Specialists In HubSpot FAQs

Expanded FAQs Link:

Dashboard & Reports

Why don't completed tasks leave my dashboard immediately?
HubSpot dashboards have a 2-5 minute delay after task completion. This is a platform limitation, not a configuration issue. Use Actions → Refresh All Reports for the most reliable refresh.

How do I refresh dashboard reports to see updated data?
Use the Actions → Refresh All Reports button in the dashboard menu for the most reliable refresh. Individual report or browser refresh buttons can be inconsistent.

Can I customize dashboard filters and save them?
You can save custom views and columns within individual reports (use the save button in the top right). Dashboard-level customizations require admin access. Report filters automatically clear when you leave the page, so you don't have to manually reset them.

On-Boarding Projects & Build Process

Why didn't I receive automated pre-intake/build tasks for my project?
Build/Intakes started before your migration date should follow the old Quickbase processes. For Builds/Intakes that happen after your migration date, you'll receive tasks and be assigned to an On-Boarding project in HubSpot with automated task generation.

On-Boarding tasks aren't being assigned to me even though the project was assigned to me
This can happen if:

The project was created prior to your migration date, or
It wasn't assigned to you before the task automation kicked off

After being assigned to the on-boarding project as a PSS, do I also need to manually assign each individual task?
No. When you're assigned as the project owner, all new automated tasks should be assigned to you automatically. If they don't, this indicates an automation issue that needs to be addressed case-by-case.

A build went to "Build in Progress" but no specialist tasks generated—why?
Refresh your screen after marking the gate task complete—automation can take a few moments to run. If tasks still don't appear after refreshing, contact support with the project link to investigate.

For accounts launching now, is HubSpot relying on Quickbase signals or AM signals in HubSpot?
For accounts launching on or after your migration date, HubSpot workflows are managing the process. The Account Manager changes the pipeline stage to "On-Boarding Complete" after campaigns launch, which triggers optimization project creation and the first optimization task.

Task Assignment & Sync Issues

New orders assigned in Quickbase aren't showing in HubSpot
There's typically a sync delay. If an order doesn't appear after 24 hours, contact support with the company/order name. Some accounts may be missing optimization projects if they launched during the migration period and need to be created manually.

A couple of accounts are missing from my task queue entirely—who do I contact?
Contact support directly with the company name so they can verify whether optimization projects exist and are assigned properly or if they need to be created.

Change Requests (Back Office Tickets)

Where do I find my change requests in HubSpot?
Three locations:

Homepage Dashboard: "My Open Change Requests" report
Service Record: Tickets section (right sidebar)
CRM → Tickets: Comprehensive tickets index view

An AM submitted a CR in Quickbase—will it appear in HubSpot?
No. Quickbase and HubSpot change request systems are separate. Requests submitted in Quickbase stay in Quickbase. As of your migration date, change requests should be submitted through HubSpot.

An AM says they submitted a CR in HubSpot but it's not showing for me
They likely created it at the Company level instead of the Service level. Tickets must be created from the Service record to assign correctly to specialists. Ask the AM to re-create the request from the Service level.

Does the ticket auto-assign to the right specialist, or do I assign manually?
Tickets auto-assign when created properly from the Service level using the "Send to Specialist" direction. Verify the assignee is correct after creation. If wrong, you can change it by clicking the "Assigned to" field.

How do I add completion notes to a CR and make them visible on the optimization project?

Create your note on the CR ticket
While creating the note, click "Associated with"
Select "Projects" and search for your Optimization Project
Check the project to associate

The note will now appear in both the CR and the Optimization Project activity feeds. If you forget during creation, you can add the association afterward by clicking the "# Associations" menu in the bottom right of the note card.

Check-Ins & Non-Optimization Tasks

Did existing Quickbase check-ins port over to HubSpot?
No. Historical check-ins remain in Quickbase. Future check-ins will need to be manually created as tasks in HubSpot.

How do I create recurring check-ins in HubSpot?
Currently, create check-in tasks manually for each occurrence. Set the due date and task queue, select "Set to Repeat" and modify the default cadence.

Where do check-in tasks appear on the dashboard?
They appear in the "Non-Optimization Tasks" report on your dashboard. This is separate from your optimization task queue.

Should check-in notes use the op playbook or a custom note?
Check-in notes are separate from optimization notes. Create a standard Note activity and associate it with the project. The optimization playbook is specifically for optimization work documentation.

Optimization Notes (Playbook)

Previous op notes are pre-populated when I open the playbook—is that expected?
Yes, this is intentional. The playbook shows your most recent optimization note to help maintain context and consistency between optimization cycles.

Can I clear the playbook fields without affecting previously saved notes?
Yes. The pre-populated content is just for reference. You can clear fields, modify them, or start fresh. Once you log a new note, the new content saves independently without affecting previous notes.

Navigation, Associations & Record Architecture

Why doesn't the Company card populate on the optimization project?
Optimization Projects are not directly associated with Companies—they're only directly associated with Services. The Service acts as the "bridge" between Projects and Companies. This architecture keeps data clean for reporting purposes.

How do I get from a project to a company?
Use the Service Bridge method (2 clicks):

From the Optimization Project, find the Service in the right sidebar
Click the eye icon next to the Service name
In the Service preview panel, click the Company name

AM interactions logged at the company level aren't visible at the service level—how do I find them?
Use the Service Bridge navigation above. AM interactions are logged at the Company level. Navigate from your Project → Service (eye icon) → Company to view the interaction notes in the Company's activity feed.

Users can't edit record-to-record associations due to permissions—who handles that?
Contact support for record-to-record association changes (like associating a ticket to a service). These permissions are currently restricted at the admin level.

Data & Field Information

Is Ad Spend broken out by Google and Microsoft?
Yes. Ad spend is broken down by platform and now shows on both the Service Information preview (eye icon) and on the project record itself. The total ad spend field should include both Google and Microsoft.

Can we see upcoming ops/check-ins from within a change request ticket?
This functionality is not currently available. For now, navigate from the CR ticket to the Service (using the eye icon), then view associated projects to see upcoming optimization tasks.

Cancelled, Declined & Inactive Accounts

Cancelled accounts still show overdue tasks in my queue—how do I clear them?
Verify the project stage shows "Inactive Service" (the entire progress bar should be filled). If correct, complete the task. No new task will be created.

When an order cancels in Quickbase, does HubSpot automatically remove the tasks?
Not immediately. The service status should sync and update the project stage to "Inactive Service," preventing new task generation. Existing overdue tasks may need to be manually completed once the status updates.

Declined/unpaid accounts still show optimization tasks—should I reschedule or close them?
Temporary solution: Reschedule the task far out (e.g., 3-6 months) to keep it out of your active queue while maintaining the task record.
Long-term solution (in development): When a service moves to "Declined/Unpaid" status, the task will be hidden from your dashboard queue but remain visible in the Overdue Tasks view. This allows you to quickly reschedule when the account becomes active again without cluttering your daily workflow.

Dual-System Period (Quickbase ↔ HubSpot)

Are blocking actions (taper actions, shopping down alerts) coming to HubSpot?
Yes, this is actively being worked on, but there's no specific timeline yet. For now, continue using Quickbase for taper actions and blocking alerts. You can access these through the embedded Quickbase views on your dashboard (PSS homepage section).

Getting Help

Q: Where can I find more detailed information?

Comprehensive user guides are available for:

HubSpot Overview
Navigation
Task Creation & Commenting
Optimization Projects
Onboarding Projects
Build Reviews
Quickbase Data Access

Q: Who should I contact with questions?

Workflow questions: Your team lead
Technical HubSpot questions: Tristan Storr
Platform-level issues: HubSpot support

Don't hesitate to ask—learning the system takes time, and questions help improve documentation for everyone.