Customer Portal Experience Update

What is it?

We’re introducing an updated Customer Portal experience with a refreshed design and several usability improvements.

As part of this update, the portal is now powered by HubSpot’s CMS, which lays the foundation for improved theming and branding flexibility over time.

In this release, you’ll also see enhancements like improved search, sorting and filtering, and full conversation visibility—making it easier for customers to find and manage their information.

Why does it matter?

This update improves the Customer Portal experience today with a more modern, usable interface and foundational enhancements.

By moving the portal onto HubSpot’s CMS, we’re also establishing a more scalable foundation that will support greater customization and branding flexibility over time.

This shift lays the groundwork for future self-service experiences across HubSpot, expanding beyond ticket management to support additional customer use cases in a more unified way.

How does it work?

Navigate to the Customer Portal Settings page to migrate. Migrating takes ~5 minutes to complete and carries over your theme editor design selections and ticket history.

Portals activated for the first time on or after February 2, 2026 automatically have this new experience enabled—no migration required.

Please note that once migrated, we can not revert your portal to the previous experience.