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
131 Replies
New Contributor

@SalesIsScience - have you made any progress on your API-based rendering of the Support items? I ask, because we are beginning to head down that path because HubSpot has not provided any clarity on if and/or timeline to the addition of this much-needed functionality. We are not seeing Status as an available field in the API, though and Support does not find this value either. Clearly a ticket view without Status is going to be a non-starter out of the gate.

New Contributor

No, we decided to continue using FreshDesk, which has a customer self-service portal. We cancelled our subscription to SupportHub.

New Contributor

@goconnor - can you comment on availability of Status as an API available-field? With HubSpot Service Hub customers forced to self construct customer views into outstanding Service Hub tickets the Status field is key.  If you can share more details surrounding timeline for availability of the native functionality that would be optimal, but guidance on the API data would be a decent start. 

Regular Contributor

@jholyoak , thanks for asking.  I have been able to make some progress.  It is going to require using an OAuth integration to loop back onto each ticket for each portal.

 

You need to use the associations API to get the associated pipeline for each ticket and then call the pipelines API to get the stage name for each pipeline ( one support hub might have multiple pipelines).  once this is done you will either need to store this data inside that app and refresh it from time to time or call these other apps on every load.  It is unlikely that calling these APIs everytime, will be allowed with HubSpot's API limits.  I am planning on storing this data inside the app as it is likely to be updated infrequently.

Esteemed Contributor | Elite Partner

Hi,

 

We've created a Customer Portal where any HubSpot Contact can be invited to, and then they can view their own or tickets associated to their Company. They can filter, view Notes and Add Notes.

 

Try it here: https://ecosystem.hubspot.com/marketplace/apps/customer-success/ticketing/customer-ticket-portal-220...

New Contributor

+1 We would love this feature.

Occasional Contributor

Would really enchance our customer experience!

Visitor

Yes Please!!!
This is the must-have feature and we are getting so many requests for this feature from our client. Please release this feature to Hubspot as soon as possible.

Visitor

Please move this to implementation. I am surprised to see that this request is still being reviewed even though there are two years worth of comments supporting the need for this type of client communication and visibility. 

New Contributor

+1. Much needed

 

Esteemed Contributor | Elite Partner

Hi @badinoff - We launched our Customer Ticket Portal in Beta about a month ago, in the last 30 days we have got great feedback from a lot of people on this thread and have made several improvements and there are a load of new features coming out in the next sprint. 

 

You can sign up for a 14 day trial here: https://ecosystem.hubspot.com/marketplace/apps/customer-success/ticketing/customer-ticket-portal-220...

 

We can also customize the ticket portal for your requirements - different branding, additional content blocks etc.

Regular Contributor

New user, very surprised that this functionality doesn't already exist, I thought I was just missing something until I found out that it isn't there. With Hubspot's own support having this surely there is an opportunity to roll out the functionality and monetise it??

New Contributor

We also need this feature. Also, would be super nice to know if this will take another 2 yrs to get into development or is there a chance something might happen sooner?

Occasional Contributor

Dear HubSpot team -

 

Given tremendous support here in the community for this basic functionality could yo provide an update to all of us, please?

 

1) Have you decided to roll out the obviously existing functionality (HubSpot uses it for us = clients) to our clients (= clients' clients) as well?

 

2) If yes, what ETA could you provide?

 

Thank you for your understanding and support.

Best regards,

Ralf

New Contributor

Bonjour,

Avez-vous des informations sur cette évolution ? Prévoyez-vous dans vos sprints à venir de planifier cette évolution ? 

Par avance merci de votre aide,

Bien cordialement,

Regular Contributor

This has been in review status for 2+ months now.  When will we know if this is going into the  planning phase or if its being trashed?  Inquiring minds want to know!

New Contributor

Our business could benefit huge from integrating Support's data to our platform... H-U-G-E.

 

This one, stinking feature is missing, though. So we can't get their buy-in. I've heard it's underway, but can we get an ETA?

New Contributor

I would love to provide the /support-inbox experience to my own client.  A clean and simple interface to see all your own ticket, close them yourself as client and leave a feedback. 

Regular Contributor

259th Yes please

Occasional Contributor

Wow such silence from Hubspot.

Considering how much we spend with you each month, you would think that something like this would be greate client retention fodder!

 

Cheers

David