How to respond to a ticket created through the portal via form

[DanaIrvine]

We have the client portal set up, and have configured the ticket creation for. This works as expected and generates a ticket with a "form submission": record with the original cntent., Wha t I can't figure out is how to repoy to that form submission without creating an email chain, which hides the original form submission from the client. The client should continue to see the original form submission on the portal. Also, how can we converse with the client within the ticket wihtout sending an email?

[Lucila-Andimol · Accepted solution]

Hi @DanaIrvine 

how the support system works 

is by sendind always a reply by email

unless is a chat.

So when you create a ticket from a form 

you are able to see the information sent in the form

and then all the replies in the customer portal.

As seen here:

Just consider the emails as a backup document.

If you prefer to interact in a different way

you can setup a customer agent or a traditional chat inside the customer portal

but I'm not sure if the conversation 'd be display in the ticket afterwards

(the same way as the emails do).

If you want to post a different way of working so that HubSpot product team considers it

You can do it here in the ideas forum.

Hope this helps.

[Shadab_Khan · Accepted solution]

@kennedyp Thanks for the tag!

Hi @DanaIrvine ,

It sounds like you're trying to keep things clean for your clients by not cluttering up email threads with the original form submission, which totally makes sense! Here’s a suggestion on how you can handle it:

• Leverage Sequences for a Clean Response:

  • Since you’re not a fan of the conversation inbox (understandable!), a good workaround is to use HubSpot Sequences.
  • As soon as the form submission comes in, you can set up a workflow to automatically trigger based on that submission and enroll the contact into a sequence.
  • This way, you can send a personalized response tailored to their submission, and it won’t include the original form content—keeps things tidy and professional!

• Smart Sequences and Workflow Logic:

  • If you want to take it a step further, you can use conditional logic (HubSpot’s if/then statements) to make sure the response is even more customized depending on the form details.
  • This makes sure each client gets a response that feels personal, without turning it into a long, messy email thread.

• If You’re Thinking About Marketing Emails:

  • If you’re considering sending marketing emails instead, you can set up a similar workflow. But since this seems more like a one-on-one conversation, sequences are probably the way to go here.

Hopefully, this keeps your communication smooth without bombarding the client with extra email threads. Let me know if this works for you!

Stay Awesome & Keep Doing it BIG 🔥 

[DanaIrvine]

You have it backwards. We want the form submission to be included in the email replies. We want to be able to reply to the submission via email and have the original content quoted in the email just as if the client had submitted the ticket by email. As it works now, the client opens a ticket via form, they can see their submission in the client oortal only until we send them an email. Once that happens, the original submission is hidden from view to the client. On top of this, we have to create a new email chain to respond to the client, which lacks the content of the original submission. At the same time, ideally, we want to reply tot he client through the ticket and have the comments live inside the CRM only. This is a standard feature of virtually every CRM I have ever interacted with. The entire content chain is visible to the customer, regardless of whether or not it is an email or a ticket comment thread. We want the client to be able to see everythign except private internal comments via the portal.

[Lucila-Andimol · Accepted solution]

Hi @DanaIrvine 

how the support system works 

is by sendind always a reply by email

unless is a chat.

So when you create a ticket from a form 

you are able to see the information sent in the form

and then all the replies in the customer portal.

As seen here:

Just consider the emails as a backup document.

If you prefer to interact in a different way

you can setup a customer agent or a traditional chat inside the customer portal

but I'm not sure if the conversation 'd be display in the ticket afterwards

(the same way as the emails do).

If you want to post a different way of working so that HubSpot product team considers it

You can do it here in the ideas forum.

Hope this helps.

[kennedyp]

Hi @DanaIrvine! Thank you for this post 😊

This Knowledge Base article notes that a Conversations Inbox connection is required. This is because the Inbox is how the messages are sent between contacts and users. At this time, this is the only way to communicate through the customer portal, from what I understand. 

I agree that the original form submission would be useful to have in the portal. I encourage you to consider creating a post on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.

Best, 
Kennedy

[DanaIrvine]

we've already done this setup already. It's pretty sad that i have to submit an idea for a feature that should be standard in every CRM. 

[DanaIrvine]

I get that, but the conversations inbox is not very useful at all. We never even go there. When working tickets, all client interaction should happen through the ticket, we shouldn't have to leave the ticket, go to the inbox, search for the conversation. It adds many unnecessary steps to the workflow.

[kennedyp]

Maybe one of our experts has found a better workflow! Hi @Lucila-Andimol, @Jnix284 and @Shadab_Khan do you have any insights to share? Thanks in advance 🙂