Tickets & Conversations

SFolan
Member

How to modify the ticket info in customer portal

I have finally set up my customer portal so my customers can see their tickets but all it is showing is that there is no conversation associated with this ticket. Is there a way to modify (add) information from the ticket to the customer portal information the customer sees?  

4 Replies 4
kvlschaefer
Community Manager
Community Manager

How to modify the ticket info in customer portal

Hi @SFolan,

 

Thanks for reaching out to the Community!

 

I wanted to share this help article on how to configure the customer portal for your customers to be able to view ticket correspondence and status.

 

I hope this helps get you started!

 

Best,

Kristen


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0 Upvotes
SFolan
Member

How to modify the ticket info in customer portal

Thank you. I guess my confusion is that the article states that the customer can select the name of the ticket to see additional details but all it shows is conversation - not any additional details regarding the ticket. We have created tasks with checklist on the ticket we would like the customer to see but haven't figured out how to see it without making a specific ticket for each task. 

kvlschaefer
Community Manager
Community Manager

How to modify the ticket info in customer portal

Hi @SFolan,

 

Thank you for this detailed explanation!

 

The customer portal has 5 ticket properties that can be viewed by the customer, which is mentioned in this KB article here.

 

As far as showing an activity feed for the ticket such as tasks to the customer, that is a feature that is not currently available in the portal settings. I would encourage you to submit this product suggestion to the Ideas Forum! 🙂 

 

I would also like to add our subject matter experts to see if they have any ideas or workarounds.

 

Hi @jolle@Jnix284@Olivia_Bagnall - @SFolan would like customers to be able to view tasks (a checklist) in their ticket in the customer portal? Do you have any ideas of how this could be accomplished?

 

Thank you!

 

Best,

Kristen


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0 Upvotes
Jnix284
Hall of Famer

How to modify the ticket info in customer portal

Hi @SFolan and thanks for the tag @kvlschaefer , I'm also just getting started with Customer Portal and as a new tool/capability I think there are several areas for improvement, but what I've learned with HubSpot over the years is that they won't delay a new tool for perfect.

 

It's going to be released in the most effective way to work for the most customers, and then the product team is going to be actively listening for feedback to evolve the capabilities.

 

This is the best time to start sharing your ideas, but it's important that you are specific as to the needs, the benefits, and your use case - especially if you can share screenshots from your tickets/converations that you would expect the customer to see, how those permissions would work, etc.

 

Add your ideas as Kristen mentioned and share your link(s) back here so we can all upvote 🙂

 


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Jennifer Nixon