How to document and provide a ticket solution to client

[MGallmeier]

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. 

Any thoughts and ideas?

Best Regards, 

Markus

[Lucila-Andimol · Accepted solution]

Hey @MGallmeier  hope you are doing great.

So this is an example of how a Customer portal looks like

you can see a list of the tickets, their status, and when you click a specific one

you get to see all the email/message exchange (from the inbox).

You can also setup a live chat/bot if you want to interact live

or put a chatbot with more info.

Hope this helps clarify how you can use it.

[OAlterescu]

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.

[BérangèreL]

Hi @MGallmeier,

Thank you for reaching out to the Community! And thanks a lot for your help @TomM2 🙂

I'd like to invite Community Members to join in this conversation: @cristinas, @JeromeBourreau and @SFolan, do you have any ideas on how to help @MGallmeier, please?

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 🙂

Thanks and have a great day!

Best,
Bérangère

[TomM2]

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. 

[MGallmeier]

hi Tom, 
Thanks for your fast reply. 
Correct me if I´m wrong, but the covnersations inbox will not be visible within the customer portal right? 

[TomM2]

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