Manage customer portal settings

Please note: you must have Customer Portal settings access to edit the customer portal.

Edit the portal name

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Enter a Portal name. This is the title that will appear in the browser tab when customers are logged in to the customer portal.

Manage the domain

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the URL. In the Slug field, you can edit the URL slug. To manage the domain used for your customer portal, click Manage your domains.
3. The customer portal will appear in the primary language set for your domain. If you change your domain's language in your Domains & URLs settings, the customer portal language will also update. Learn more about HubSpot's language offerings.

Please note: multiple language customer portals are not supported at this time.

Edit the default inbox or help desk

You can select a default inbox or help desk for tickets created by contacts in your customer portal. When the customer logs in to their customer portal, they can reply to the ticket and their response will appear in the selected inbox or help desk.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. In the Choose where portal tickets are sent section, click the dropdown menu and select an inbox or help desk.

Configure customer ticket permissions

To control which tickets your customers can view in the customer portal, configure customer ticket permissions:

1. In your HubSpot account, navigate to Service > Customer Portal.
2. In the Customer Ticket Permissions section, select an option:
   • Allow your customers to view all tickets from their company : when a contact logs in to the customer portal, any tickets associated to their primary company record, in addition to the tickets associated to their contact record, will appear.
   • Allow your customers to only view their own tickets: when a contact logs in to the customer portal, only tickets associated with their contact record will appear.
3. Click Save

If you select Allow your customers to view all tickets from their company, your customers can switch between their tickets and their company's tickets. When the customer logs accesses their customer portal, they can click the View dropdown menu in the top right of the Tickets view, then select an option:

• Organization tickets: all tickets associated with the customer's company will appear.
• Owned by me: only tickets associated with the customer's contact will appear.

Add a support form to the customer portal

You can add a support form to your customer portal so that when a visitor is logged in, they can submit a new support request from their customer portal.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the Advanced tab.
3. In the Support Form section, select the Connect support form checkbox.
4. Enter the Form Menu Text. This will appear as the link in the customer portal navigation menu.
5. Enter the Form Header Text. This will appear at the top of the form.
6. Click the Forms dropdown menu to select a form.
7. In the bottom left, click Save.

You must select a form that includes ticket properties and that is connected to the conversations inbox or help desk. To add ticket properties to your form, you can either create a form using the Support form template, or turn on ticket properties in the form builder.

To turn on ticket properties for a form:

1. In your HubSpot account, navigate to Marketing > Forms.
2. Hover over the form and click Edit.
3. In the left panel of the form editor, click the settings icon.
4. In the left sidebar menu, click Submission settings.
5. In the Automatic ticket creation section, toggle the switch on.
6. In the dialog box, click the dropdown menu and select an inbox or help desk, then click Save.

A ticket will be created for each form submission, which will appear in the customer's own customer portal in addition to your conversations inbox.

Customize the theme

To edit the appearance of your customer portal:

1. In your HubSpot account, navigate to Service > Customer Portal.
2. In the Customize your portal appearance section, click Edit theme.
3. In the theme previewer, use the styling options to make sure your customer portal's appearance stays consistent with the rest of your website. Learn more about editing theme style settings.

Please note: if you make changes to the theme styles, these changes will apply to the ticket listing, ticket detail, and ticket form page.

Customize ticket display

Control how tickets appear to customers in your portal by editing ticket labels, filtering which tickets are visible, and selecting which columns display on the ticket page.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the Advanced tab.
3. To change the display name for tickets on the ticket home page, in the Display name for Tickets field, enter a new Display name. For example, you can change the label to Orders, Cases, or Requests. Learn how to update your form header text to reflect your new label.
4. To customize which tickets appear in the customer portal:
   • In the Ticket visibility section, click Select ticket properties.
   • In the right panel, select a ticket property to filter by, then select filter criteria.
5. You can also choose which columns appear on the ticket display page. You can add up to 10 properties:
   • To reorder columns, click and drag properties to the order you want.
   • To add a property, click + Add property.
   • To edit a column, hover over it and click Edit.
   • To remove a property from the table, hover over it and click Delete.
   • To reset the columns to the default, click Reset to recommended defaults.
6. In the section Customize your Ticket Owner display name, select a display option. By default, the owner's first name is used; however, you can choose to display the owner's full name, last name, or a custom alias. 
7. Click Save.

You can verify which conversations will appear in the customer portal by using the Conversations card in the ticket record's right sidebar. If multiple conversation threads are associated with a ticket, only the original thread will appear in the customer portal.

It's recommended that you and your team use notes and comments to communicate internally on your tickets, or set up filtering rules to filter out any internal communication from the customer portal.

Configure ticket actions for customers

Manage customer interactions with tickets in the portal by allowing them reply to closed tickets or close tickets themselves.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the Advanced tab.
3. In the Ticket actions section, select an option:
   • Allow customers to reply to closed conversations: enable customers to respond to an existing thread on a closed ticket.
   • Allow customer to close tickets from the portal: enable customers to close tickets directly from the portal.
     • Click the Ticket stage dropdown menu to assign a closed stage for each pipeline.
     • If your pipeline only has one closed stage, it'll be selected by default.
4. Click Save.

Edit access control

You can either allow customers to create their own login or assign access to specific access groups.

1. To give access to a specific list of contacts:

• • In your HubSpot account, navigate to Service > Customer Portal.
  • Navigate to the Advanced tab.
  • In the left sidebar menu, click Access.
  • Select the Access group membership required option, then click the dropdown menu, and select the access groups to give access to.
    
    

2. To allow users to create their own login:
   • In your HubSpot account, navigate to Service > Customer Portal.
   • Navigate to the Advanced tab.
   • In the left sidebar menu, click Access.
   • Select the Self-registration required option. This will allow anyone to register and create their own login for the customer portal. To select this option, you must have self-registration enabled in your private content settings.
3. To set up SSO in your private content settings, click Authentication Method.
4. To manage your consent notice in your private content settings, click Consent Notice.

Set up private content system pages

You can select and edit the system pages that your customers will use when accessing their portal, including the pages where they can register, sign in, and sign out. You can also configure an access denied page and password reset pages.

To set up your customer portal system pages:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Content > Private content.
3. Click the Pages tab.
4. Under each type of system page, click the dropdown menu and select a template.
5. After you select a template, you can edit or preview it by clicking Actions then selecting the corresponding option.

Customize consent to process language (optional)

If you're allowing customers to self-register to access their customer portal, you should configure your consent notice to let them know how you will be using their data.

Please note: while these features live in HubSpot, your legal team is the best resource to give you compliance advice for your specific situation.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the Advanced tab.
3. In the left sidebar menu, click Access.
4. Click Consent Notice.
5. You'll be brought to your private content settings. Click the Choose a domain to edit dropdown menu and select the domain where your customer portal is hosted.
6. In the Consent to process data section, click Edit explicit consent content.
7. In the Notice and consent panel, update the consent to process text or consent to process checkbox label, then click Save. You can also link out to your legal team's external resources from the Notice and consent text, if applicable.

This will only update the consent to process text for your customer portal. Learn how to set default notice and consent text for other HubSpot tools.

Turn on a customer portal

Once you have completed the set up steps, you can turn on your customer portal.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. In the top right, toggle the switch on.

Any messages sent from the customer portal to your team will appear in the conversations inbox and appear as an email engagement on the record's timeline.

Give contacts access to the customer portal

To access the customer portal, you can either share the link to the portal with your customers or they can access the portal via the knowledge base. To view your customer portal:

1. In your HubSpot account, navigate to Service > Customer Portal.
2. In the top right, click View Customer Portal.
3. Depending on the login and authentication method you selected, before a customer can access their customer portal, they may need to set up their login credentials:
   • If customers are able to self-register, a Register here link will appear below the login credential fields.

1. • If only a specific list of contacts have access, an email will be sent to them so they can set up their login.

Please note: if you are logged into your HubSpot account when you visit the customer portal, you will not have to login to view the ticket listing page.

When your visitors log in to their customer portal, they can view all of their open and closed tickets on the ticket listing page, and filter and search for existing tickets.

The following ticket properties are visible in the customer portal by default:

• Subject
• Requested by
• Create date
• Ticket owner
• Last activity date
• Status

By default, a ticket's status will only appear as Open or Closed. To make the full name of a status of a ticket visible, you can update your customer portal settings:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Content > Customer portal.
3. Click the Template tab.
4. Under Ticket stages, toggle the Show customized stages within the customer portal switch on.
5. Click Save.
6. The detailed status will now appear for each ticket, and will include any custom ticket statuses that you've configured.
   • To view more ticket details and the associated conversations, your customer can click the name of a ticket to open the ticket details page.
   • The customer can reply to tickets by entering a message in the text box. They can use the icons across the bottom of the email editor to modify the text style and include multiple file attachments in their response.
     
     

Please note: if multiple conversation threads are associated with a ticket, only the oldest thread will appear in the customer portal.

To export ticket data, customers can click Export to CSV in the top right of the table. This will export all data visible in the current view, including any filters applied at the time of export.

If the customer needs to file a new ticket, they can click File a Support ticket. This will take them to the ticket form that you created so they can submit a new issue.

To log out of their portal, the customer can click Sign out in the top right. To automatically log customers out after a period of inactivity, you can set up idle session timeouts.