I've noticed that on the customer portal, I can access a view of ongoing tickets and communicate with support from this area. However, I haven't found any way to respond to ongoing tickets directly from HubSpot. The only available method seems to be sending emails.
Is there an option that I need to activate to allow responding to tickets from within HubSpot? Do we need to configure the customer portal specifically to retrieve the content of sent emails and display it as a reply on the customer portal?
Additionally, would it be possible to configure a sending email address on the Sandbox, allowing us to continue our tests?
We'd also want to find another way to reply to tickets submitted in the customer portal.
We're trying to limit email communications and the way responding to tickets now works seems a bit weird. The customer can have the entire conversation in the customer portal, which is great, but for some reason our only way to respond to them is by sending them an email which doesn't even include the original message from the customer.
The way I see it, we should have an option to answer to tickets in a way that only sends the response to the conversation in the customer portal and notifies the customer via email.
Also, currently the customer only seems to receive automatic email notifications about their own replies, which is unnecessary and apparently can't be disabled. (See this post here)