Customer portal for Tickets

Allow customers to log in and see their Ticket inbox, history, statuses, replies etc.

 

Ideally integrate this with Knowedge Base too.

114 Replies
Occasional Contributor

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:

  1. open a portal that will allow them to navigate to ticketing, knowledgebase, announcements and community forum functionality directly from within our application.
  2. 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.
  3. After that, they should land on a page that will allow them to navigate to their tickets, knowledgebase, announcements and community posts.
New Contributor

Status update? 

New Contributor

@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.

Occasional Contributor

@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.

 

Dan.

Occasional Contributor

if you transpose what you do in your own support, then you will become killers compared to other Zendesk and Cies ...

HubSpot Product Team
HubSpot Product Team
updated to: Being Reviewed

We are currently reviewing bringing this feature to Service Hub and will update this post when more information is available

Occasional Contributor

Thank you HubSpot. That's fantastic news. By when do you expect the review to be completed?

New Contributor

@goconnor thank you for the update. I am happy to see the change in status and look forward to hearing more details as efforts progress

Occasional Contributor

Thanks @goconnor 

 

Good news!!!

Occasional Contributor

looking forward to seeing this in the HUB!!!!

Occasional Contributor

@goconnor Great to hear, hopefully, it will be sooner than we think and will alleviate any concerns for sourcing elsewhere.

 

Cheers!

 

Dan.

New Contributor

Awesome news @goconnor! Can't wait to use this in HB.

New Contributor

@goconnor Wonderful news. I posted to the idea stream last year about it. It is our #1 enhancement request on HubSpot and we use Sales / Service / Marketing Professional Hubs pretty heavily. 

 

Good move on the Product Management team part. 

New Contributor

I want to plus one this idea. We have clients requesting this and we would like to use it for ourselves!

Regular Contributor

I have been playing around with the API in order to build this out as a side project.  My current ideas on the subject and interface are below.

 

In order to implement it correctly, the app would authenticate with oAUth to get access to all of your company's tickets and then sync the data out of Hubspot on a schedule, every couple hours I think.  Your customers would then go to your specific portal login and see a listing of all tickets their domain is associated with.  

 

When someone new registers on your portal URL you would need to approve their access and associate them to a company domain in Hubspot that the tickets are also associated with.  Once in they could re-open or close a ticket, that is just changing it's status.

 

Pulling in conversations and other associated data or directly replying to a ticket in the app would be much more challenging.  

 

A limitation of the API is that the name of your pipeline stages / the pipeline itself are not exposed on the ticket data, only their value so I am working on a way to fix this as well.

 

My first prototype screenshot is below.

hb Tikcets.png

New Contributor

Please do this - SO IMPORTANT

Regular Contributor

Upvote 1,000 times over!

New Contributor

Experienced a bit of an "insult to injury" moment on this front today. We've been working to create reports of open tickets to be sent to clients unhappy with their inability to review their own open tickets.

First key challenge - reports cannot be autorun on a time-based basis. The only thing that can be run on a scheduled basis are dashboards. Our thinking - OK, we will build a dashboard which contains the open tickets for a specified client and have it auto e-mailed to the client.

Next challenge - dashboards can only be auto e-mailed to HubSpot users. OK, we will auto-send the Dashboard to an internal HubSpot user and then build Outlook-based auto-forward logic to get the Dashboard to the end client. Kludgy, not optimal, but workable.

Next challenge - dashboards e-mailed from the system only include a very small number of rows for a cross-tab style report. If the client has more than that many rows of open tickets they have no way of seeing the full output. That's not workable.

Further fallback option: we will create reports specific to the clients that have the data needed, run them manually on a routine basis for all the clients who require them, and then manually send out the cross-tab report export in an Excel format. Far from optimal, but what choice do we have at this point?

Final insult - we can't create the report we need to manually run and manually send to our clients to fill the gap in core HubSpot functionality. You see, one of the fields our clients want to be able to see is "who opened the ticket?" That can't be done on a Ticket-based report. Associated Contact - is not a field available as a ticket property in the Reporting set-up. Create a Cross-Object report? Nope....Contact is not an available field in the Company properties. If I build the cross-object with Contacts as the object secondary to tickets I can Filter on named (not Company ID) Company field but it does not pull the full record set (confirmed by HubSpot support).

@goconnor - is there any insight you can provide? Even my workarounds need workarounds at this point. I love everything that HubSpot Service Hub is bringing to us at this point outside of this key set of functionality. My clients are getting antsy because they cannot get at the information they need. Help.

Esteemed Contributor

+1

 

We are a SaaS company that needs this. Ability to show the customer's tickets is important for good customer service.

 

Ideally, the list can be filtered by tagging, so that different users can be shown different sub-sets of tickets (e.g. type=all, type=billing etc)

 

Very important for us as SaaS business: the list must be available via embedding + must support SSO. If there is no SSO, then the user logs on to our application, requests the list of tickets and then is asked for a new/different set of credentials for the Hubspot list. Cannot work. MUST support SSO. 

 

Regular Contributor

The way that Hubspot Support Inbox works is well set up. Flip that around and we'll be in business!