Manage customer portal settings

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.
   • Allow a specific set of your customer to view all tickets from their company: only contacts who meet the defined criteria will able to view tickets from their company. 
     • Click Set contact properties.
       
       
       
     • In the right panel, click + Add filter to set the criteria. 
     • To add a new filter, click + Add filter in the AND or OR groups. When you set a filter with AND, records must meet all of the criteria in the filter group to be included in the view. When you select OR, the records must meet the criteria in at least one filter group to be included in the view. Select the property you want to filter by, set criteria for the property, then click Apply filter.
     • Once you’re done, click the X in the top right corner. Your filters will be applied, but you must save the view for the filters to persist. 
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.

Please note: when you add a support form to the customer portal, it automatically creates a ticket associated with the logged-in user. As such, including an Email field is not necessary. Learn more about adding form fields. 

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Navigate to the General 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 Tickets.
5. Toggle the Connect this form to an inbox or help desk switch on.
6. In the dialog box, click the dropdown menu and select an inbox or help desk, then click Connect.
7. In the top right, click Review and update. Click Update to publish the form and complete the inbox or help desk connection.

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.

If you're having difficulty with your form behavior or submissions, review the different common issues and the steps to resolve them.

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. By default, a ticket's status will only appear as Open or Closed. To show customized ticket stages (e.g., Waiting on reply) on the ticket detail page, toggle the Ticket stages switch on. 

8. 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.