing.

For example this one: https://community.hubspot.com/t5/HubSpot-Ideas/Customer-Portal-Customize-Fields-on-Ticket-Listing-Pa...

And this: https://community.hubspot.com/t5/HubSpot-Ideas/edit-customer-portal-ticket-view/idi-p/622038

And this: https://community.hubspot.com/t5/HubSpot-Ideas/Option-to-Display-Specific-Ticket-Properties-in-Custo...

And this: https://community.hubspot.com/t5/HubSpot-Ideas/More-features-for-Customer-Portal/idi-p/830160

And maybe some more... so, please do these highly requested improvements to Customer Portal.

[rogermcnall]

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]

+1

[LNitti]

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

[WChae]

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

[FT23]

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]

We need this too!!

[LTrahan]

While I love the customer portal concept, I find it especially lackluster in what content is sharable. It would be much more valuable for us to be able to customize what ticket properties our customers/clients are able to see. While the conversation visibility in the portal is useful, it doesn't really distinguish the portal from the email chain in whatever software the client uses (i.e. Outlook). The customer could just as easily (or with more ease) access the same information via Outlook, so the customer portal doesn't really add value. Adding the option to show ticket properties would give Hubspot users more opportunity to add value and visibility for their customers. 

[lukas-accelant]

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.

[JSmith733]

Agreed - only being able to show "Open" and "Closed" statuses is very limiting. It would be wonderful to be able to customize the properties exposed, including Jira integrated ones.

[JDamiani]

+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]

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. 

[BMattson]

This. This is key for any user of the customer portal functionality. We really want to adopt the portal, but it's hard to sell to other stakeholders when it's so limited in its functionality and ability to communicate with the client on specific items (custom properties, exporting of data, etc.). 

[DHanna4]

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

[CristianaG]

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]

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]

@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]

@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?