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I find it so difficult to believe that a client can't view at least their own ticket directly, even if not a full "dashboard" view for all of their tickets. I too am moving over from Zendesk and finding there is a lot missing.
If we can provide a support inbox feature to our customers, it would be great if our customers can provide this to their clients as well! It'll help to integrate the service tools like the support form and ticket automation, and allow our customers to manage all their service offerings in HubSpot.
This is a #1 feature our team is complaining about. We migrated from Freshdesk for couple of products and they are not approving migration of support for other products to Hubspot.
Very important! Our customers have been asking for this. They have to "sign in" to the knowledge base to see articles that they have access to, but they have no way to see tickets they have submitted.
HubSpot - we need a Customer Portal that allows customers to view and work with their support tickets. What tickets are open? Closed Tickets? not just a single Company Contact, but if there are multiple people at a company there should be some link that allows them (permissions required) to see all open tickets for a Company.
In the absence of a Company/Customer Portal, could you provide some email reporting that is capable of sending the open ticket list to the Company Contact on a dynamic time frame - daily/weekly/monthly?
I agree with Crush. I also switched from Zendesk to HubSpot and have to explain to clients why they cannot see the status of Open Tickets, the way you actually can by using HubSpot very own Support Help Desk. Not sure why there is not announcement or fix on this from HubSpot. I cannot imagine anything else more important in the Service module than this for dealing with anxious customers. Instead we got some automated workflows per ticket stage released, which creates a very robotic feel to the customer experience. Oh well...Will wait for HubSpot Product Management to pay attention to this thread....
Adding to the symphony of other users dissappointed in the lack of this basic functionality within the Service Desk system. When we inquired about this during our implementation we were told that the Service Hub offering is still a "relatively new" tool within the HubSpot suite and that this has not been included in a roadmap at this point. It was suggested that we add the request to the Community idea hub here. It is interesting to see the vast number of "up votes" present dating back 2+ years. It is also telling that HubSpot clearly understands the value of this feature since it is present within their own user support experience.
HubSpot - why is this feature "minimally viable" for your own customer support experience but not present within your market offering after multiple years of product availability? Is it possible to get an update on plans for inclusion of this core functionality from the Product Management team?
