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.

HubSpot updates
129 Replies
Occasional Contributor

We run a SAAS business using Service Hub, so allowing clients to log in and see their ticket status would be a great advantage for their customer experience. 

Occasional Contributor

Hey all!

 

We've just launched our Customer Service Portal here!

 

https://appchemist.io/customer-service-portal

 

Please reach out if you'd like a demo, and we're open to customizing it and adding features based on ANYTHING that you'd need.

 

We'll be in the official ecosystem tomorrow but you can get in early, just shoot me a message!

Regular Contributor

Providing different mediums of support, but not a portal makes things confusing for customers. HubSpot themselves has a ticket portal for us as their customers, we should be able to have that same functionality for our customers.

Occasional Contributor

We'd love this idea. The ticket pipelines work great for our own internal focus and overview, but it would be good to show customers where their tickets are in the process and what we are doing in terms of activity to solve it.

 

This is a great feature we would definitely use!

HubSpot Employee

Hey everyone - My name is Lynne and I work as a Researcher with our product teams here in HubSpot. Firstly, thank you all so much for your feedback on this post. We will be running research in the coming weeks to learn more about the Customer Portal and would love to hear your thoughts in more detail. If you would be interested in chatting with me about this please take a minute and fill out the short form linked below and if you're selected for the study we'll be in touch with further details. Thanks again and looking forward to chatting more with some of you.

New Member

This functionality is very much needed. A significant issue we face is the lack of transparency our customers have when it comes to the tickets/issues they have raised. They need to be able to log in some how to be able to view the status of a ticket and any progress that has been made to date, along with any correspondance relating to their tickets, thus removing the need for constant manual updates to be sent which cost the company time and money.

 

Hubspot please add this to your system capabilities ASAP!

Visitor

This would greatly enhance customer communication and transparency and add signficant value to the Hubspot platform. Is there any update to where this request sits in terms of HubSpot's priorities? 

New Contributor

@Lyndora Has there been any progress to this yet? Is there a pipeline that we can view? 

Visitor

Honestly, it's difficult to fathom how this request has been open for almost 2.5 years and not implemented yet. This functionality is available in literally every other available service desk on the market, and a staple of ITIL protocols. This needs to happen...yesterday.