Managing Code Requests

Overview

This article walks you through the full lifecycle of an SEM Tracking ticket in the Feed & Web Integration Requests pipeline from the moment it lands in your queue through to closure. Whether you're working a Code Install or a Troubleshooting request, the process is the same.

What Happens When a Ticket Is Submitted

When an Account Manager or Product Specialist submits a Code request, HubSpot automatically does the following — no action required from you yet:

You'll see the ticket appear in your queue with all of this already in place.

Step 1: Review the Ticket and Audit Intake

Before any actual work begins, your first job is to understand what's being asked.

Where to find the information you need:

• Left column — The Integrations Request Information card shows request type, follow-up date, and requested completion date.
• Central column (Integrations Request tab) — This is your primary working area. The Integrations Ticket Tracker card at the top is where you'll update ticket status. Below it, the Code Install Scopes and Code Install Snippets cards show the code-specific details pulled from the Company record.
• Right sidebar — Confirms the associated Company and Service records. Every ticket should have at minimum one Company and one Service association.

What to do at this stage:

1. Read the request details and the auto-generated note.
2. Review the Code Install Scopes and Code Install Snippets cards for context.
3. Confirm the Company and Service associations are correct.
4. Verify Website Credentials.
5. Move the ticket from New Request to Audited using the Integrations Ticket Tracker card.

What Audited means: The request has been reviewed and understood — but active work has not yet begun.

Step 2: Start Active Work — Move to In-Progress

When you begin actual implementation or troubleshooting, move the ticket from Audited to In-Progress.

As you work, keep the Ticket Follow-Up Date current. Think of it as your "next check-in" date — push it forward as circumstances change so nothing gets dropped.

Step 3: Document Your Work Correctly

Throughout the life of the ticket, you'll document using Notes and Tasks. The distinction matters:

• Tasks = input. They represent work that still needs to be done.
• Notes = output. They document work that has already been completed.

Using Notes

Create a new note each time you complete a meaningful piece of work — implementation steps, findings, troubleshooting outcomes, status changes. Notes appear chronologically in the Activity tab and become the official history of the work performed.

Tagging: Type @ followed by a name to loop in teammates. Tagged users get a HubSpot notification.

Snippets: HubSpot supports pre-built note templates called Snippets. Type # in the note body, then the shorthand code for the snippet you want (e.g., a Code completion note template). Shorthand codes will be shared by the team separately.

• #codedone - Code Install Completion Note template

Using Tasks

Create a task whenever you need to define a discrete piece of future work. Give it a clear title, set a due date, and complete it by clicking the checkmark. Best practice: once you complete a task, create a corresponding note documenting the output.

Using Comments

Both notes and tasks have a comment section. Use it for the back-and-forth conversation around a specific item — for example, when an Account Manager responds to a question you tagged them on. All comments are logged and visible to everyone on the ticket.

Step 4: If You Hit a Roadblock — Move to Blocked

Move a ticket to Blocked as soon as you encounter anything that prevents work from moving forward such as missing credentials, dependency on another team, platform access issue, missing client info, etc.

What happens automatically when you move to Blocked:

• The Ticket Owner (submitter) receives an automated email letting them know the ticket is blocked.

Recommended blocking protocol:

1. Move the ticket status to Blocked.
2. Create a note explaining what the issue is, why work is blocked, and what needs to happen to unblock it.
3. Tag the Account Manager or submitter in the note.
4. Use the comment section on the note or task for the back-and-forth needed to resolve it.
5. Optionally send a Teams message or email as backup for quicker visibility.

Once the blocker is resolved:

• Move the ticket back to In-Progress (or whichever status is appropriate next).

Step 5: If Work Is Done but Confirmation Is Still Needed (Pending Review & Approval)

Move to Pending Review & Approval when your implementation is complete but external confirmation is still required before the ticket can close. A common example: client confirmation that conversion tracking is firing correctly.

• Use the Ticket Follow-Up Date field to track when you plan to check back.
• Use the task comments to log context or tag teammates.

Once the confirmation comes through, complete the Platform Approval task and proceed to close the ticket.

Step 6: Close the Ticket Correctly

Before moving a ticket to Closed Request, always create a final completion note that summarizes:

• What work was done
• Why it was done
• Any follow-up items or important context for the next person

Then move the ticket status to Closed Request.

Important: Once a ticket is moved to Closed Request, no further automations will fire and no additional work should be recorded on it. If more work is needed on the same account, submit a new ticket.

Quick Reference: Status Flow

Your Responsibilities as an SEM Tracking Specialist

In short, your role is to:

• Manage the ticket's status progression through the pipeline
• Complete the initial verification of website credentials
• Document work through notes and tasks (input vs. output)
• Move tickets to Blocked quickly when work can't proceed, and notify submitters
• Leave a final completion note before closing any ticket

Tips & Best Practices

• Keep the Follow-Up Date current. It's the simplest way to make sure no ticket gets dropped.
• Tasks = input. Notes = output. Using both keeps the activity feed readable.
• Tag liberally. Use @ mentions to pull in anyone who needs visibility rather than relying on Teams or email alone.
• Always leave a completion note before closing. It's the record that tells the next person what was done and why.
• Have questions? Use the HubSpot Assistant (Integration Request bot) — it's been loaded with supporting documentation. If it can't answer, reach out to Tristan Storr directly.