Managing Data Feed Requests

Overview

When a Data Feed request is submitted, it lands in your queue already set up with an assignee, priority-driven deadlines and a follow-up date,. Your job is to move the ticket through its lifecycle, auditing, working, notating, and closing, while keeping the ticket itself as the single source of truth.

This guide walks through that lifecycle step-by-step.

1. What You Receive at Intake

When a Data Feed ticket is submitted, HubSpot automatically:

• Places the ticket in New Request status
• Assigns it to you based on the Data Feed Specialist value on the Company record
• Sets the Requested Date of Completion based on priority
• Sets a Ticket Follow-Up Date as a prompt for first touch
• Creates an auto-generated note summarizing the request details
• Creates an Audit Change Request task for you

Turnaround times by priority

2. Audit the Request

Before starting work, review the ticket to confirm you understand the ask.

Where to look:

• Left column — Integrations Request Information card: request type, follow-up date, requested completion date
• Left column — Data Feed Information card: Change Request Type, Ad Platform, Program, Existing Accounts, Launch Date
• Central column — Company Data Feed Information card: standing client data sourced from the Company record
• Right sidebar: confirm the associated Company and Service records look correct
• Activity feed: read the auto-generated note summarizing the submission

What to do:

1. Read the submission and auto-generated note in full.
2. Confirm you understand the scope, services affected, and any dependencies.
3. In the Integrations Ticket Tracker card, move the status from New Request → Audited.

3. Start Work — Move to In-Progress

When you actually begin the work, move the ticket from Audited → In-Progress using the Integrations Ticket Tracker.

While in In-Progress:

• Keep the Ticket Follow-Up Date current
  • Push this date out as circumstances change so nothing slips.
• Document what you do using Notes (see Section 4).
• Use Tasks to organize specific next actions for yourself (see Section 4).

4. Notes vs. Tasks — Use Them Correctly

This is the most important habit to build. Notes and Tasks do different jobs.

Together, Notes and Tasks appear chronologically in the ticket's activity feed and create the paper trail for the request.

Tagging people

Use @mentions in notes to loop in the account manager, submitter, or anyone else who needs visibility. Tagged users receive a HubSpot notification.

Using comments

Both Notes and Tasks have a comment section. Use comments for back-and-forth on a specific item — e.g., the AM responding to a question you flagged. Everything stays logged on the ticket.

Snippets for completion notes

Type # in a note body to access pre-built templates (Snippets) for standardized completion notes. Shorthand codes are shared by the team separately.

• #crdone - Data Feed Change Request Completion Template 
• #nbdone - Data Feed New Build Completion Template 
• #promo - Data Feed Promotion Template

5. When You're Stuck — Use Blocked

Move a ticket to Blocked as soon as anything prevents progress. Common reasons include missing client info, a dependency on another team, platform or access issues.

When this happens, the Ticket Owner receives an automated email that the ticket is blocked.

Recommended protocol

1. Move the ticket to Blocked.
2. Create a Note explaining:
   • What the blocking issue is
   • Why work can't continue
   • What's needed to resolve it
3. @mention the account manager or ticket submitter in the note.
4. Use the note or task comment section for the back-and-forth conversation so it's documented in HubSpot.
5. Optionally send a Teams message or email as backup for visibility.

Once the block is resolved

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

6. When Work Is Done but Awaiting Confirmation (Pending Review & Approval)

Use Pending Review & Approval when your work is complete but you're waiting on external confirmation before closing (e.g., Google Merchant Center product approval, Microsoft Advertising Store approval, or client confirmation that tracking is working.)

• Use the Follow-Up Date field to track when you expect to check again.

Once approval is confirmed

1. Proceed to close the ticket (Section 7).

7. Closing the Ticket

Before moving to Closed Request:

1. Create a final completion note summarizing:
   • What work was done
   • Why it was done
   • Any follow-up items or important context
2. Move the ticket status to Closed Request.

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

Full Workflow at a Glance

1. Ticket arrives in New Request.
2. Review request details, associations, Company Data Feed info, and the auto-generated note.
3. Move to Audited once you understand the request.
4. Move to In-Progress when active work starts.
5. Keep the Follow-Up Date current throughout.
6. Use Tasks for work to do; use Notes for work completed.
7. If blocked, move to Blocked, leave a note, tag the right people, and work from the note/task comments until resolved. 
8. If waiting on outside confirmation, move to Pending Review & Approval and manage the follow-up date.
9. Leave a final completion note.
10. Move to Closed Request.

Your Core Responsibilities

As a Data Feed Specialist, your job on every ticket is to:

• Manage the status progression through the pipeline
• Complete the initial audit task
• Document your work through Notes and Tasks
• Move to Blocked immediately when progress stops, and notify the submitter
• Leave a final completion note before closing

Questions?

Use the HubSpot Assistant (Integration Request bot) — it's loaded with supporting documentation. If the bot can't answer, reach out to Tristan Storr directly.