Selectively Grant Ticket Permissions in Customer Portal

[svamann]

I would like to allow contacts from _some_ companies to view all tickets associated to their company. Is there a way to selectively grant "view all tickets that their primary company is associated with" ticket permissions only for certain companies? It seems this is a global setting that can only ever be activated for every company or none...

Background:

• For some of our customers our main contacts would like to see all open support tickets with us. In Freshdesk (our previous ticketing system), we could even grant these specific users access to all tickets associated with their company.
• For some other customers we cannot show all tickets to everyone else in the company, because this could open information leaks between different departments of the respective company.

[Jnix284 · Accepted solution]

Thanks for the tag @BérangèreL, unfortunatley @svamann the settings for view access to all tickets is currently global, my feeling is that more teams will need this capability as they migrate from ZenDesk and it's already on the product team's radar, nonetheless I recommend adding it as an idea here.

In the interim, you could associate the contacts for those companies to all tickets which should allow them to see the tickets in the portal even if they aren't the one who created it.

I haven't tested this, if you're able to get it working you could create a workflow that checks for the companies where you want to open up the access and automatically associate all contacts with all tickets for the company as a workaround.

[svamann · Accepted solution]

Idea link got lost: https://community.hubspot.com/t5/HubSpot-Ideas/Grant-Customer-Portal-Access-to-All-Tickets-to-Specif...

[SauravRoy · Accepted solution]

Hello, @svamann .

Your requirement can be fulfilled with WoodsPortal— a deeply integrated HubSpot app that lets you create advanced customer portals directly on HubSpot CMS pages.

You can control user access on two separate levels.

1. Ticket access is controlled via association labels. So, associated tickets (or custom objects) will be visible to a user in the customer portal only if the required association label is set.
   
   Example: These three tickets are associated to a contact in HubSpot.

• The first ticket will be visible when the contact logs in to the Customer Portal.
• The second ticket will be visible in the Customer Portal and Partner Portal.
• The third ticket will not be visible in any portal.
  
  The same concept applies to companies and other objects for record visibility in the portal.
  
  2. You can create a blanket rule to grant/ restrict specific users' access to company-associated tickets.
  
  

  This contact property check dictates that only users with a ‘Primary Company’ association label will be able to view all company-associated tickets. Currently, we only support 'Primary Company' associations, but we are going to introduce more association label options in the future.

Some additional capabilities that might be relevant to your use case:

1. The solution logs timeline events whenever a contact views/ creates a ticket in the portal. These events display on the contact activity timeline, and can be used to trigger workflows. 

2. Customers can leave notes on tickets, which sync with HubSpot notes, creating a threaded conversation format. Notes are also logged as events and can be used to trigger workflows.

Please book a demo if you're interested— https://woodsportal.com/community/demo

PS: Any of the following HubSpot licenses is required: Content Hub Professional, Sales Hub Enterprise, or Service Hub Enterprise.

Thanks,

Saurav Roy

Co-founder, WoodsPortal

[jolieadam · Accepted solution]

I posted on the original feedback and resharing here. Happy to share that this is now in public beta.

[SauravRoy · Accepted solution]

Hello, @svamann .

Your requirement can be fulfilled with WoodsPortal— a deeply integrated HubSpot app that lets you create advanced customer portals directly on HubSpot CMS pages.

You can control user access on two separate levels.

1. Ticket access is controlled via association labels. So, associated tickets (or custom objects) will be visible to a user in the customer portal only if the required association label is set.
   
   Example: These three tickets are associated to a contact in HubSpot.

• The first ticket will be visible when the contact logs in to the Customer Portal.
• The second ticket will be visible in the Customer Portal and Partner Portal.
• The third ticket will not be visible in any portal.
  
  The same concept applies to companies and other objects for record visibility in the portal.
  
  2. You can create a blanket rule to grant/ restrict specific users' access to company-associated tickets.
  
  

  This contact property check dictates that only users with a ‘Primary Company’ association label will be able to view all company-associated tickets. Currently, we only support 'Primary Company' associations, but we are going to introduce more association label options in the future.

Some additional capabilities that might be relevant to your use case:

1. The solution logs timeline events whenever a contact views/ creates a ticket in the portal. These events display on the contact activity timeline, and can be used to trigger workflows. 

2. Customers can leave notes on tickets, which sync with HubSpot notes, creating a threaded conversation format. Notes are also logged as events and can be used to trigger workflows.

Please book a demo if you're interested— https://woodsportal.com/community/demo

PS: Any of the following HubSpot licenses is required: Content Hub Professional, Sales Hub Enterprise, or Service Hub Enterprise.

Thanks,

Saurav Roy

Co-founder, WoodsPortal

[BérangèreL]

Hi @svamann, I hope that you are well!

Thank you for asking the Community!

For information, here is the article "Give contacts access to the customer portal" about it.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Lucila-Andimol, @Jnix284 and @Shadab_Khan do you have any insights to share with @svamann, please?

Thank you so much and have a beautiful day!

Warm regards,
Bérangère

[Jnix284 · Accepted solution]

Thanks for the tag @BérangèreL, unfortunatley @svamann the settings for view access to all tickets is currently global, my feeling is that more teams will need this capability as they migrate from ZenDesk and it's already on the product team's radar, nonetheless I recommend adding it as an idea here.

In the interim, you could associate the contacts for those companies to all tickets which should allow them to see the tickets in the portal even if they aren't the one who created it.

I haven't tested this, if you're able to get it working you could create a workflow that checks for the companies where you want to open up the access and automatically associate all contacts with all tickets for the company as a workaround.

[svamann]

Posted this as an idea here: 

We've thought about associating everyone with every ticket as a workaround and we're even doing this for one customer. Automation is possible, with custom code. However, if we associate all contacts with all tickets, it's hard to see who actually opened the ticket and we have to manually ensure that we don't include everyone in every ticket conversation, lest we flood people with ticket emails they don't care about...

[Jnix284]

completley understand it's not an ideal workaround @svamann, especially if you have a lot of email notifications and you're not tracking the ticket creator separately. Thanks for sharing the link, I upvoted and hope to see this capability soon.

[svamann · Accepted solution]

Idea link got lost: https://community.hubspot.com/t5/HubSpot-Ideas/Grant-Customer-Portal-Access-to-All-Tickets-to-Specif...