How to document and provide a ticket solution to client
SOLVE
Dear Community,
I´d like to understand what is the best way to communicate and document a solution for a ticket. We use the ticket-function from Hubspot, so customers can create support related tickets. "I.e. my desktopscreen is black, what should we do".
First I really miss, that I can´t communicate with my customers using the customer portal. Like a customer sends a message using the portal, I´d like to answer it and it should be visible in the ticket.
Second, i´m not getting how to provide a solution for a ticket in a proper way. For me it looks like, I have to send an emal providing the solution and then close the ticket manual.
How to document and provide a ticket solution to client
SOLVE
follow-up question on this topic. How i associate a ticket that was not open in the portal, i.e. manually by the support agent? In the end i want the the customer to see everything in the portal.
I also wanted to invite a couple of other subject matter experts to this conversation @ChristinaKay, @louischausse and @StjepanGrcic, do you have any suggestions to help @MGallmeier with the customer portal, please?
If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂
How to document and provide a ticket solution to client
SOLVE
Hey @MGallmeier would the conversations inbox suit your needs? That would link a conversation to your ticket, so you can monitor all emails/communication and notes on the ticket record.
Tom Mahon Technical Consultant | Solutions Engineer | Community Champion Baskey Digitial
Did my post help answer your query? Help the community (and me) by marking it as a solution.
How to document and provide a ticket solution to client
SOLVE
I honestly haven't used the customer portal yet, but according to the knowledgebase article conversations communication should be shown in the customer portal, as long as they're associated to a ticket. https://knowledge.hubspot.com/inbox/set-up-a-customer-portal
Tom Mahon Technical Consultant | Solutions Engineer | Community Champion Baskey Digitial
Did my post help answer your query? Help the community (and me) by marking it as a solution.