Make conversations with third parties invisible in client portal

[FMoor]

Hi All,

This client of us uses everything in HubSpot. Sales, Marketing, Service. For conversations and tickets with the client there is often a third party involved where they ask for information about the enquiry. (So, client, business, third party) These third parties are also companies in HubSpot.

The third party conversations are not to be read by clients. But while testing the client portal feature in HubSpot, clients can read the conversations between third parties and the business in the same conversation (as this is just forwarded to the third party). 

Is there a way that this can be prevented?

[FMoor · Accepted solution]

Hi, unfortunately I tested with both removing the association, as well as the third party contact and the third party company from the ticket but this did not change the amount of information the client could see in the client portal. 

However, I got other solutions from my HubSpot customer success partner. You can find them underneath:

Here are a few suggestions:

• If the tickets are not already in different pipelines, consider creating a separate pipeline for internal investigations (i.e outreach to DHL, etc) and then associate that to the customer ticket/enquiry.
• Alternatively, the third party interactions can be logged as a note/in a playbook, so it does not show up on the customer side of things. 
• Lastly, the 'easiest' approach will be to change the customer portal setting to show ticket status as only open or closed. However, I know you have custom statuses that are more detailed for a reason.

[Jnix284]

Thank you @FMoor for sharing these recommendations back with the community! Creating a separate pipeline is a great idea to separate these two communication types. I'm sure it will be a combination of those suggestions to find the right solution for your use case.

[Jnix284]

@FMoor on the email that is forwarded to the third-party, remove the association with the client.

At the bottom of the email, when fully expanded, you'll see the number of associations. As long as the third-party contact is associated, you can remove the client contact that's also associated.

[FMoor]

Hi Jennifer,

I did not think it was that easy. Let's test it. I'll be back!

[Jnix284]

you're welcome @FMoor, let me know if that works!