Allow customers to log in and see their Ticket inbox, history, statuses, replies etc.
Ideally integrate this with Knowedge Base too.
This is something urgent, because our customers need to have a place to validate open, closed tickets, response times, etc.
we got the answer from HubSpot that there is no client portal at this moment. So we decided to build it up on our own. There are a few Problems you maybe will reach for. In this post I will describe our work and how we setted up a client portal.
1. The costumer should get a Username and a Password for login.
2. Login in User should see: all his Tickets, a summery of his contact and detailed information on each ticket.
1. To identify a Ticket you have the ticket ID, but this ID changes when you merge a ticket with another one.
2. The Client ID (Password / VID) is only given in the contact URL so when a Ticket is created you have to paste the VID once in a new property of the contact.
1. Build up an API request for The Contact (via e-mail and vid) if they are not matching refresh and show an error.
2. API get request for all linked Ticket ID`s (give them custom Names (because the ID may change))
3. List all This information on Client Portal.
This would be very helpful for our organization.
This is a must for us... It's sometimes kind of confusing for the customer if their ticket was actually created or not, and if it's being taken care of or not. Right now we're considering switching to zendesk, they seem to have this functionality already.
Yes, it is a must ... we had Zendesk and we switched to HubSpot and we are very worried about having lost this basic help desk functionality..
and we don't see that there are HubSpot actions in this idea published in July 2018
this is what we had in Zendesk
I would love it if they could even just log in and manage/update their preferences and subscriptions.
Yes please! - This feature is very important to our customers and the follow up - as just having emails sitting in their inbox to track what items they have submitted to us - is not a great customer experience. We are in the process of moving from Freshdesk to Hubspot tickets and this was one of the items that was missing - adding this feature will be a game changer!
Can ideas in the forum be merged? I see this as a rather similar request with another 18 votes : ) https://community.hubspot.com/t5/Tickets-Conversations/How-can-a-client-check-the-status-of-their-ti...
I think so.
The two issues are solved at the same time. We can join them.
I would like to also comment that having a end-user facing support inbox is paramount to my support operations. I am in the process of migrating from ZenDesk to Service Hub as my company has consildated sales and maketing ops into HubSpot. We are unable to move forward with our part of the migration, as we cannot risk a reduction in service provided to our current clients. They use and expect to have a support hub/inbox to view of all tickets they have and their organization have submitted.
Dear HubSpot team,
would yo be able to provide some color on this high level item?
Consideration Yes/ No? , Already spec-ed out? In plan? ETA?
Recently opened a ticket on this. Standard functionality in Zendesk. Our customers are asking for visibility in their outstanding tickets.
Totally needed.......A massive surprise to us that is isn't built into memberships within the knowledge base. Coming from Zendesk our customers will lose service functions if we adopt HS Tickets.
When tickets are registered, allow customers the chance to see their ticket 'thread' (of live chats, emails etc.) in a portal, much like Hubspot have.
I also need this.
Allow customers to track ticket history
Upvoting this idea, our customers are also asking for the ability to view and track their tickets.
Yes, this is essential for our business as our customer base grows.
This would be really helpful. More and more customers want to use Hubspot to offer self service options for their clients and they do want the ability for customers to be able to edit their own details.
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