HubSpot Ideas

atma

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
Delivered
March 07, 2022 05:04 AM

All Service Hub Professional and Enterprise accounts now have access to the new customer portal tool. Read more about how to set it up in this article.

In Beta
October 06, 2021 09:04 AM

Hi all! We now have a customer portal feature in public beta for Service Hub Professional and Enterprise customers. Thank you so much for all of your feedback to date; we appreciate it so much! 

 

We will be expanding the beta over the coming weeks and months. For those who would like access:

  • If you have already DM'ed me for access to this beta: I have made a note of your details and will add this feature to your account in the coming weeks, if it is not already there! 
  • If you have not already contacted me or your CSM about this feature: Please submit this form with your details. There will be a delay to get access, but the feature will be in your account in the coming weeks.

You can find setup instructions in this KB article, as well as this Academy lesson

By accessing our beta, you agree to the HubSpot Beta Terms.

August 06, 2021 11:41 AM

Hi folks! Please DM me with your portal ID and email address if you are interested in participating in the beta. Thanks!

March 18, 2021 01:29 PM

@FAvédian & @mikloso happy to take down your details for the beta. Would you pleasee send me a direct message with your email and HubSpot portal ID? Thanks!

January 22, 2021 01:38 PM

@AnastasiaGH sure! If you personal message me your email and Hub ID, I'd be happy to take note of it.

In Planning
January 20, 2021 12:06 PM

Hi all! Thank you so much for the feedback and for your patience. I'm updating the status of this idea to "In planning."

 

We plan to have a beta open up later this year, and I will be sure to post additional updates here as the timeline becomes more clear.

Being Reviewed
April 22, 2020 03:27 AM

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

221 Replies
jschofield5
Member

We also would love the feature and it would save us loads of time.

GS
Participant

Our company just started using Hubspot and I was very surprised that this feature is currently not available. Hopefully it is in the pipeline and not too far away 

cbragado
Participant | Partner

Not to far away? I hope so... Do you have any info?

GS
Participant

@cbragado I have no info......all I have is hope.

Jusbut99
Member

Hi Guys,

 

So I reached out to Hubspot and apparently it's on the roadmap for this year Q2,3 or 4 at the latest.

 

😄

GS
Participant

@Jusbut99 thanks for your update.

cbragado
Participant | Partner

Thanks @Jusbut99 and @GS 

EricP
Member

Yes! Service Hub really needs this to be a contender in the market.

onvista
Contributor

We really need to have this feature so that customers can check their ticket status anytime.

EricP
Member

Seems like HubSpot could just open up the platform they use for their internal support system to HubSpot customers???

Markus
Participant

Would be great to have this feature!

vbijay
Participant

Yes a must-have. Can Hubspot confirm the expected release date of this feature?

jjmartin
Member

It is very importante for my organization

TristanEley
Member

Is there any lead time on this? It's becoming very urgent for us and it's been a feature request for more than 9 months now...

spothopper
Participant

SpotHopper is waiting on this also... Can someone from HubSpot answer to all of us here?

TristanEley
Member

The response I got from HubSpot was: 

"Hi Tristan,

Thanks so much for speaking with me today, it was an absolute pleasure!

I reached out to my team internally regarding whether there is a tool in planning from the development team here which allows customers to see the status of a ticket submitted and they have confirmed with me that there isn't. I totally understand the usage of a tool like this. As a potential workaround, I know my colleague Matt already mentioned it to you but you could set up automatic emails that are sent out when the ticket stage changes.

I understand that this is not the answer you were hoping for but I hope this information helps you out nonetheless. Please let me know if I can clarify anything on the above.

Best,

Clíona"

Jusbut99
Member

Wierd I got a completely contradicting answer:/

Advokatix
Member

This is needed!

rcanedo
Participant

Spy on me Hubspot doesn't have it. It is the basic tool of a ticket manager. Everyone else has (zendesk, zoho, feshdesk, octadesk, ...).

Ralf
Member

We agree with all the comments and upvotes here. This is a fundamental tool and urgently needed

Thank you for closing the gap asap.