Tips, Tricks & Best Practices

OAlterescu
Member

Customer portal question

SOLVE

New to HS, have a customer portal running but something is bothering me.

 

When a customer gets into his ticket he can see only the last interaction.
I would like to see the entire communication, but I can't find a way to set it up.
Anyone can help?

Omer

0 Upvotes
1 Accepted solution
Jnix284
Solution
Hall of Famer

Customer portal question

SOLVE

@OAlterescu agree that there should be full visibility, I recommend adding the idea here for the product managers to consider.

 

With Customer Portal being so new, I see a lot of opportunity for improvement and providing early feedback is a great way to influence the direction of the capabilities.

 

 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon

View solution in original post

0 Upvotes
4 Replies 4
Jnix284
Hall of Famer

Customer portal question

SOLVE

@OAlterescu I'm happy to help with your question about seeing the entire conversation for the ticket.

 

As long as the conversation is in the same thread, the entire conversation will be visible in the customer portal.

 

If you have more than one conversation associated to the same ticket, only the most recent is visible.

 

From the HubSpot Knowledge Base regarding Customer Portal configuration:

Jnix284_0-1695137848976.png

 

Are you experiencing a different behavior?

 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
OAlterescu
Member

Customer portal question

SOLVE
Thanks for the reply

When I change the status from only open and Close to allowing others, in
some cases I have the option to see all the interactions in the portal.
But in general, if the portal is the way for the customer to manage the
tickets for himself i would think he should be able to see everything and
not just the last thread, keeping everything in the same email thread seems
to be a little annoying 🙂
0 Upvotes
Jnix284
Solution
Hall of Famer

Customer portal question

SOLVE

@OAlterescu agree that there should be full visibility, I recommend adding the idea here for the product managers to consider.

 

With Customer Portal being so new, I see a lot of opportunity for improvement and providing early feedback is a great way to influence the direction of the capabilities.

 

 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
0 Upvotes
DianaGomez
Community Manager
Community Manager

Customer portal question

SOLVE

Hi @OAlterescu,

 

Thank you for your inquiry.

 

I'd like to involve some of our experts in the conversation to review whether they have any suggestions for you or if they have encountered a similar case in their experience and how they resolved it.

 

Hi @Lucila-Andimol, @Gilempert, @JuanGomez0818. Do any of you happen to have any suggestions for @OAlterescu?

 

Thank you all for your contributions.

 

Best regards,

Diana


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