Honestly @ECMAdvisor at this point I doubt that it is going to be implemented. Which seems to be the point that @jholyoak was making. I am just thankful I discovered this major flaw before I decided to switch to Hubspot for the whole customer service team. As a general rule, if your own team needed to design something custom and couldn't use what was provided, why would it make sense for you to ask your own customers to use the rejected product.
We have decided to remain with Zendesk and are in fact moving additional business over to them. I let our account manager at hubspot know that this was one of the biggest factors in our decision.
I've replied to a different thread on this topic, but I'm curious as to what solutions you've come up with?
Unfortunately, we've already moved platforms and are essentially "stuck" with Service Hub's inability to provide self service ticket viewing. Our largest customers are complaining on a regular basis to the point it has become a rather large issue, one that may have larger consequences. I'd like to see what options (cost effective) are out there that we could take advantage of, rather than have to choose between this platform and keeping our largest customers happy.
We've had discussions with HS Dev and while the road map is nice to hear, it won't provide a solution that we desperately need today. It doesn't sound like anything will be coming any time soon for our needs.
Same happened to me. I got a refund and they stopped subscription. I think service hub is misleading its really task mgmt and workflow tasks it isn't a comparison to zendesk. Which we had to go back too. That aside I love hubspot I just want this feature...
We have been in the Growth Suite last year. And we have had one client en Service PRO. With the lack of functionality and the poor concept for managing tasks, we have lost the client. And for our agency, we have cut off the subscription on Service Hub.
JIRA is a winner with Jira Soft + Jira Confluence + Jira Desk
Zendesk the same.
Even for the only purpose of task management, we have been seeing clients using Asana, or any other task management software instead of the core functionality of HubSpot.
We strongly need improvements in these areas: Task and Client Portal for Tickets
We have resigned from Service Hub as in general it was hard to use, mainly due to treating our service emails as marketing emails. If our customer opted out from the newsletter it was hard to send him a reply for the query raised by bot.
Our marketing team uses Hubspot, for the Customer Service team we went instead for Freshdesk and I really recommend it for the ticketing system (and now I'm missing the proper integration between the two ;)).
We are a SAAS company and need the ability to support our customers through a support portal. This means that our users should be able to:
open a portal that will allow them to navigate to ticketing, knowledgebase, announcements and community forum functionality directly from within our application.
From an authentication perspective, when a user clicks on a 'Help' link in our software we should be able to SSO them into their respecitve Hubspot portal (using JWT or a similar authentication method). Note this authentication method should not interfere with the end-user. The reason the end-user should not need to take action to authenticate is because we have already authenticated them into our application and can pass that knowledge onto Hubspot.
After that, they should land on a page that will allow them to navigate to their tickets, knowledgebase, announcements and community posts.
Agreed. If Hubspot does do this now (providing clients access to their data on the Service Hub) what external service is best to integrate now? I could not find something in the app marketplace. Any suggestions are much appreciated. Thank you.
@jessewashere - no new update from HubSpot on this end. We are currently exploring use of the available API calls to work towards creating the view on our own. I will report out on our success at doing so as we move forward.
@jholyoakI'd be interested to hear about your progress as we investigated the API for pulling ticket details. Unfortunately, unlike other API's, it polls the entire object, you cannot query individual tickets. We've seen on average an ~11-minute timeframe to run just one API call (we have over 11K tickets). Without being able to query (ie contact or company) for tickets this is just not workable.
I'm very interested to see where you get with this.