Customization of Customer Portal, ability of customers to close tickets
Hi team!
Worked with a customer today who had the following suggestions for our Customer Portal tool. I think these suggestions would greatly benefit our customers and their customers in turn.
1. Customers who open tickets via the portal should be able to close the tickets as well.
Currently, the interface is such that customers can 'file a support ticket' in the portal and see the status of the ticket (screenshot).
However they cannot close the ticket from their end.
On the other hand, HubSpot's customers receive an automated email that has a CTA button prompting them to 'close the ticket' (screenshot) ; it would be great if this could be built from our own customers' marketing email templates and sent out via a workflow as well.
2. Abilty to customize the appearance of the Customer Portal. The current template is limited to change the font, colour and logo of the Customer Portal. It does not allow for more design elements, and also the wording such as the 'File a support ticket' button cannot be customized. It would be great if more room for customization could be offered here.
Hi everyone! My name is Hallie, and I'm an Associate Program Manager on our CXM team here at HubSpot. I'm happy to share that customers can now close tickets from the Customer Portal! (HubSpot users will still be able to change the ticket status afterwards, if needed.) There is more detail on this update and how it works here. I hope this helps! 😊
Agreed, HubSpot's own ticketing system for customers (us) has the "close ticket" button. Please add this same functionality (since you have developers who already know how to do it) so we do not have to switch ticketing systems to ZenDesk for such a basic feature.
100% agree, we just launched the portal for this very purpose. We want to expose fields for the end users to change many different values of a ticket... Including closing / re open etc 😔
Working with a customer on this! It is creating a lot of pain points so it will be great if we can allow the customers to close or reopen the tickets from their end.
Yes yes a thousand times yes! It's so frustrating that when I am interacting as a client with HubSpot's support, I can close and reopen my ticket but my clients are not afforded the same consideration. HubSpot team- can we please make this happen? Huge wishlist item for sure.
Plus one for this feature to allow the customer to incidate the issue is solved. Even the Support Inbox in HubSpot has such a link. In AWS support, there is such a button too. Look forward to this.
It’s surprising that HubSpot hasn't prioritized this feature. A basic ticketing system should include functionalities that significantly impact the customer experience. Allowing customers to resolve or close tickets on their own is crucial. They shouldn't have to contact support every time they need to perform this action. This oversight not only creates unnecessary friction for the customer but also adds to the support team's workload. Implementing this feature would streamline the process, enhance user satisfaction, and improve overall efficiency.
"HubSpot's own ticketing system for customers (us) has the "close ticket" button." -- I had no idea it's been almost 2 years since this comment and this feature is still not available to use for Service Hub. Share the wealth, HubSpot.
This functionality is pretty basic and should be available in a customer portal. Other ticket platforms have them too (even the one HubSpot is using) can we enable this Close this ticket button please?
Hi everyone! My name is Hallie, and I'm an Associate Program Manager on our CXM team here at HubSpot. I'm happy to share that customers can now close tickets from the Customer Portal! (HubSpot users will still be able to change the ticket status afterwards, if needed.) There is more detail on this update and how it works here. I hope this helps! 😊
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