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.
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.
.png "HubSpot Employee"){kind=icon}
