Customer support inbox

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Regular Contributor

Right now our implementation specialist said there is no way for a client to see their support inbox?

 

Support_Inbox-1.png

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Community Manager

Yess that does make sense @jean-david! The tickets functionality allows you to create a ticket with your clients, however it doesn't include the inbox feature on their end. The type of page you are looking for would be custom, and isn't something HubSpot has a template for at the moment. I can definitely see the use case for this feature, though. 

 

If you're interested in building out a page like this, I would recommend starting by crowd sourcing your inquiry in the designers forum. Additionally, if you would like to see this functionality included in HubSpot in the future, I would recommend creating an idea in our ideas forum.

 

Thanks,
Jenny


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Community Manager

Hi @huddlehouse to confirm - all users in a portal have access to Support Inbox.

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Highlighted
Regular Contributor

How do we give our clients that same support Inbox?

Community Manager

Support Inbox is available in all customer (Starter, Pro, Enterprise) HubSpot accounts. It can be accessed via the Help button when a user is logged in. 

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Occasional Contributor

is there a way to view other users' help tickets ?

CC' certain users to a help ticket ? 

Or is it possible to have a "TEAM" support inbox view?

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Regular Contributor

@roisinkirby I think it does not answer the question. Hubspot customers can indeed have access to Hubspot Support Inbox, but I thinh the question is : can we (or when will it be possible) as Hubspot customers to offer a Support Inbox to our own clients ?

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Community Manager

Hi @jean-david,

 

The tool that is most similar to HubSpot's support inbox is the inbox tool within HubSpot conversations.


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Regular Contributor

Hi @jennysowyrda

I think we are not talking of the same thing, unless I missed something...

 

What we are wondering here is how to show our clients (not our team) a support inbox where they can see all their tickets with us and update them, similarly to Huspot support inbox that we as Hubspot users use when we open a ticket with the Hubspot support team.

 

Does it make more sense ?

 

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Community Manager

Yess that does make sense @jean-david! The tickets functionality allows you to create a ticket with your clients, however it doesn't include the inbox feature on their end. The type of page you are looking for would be custom, and isn't something HubSpot has a template for at the moment. I can definitely see the use case for this feature, though. 

 

If you're interested in building out a page like this, I would recommend starting by crowd sourcing your inquiry in the designers forum. Additionally, if you would like to see this functionality included in HubSpot in the future, I would recommend creating an idea in our ideas forum.

 

Thanks,
Jenny


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