Learn how to set up some rules to determine whether or not a customer can still access one of his tickets!
Is a customer not responding to your messages on a ticket? Or perhaps you'd like it to remain dormant after closing it? The Customer Service Portal allows you set up rules that determine if a customer still has access to his/her ticket! To create them:1. Start by logging into your hapily admin portal here.
2. Click Customer Service Portal > Ticket Hiding in the left sidebar to access the Ticket Ignoring page.
![How to hide a ticket from a customer in HubSpot](https://docs.hapily.com/hubfs/CleanShot%202023-07-25%20at%2011-40-11@2x-png.png)
3. Click Add Rules.
4. Click the blank dropdown box and select a ticket property.
5. Enter in the internal value you need that property to be to hide the ticket in the is equal to field. You can find a property value's Internal value by checking your property settings in HubSpot
(i.e. the Closed ticket status for the Ticket Status property has an internal value of 4).
![Customer Service Portal ticket hiding feature](https://docs.hapily.com/hs-fs/hubfs/CleanShot%202023-08-31%20at%2017-04-03@2x-png.png?width=400&height=314&name=CleanShot%202023-08-31%20at%2017-04-03@2x-png.png)
6. If you need to remove a rule, click the orange trashcan icon next to it.
7. Click Update Rules.
![How to hide a ticket from a customer in the customer service portal](https://docs.hapily.com/hubfs/CleanShot%202023-08-31%20at%2017-05-34@2x-png.png)
And you're done!
Still have questions? Email us at care@hapily.com