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Managing Deliverables Tickets

How to manage Creative Deliverable Tickets, from Submission, through revisions and completion.

Overview

This article walks you through everything you need to do from the moment a Deliverable ticket lands in your queue through submitting your work for QA and handling any client revisions that come back.

Once your ticket reaches Pending Approval, it moves to the AM and client for review, which is covered in the Creative Refresh process guide.

Finding your work

Your primary home in HubSpot is the Tickets object.  To navigate there from the left-hand navigation bar and use the My Open Deliverable Tickets view as your daily queue.

This view shows every deliverable ticket where you are listed as the Copywriter or Graphic Designer and the ticket is not yet Completed or Pending Approval. If a ticket requires only copy, it will not appear in the Designer's queue, and vice versa.

You can also check the Tasks object for a quick glance at what is overdue and to mark things complete as you go, but Tickets should be your default starting point each day.

What's on a ticket?

Before diving into your work, take a few minutes to understand the ticket layout. The central column is where most of your activity happens, and it contains four key cards:

  • Creative Deliverable Tracker is the status bar. This is where you find:

    • Ticket Status

    • Ad Copy Approval

    • Graphic Design Approval

    • Needs Revisions controlntol property.

    You move the ticket forward by updating values here.

  • Deliverable Information covers the specifics of this individual deliverable, including:

    • Ad placements

    • Funnel position

    • Number of copy variations

    • Ad Objective

    • Top-performing copy and design (if any)

    • Landing page URLs

    • Links to client-provided assets

  • Evergreen Creative Information contains information applicable across multiple Ad Sets. This includes: 

    • Brand guidelines

    • Target audience

    • Top sellers

    • Shipping notes

    • Other strategic context

  • Ad Set Deliverables lists the other tickets in the same Ad Set (those that share this ticket's Deliverable Folder Name). Reviewing this card helps you understand the full scope of what the SAS submitted.

On the Activities tab, you can see every Note and Task on the ticket. Use the filter at the top to narrow to Notes or Tasks only.

Working a ticket from start to finish

Step 1: Move the ticket to In Progress

When you open a new ticket, the Ticket Status will be set to "New Deliverable." Whoever opens the ticket first (Copywriter or Designer) should move it to "In Progress."

This is organizational and does not trigger any automation. If the status is already In Progress when you open it, no action is needed.

Step 2: Review the ticket before starting work

Read through the Deliverable Information and Evergreen Creative Information cards. Check the Ad Set Deliverables card so you understand how this ticket fits into the larger set.

Finally, review any Notes the SAS or AM left, as these often contain strategic context that did not fit into a structured field.

Step 3: Do the work outside of HubSpot

Write copy and build graphics in your usual tools (Google Docs, Canva, Adobe, etc.).

HubSpot is where the work is tracked and communicated, not where it is produced

At your discretion, you can leave progress Notes on the ticket as you work to capture decisions, flag questions for the AM or SAS, or log rough drafts. This is optional but helpful for anyone picking up the ticket later.

Step 4: Log the final output as a Note

Once your work is ready for QA, return to the ticket and create a Note activity. You have a few options for how to submit:

  • Paste copy directly into the Note body, which works well for short ad copy.
  • Attach graphic files using the paperclip icon (PNGs, JPGs, MP4s, etc.).
  • Paste a link to assets stored externally in Canva, Google Docs, Box, or Ad Lab.

Whatever format you use, the Note must contain or clearly point to the final copy or graphic. This Note is what your Team Lead will review and comment on during QA. Tag your Team Lead in the Note to notify them directly.

Step 5: Complete your task

Find your assigned "Complete Ad Copy" or "Complete Graphic Design" task on the Activities tab and mark it complete. If you created any personal subtasks along the way, clean those up at the same time.

Step 6: Submit for Team Lead QA

In the Creative Deliverable Tracker card, move your approval field to "Submitted":

  • Copywriters: move Ad Copy Approval to Submitted.
  • Graphic Designers: move Graphic Design Approval to Submitted.

This is what triggers the QA task for your Team Lead. They will be notified, open the ticket, and review the Note you created.

On copy-only or graphic-only tickets, the approval field for the non-responsible team member will be set to "Not Applicable." The ticket will advance based on the single Approval field that applies to your work.

Step 7: Address Team Lead feedback

Your Team Lead has two paths after reviewing your work:

  • Changes needed: They leave comments directly on your Note. You will be notified of the comment. Make the revisions, update your Note (or add a new one with the revised version), and use the @ mention feature to tag your Team Lead for re-review. The cycle repeats until they are satisfied.
  • Approved: They move your approval field to "Approved" themselves and complete their QA task.

Once both Ad Copy Approval and Graphic Design Approval are "Approved" on the same ticket (or one is Approved and the other is Not Applicable), the Ticket Status automatically advances to "Pending Approval." You do not need to push it manually.

One important step if you close the Ad Set

Check the Ad Set Deliverables card on your ticket. If every other ticket in the set already shows "Pending Approval," yours is the last one. Before you move on, navigate to the parent Creative Portfolio using the Project association on the right side of your ticket and paste the Ad Lab link into the Most Recent Ad Lab Link field. The AM relies on this field when sharing work with the client.

Handling client revisions

 The AM is asked to route all Client revisions and feedback through the individual ticket(s) itself.

When the AM sets the Needs Revisions field, you will see four things on the ticket:

  • Ticket Status returned to "In Progress"
  • Your approval field reset to "Not Submitted"
  • A new revision task assigned to you
  • A Note from the AM describing the requested changes

To complete the revision:

  1. Read the AM's Note carefully.
  2. Make the changes in your usual tools and upload the updated assets to Ad Lab.
  3. Add a Note to the ticket with the revised copy or graphic.
  4. Complete your revision task.
  5. Move your approval field directly from "Not Submitted" to "Approved," skipping "Submitted."

You skip the Team Lead QA step on client revisions because the Team Lead already approved this ticket once. Routing revisions back through QA would slow client turnaround unnecessarily.

Once your approval field is back to "Approved," the ticket will return to Pending Approval and the cycle continues until the client signs off.

Three rules to keep in mind

  • Never edit the Deliverable Folder Name. It is what links all tickets in an Ad Set together and drives the automation that notifies the AM when the set is ready. Changing it on one ticket breaks the Ad Set grouping.

  • Notes are for output, tasks are for input. Submit your final work as a Note. Use tasks to track what still needs to be done.

  • If you close the Ad Set, update the Ad Lab link on the Creative Portfolio so the AM does not have to track it down.