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Managing & Submitting Back Office Requests (AM)

Quick guide for Product Specialists and Account Managers on creating, tracking, and completing Back Office Request tickets for client communication and platform changes.

Submitting and Managing Back Office Requests

External Links:

Full User Guide

Visual Workflow Guide

Video Walkthrough

Overview

Back Office Requests are specialized tickets in HubSpot that replace legacy Quickbase Change Requests and Client Communication Requests. These tickets facilitate coordination between Product Specialists and Account Managers, automatically assigning to the appropriate person based on the service record.

Request Types:

  • Send to Account Manager - For client communication needs
  • Send to Product Specialist - For platform changes or technical work

When to Submit a Back Office Request

Product Specialists should submit when:

  • Client communication is needed about performance or strategy
  • Budget discussions require Account Manager involvement
  • Service changes need client approval
  • Strategic recommendations need AM input before implementation

Account Managers should submit when:

  • Platform changes are needed based on client requests
  • Campaign modifications are required
  • Budget allocations need adjustment
  • Technical issues need Product Specialist attention

Creating a Back Office Request

Access the Form

Back Office Requests must be created from the service record for proper automatic assignment.

From Service Record:

  1. Navigate to CRM → Services
  2. Open the relevant service
  3. Scroll to "Tickets" section (right sidebar)
  4. Click "Add"

From Project/Company:

  1. Open the Project or Company record
  2. Find the service in right sidebar under "Services"
  3. Click the eye icon to preview
  4. In preview, scroll to "Tickets" → Click "Add"

Complete the Form

  1. Ticket Name/Subject - Clear, specific title
  2. Pipeline - Select "Back Office Request"
  3. Request Direction - Choose "Send to AM" or "Send to Specialist"
  4. Priority Level - Low, Medium, High, or Urgent
  5. Requested Completion Date - Realistic due date (align with priority)
  6. Description - Detailed explanation of what you need
  7. Attach Files - Include any relevant documentation
  8. Associate - Verify company and contact associations
  9. Create - Submit the ticket

After Submitting

Immediately verify:

  • Assignee - Check left sidebar to confirm correct person is assigned
  • Attachments - Confirm all files uploaded successfully
  • Details - Review the Back Office Request tab for accuracy

Managing Assigned Requests

When You Receive a Request

Acknowledge Quickly:

  1. Open the ticket from your email notification or dashboard
  2. Review all details, priority, and due date
  3. Change status to "In Progress"
  4. Add a note confirming you've received and reviewed it

Update Status Appropriately:

  • In Progress - You're actively working on it
  • Blocked - Something prevents completion (explain in note)
  • Completed - Work is done and verified

Working on the Request

Document Your Work:

  • Add notes throughout the process, not just at completion
  • Use @ mentions when you need someone's attention
  • Associate related activities (emails, calls) with the ticket
  • Ask clarifying questions using comments if needed

Before Marking Complete:

✓ All requested actions are taken and verified

✓ Results are confirmed (changes live, communication sent, etc.)

✓ Comprehensive completion note is added

✓ All related activities are associated

Completion Note Should Include:

  • What was done
  • Any results or outcomes
  • Files or links to relevant work
  • Any follow-up items or recommendations

Monitoring Your Submitted Requests

Automatic Notifications

You'll receive email notifications when:

  • Status changes (e.g., Incomplete → In Progress)
  • Ticket is completed
  • Due date approaches without completion

Manual Checking

Dashboard View:

  • Your homepage shows all assigned tickets
  • See current status and days until due

From the Service:

  1. Navigate to the service record
  2. Scroll to "Tickets" in right sidebar
  3. Click your ticket to view current status

From Tickets Index:

  • CRM → Tickets → Filter by "Back Office Request" pipeline

When to Follow Up

  • No status change within 24-48 hours
  • Approaching due date with no updates
  • Request goes overdue
  • You receive clarification questions

Frequently Asked Questions

Q: Can I edit a request after submitting? Yes. Navigate to the ticket and click into any field to edit. However, get it right initially when possible.

Q: What if I need to change the assignee? Click the "Assigned to" field in the left sidebar and select a different user.

Q: What if the request becomes more urgent? Edit the priority level and due date, then add a note explaining the increased urgency. Consider messaging the assignee directly.

Q: How do I see all back office requests, not just mine? CRM → Tickets → Filter by "Back Office Request" pipeline. You can then filter by assignee, status, or other criteria.

Quick Tips

For Submitters:

  • Provide complete information upfront to avoid delays
  • Align priority with due date
  • Include all relevant files at submission
  • Monitor your requests and follow up proactively

For Assignees:

  • Update status promptly when you start working
  • Communicate blockers immediately
  • Write thorough completion notes
  • Associate all related activities with the ticket

For Everyone:

  • Use @ mentions appropriately
  • Keep all communication professional
  • Respond to clarification questions within 24 hours
  • Verify work is truly complete before marking status