Feb 23, 2022 4:45 AM
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.
May 12, 2022 3:31 PM
Has anyone identified a workaround for this? Presently for tickets with multiple conversations (more than one) I have:
Feb 24, 2022 4:47 PM
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.
Feb 24, 2022 8:57 AM
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).
Feb 24, 2022 10:15 AM
Ticket from the Customer Portal View (First Thread)
I open a new thread inside Hubspot under the ticket:
I only see the second thread in the Customer Portal View:
I already reached the Customer Support for this behaviour and they suggested me to open an idea.
Hope this helps.