Tickets & Conversations

LucaDelFiore
Participant

Customer Portal - Multiple Threads on Ticket

Add the ability to see all the threads related to a ticket in the customer portal.

As is, if someone opens a new thread in a ticket, the previous thread disappears in the Customer Portal.

4 Replies 4
Harrong
Participant

Customer Portal - Multiple Threads on Ticket

Has anyone identified a workaround for this? Presently for tickets with multiple conversations (more than one) I have:

  1. Targeted the original conversation as a base - customer have expressed that it is important to them that they have visibility to the original submission
    Trashed all conversations associated with the ticket
  2. Gone into the conversations trash and taken a screenshot (or copy and paste) the "trashed" conversations/threads 
  3. Replied in the remaining thread with the C&P'd infor and or the screenshot.

    This is not ideal for our brand or our customers
0 Upvotes
SteveHTM
Contributor | Partner
Contributor | Partner

Customer Portal - Multiple Threads on Ticket

I have very much the same problem in early setup of the portal - original ticket data can be seen when no response has been made. But as soon as an email is sent, the original ticket record vanishes and all I see is the email trail. This is related to work on account 20646593.

 

I'd like to be able to report/respond in the beta program forums but seem unable to raise a ticket in that board, even though I can see existing discussions.

 

Steve

0 Upvotes
JenWeiss
HubSpot Moderator
HubSpot Moderator

Customer Portal - Multiple Threads on Ticket

Hi @LucaDelFiore , 

Thank you for reaching out! 

I understand that you would like the ability to see all the threads to a ticket within the Contact record. Do you mind clarifying a bit further by what you mean when 'someone opens a new thread in a ticket, the previous thread disappears' ? If you could send over a screenshot of what you are seeing currently then the Community can have a better understanding. This will allow us to see if we can find a solution or workaround (hopefully). 

 

Best,
@JenWeiss 

0 Upvotes
LucaDelFiore
Participant

Customer Portal - Multiple Threads on Ticket

Ticket from the Customer Portal View (First Thread)

Screenshot 2022-02-17 16.48.03.png

 

I open a new thread inside Hubspot under the ticket:

 

Screenshot 2022-02-17 16.49.17.png

 

I only see the second thread in the Customer Portal View:

 

Screenshot 2022-02-17 16.48.57.png

 

I already reached the Customer Support for this behaviour and they suggested me to open an idea.

Hope this helps.

Best,