Customer Portal Experience Update

What it is

The customer portal got a refreshed design, improved search, sorting and filtering, and full conversation visibility. Underneath, the portal is now powered by HubSpot CMS, which lays the foundation for theming and brand flexibility over time. Portals activated on or after February 2, 2026 automatically have the new experience enabled, and existing portals can migrate in about five minutes. This is in public beta for Service Hub Professional and Enterprise.

Why it matters

The visible improvements are the smaller half of this. The CMS shift underneath is the larger story. Customer portals have historically been limited to ticket visibility, which has been the source of a persistent complaint: customers rarely want to see only their tickets. They want a unified view of everything they have done with you, the Amazon-style experience translated to B2B. Moving the portal onto CMS is the foundation for that broader self-service vision, expanding portals beyond ticket management into quotes, projects, conversations, and whatever comes next. It is the same pattern showing up across other surfaces: HubSpot CMS is quietly becoming the platform that powers the rest of HubSpot.