The more detail you can provide, the better!

Include:

• A clear description of the issue or request.
• Screenshots, error messages, or steps to reproduce the problem.
• The tool or platform you’re using.
• The level of urgency—let us know if this is a showstopper or something that can wait.

Providing these details upfront helps us get to the solution faster!

You can raise tickets for anything marketing-related, including:

• Broken tools or integrations.
• Access or permissions issues.
• Feature requests or new tool setups.
• General troubleshooting or advice.

If the issue is with CRM or relating to a question the sales team have, you will need to direct your questions to Core Systems Support.

If you’re not sure if your issue qualifies, raise a ticket anyway, and we’ll point you in the right direction.

Setting up a new project in HubSpot is simple however the lead time for having this done is 2 weeks.

To set up the project, we require:

• Project Estate ID - to reflect that in CRM.
• Project Name
• Project Email Address

Have your viewed the Project Setup Checklist? This is constantly improving so if there is anything you think we have forgotten, please feel free to add it in to the template!

Similar to creating a new project, we will require a 2-week timeframe to set up a new advertising channel such as REA Native Lead Ads, OpenLot, Facebook Lead Ads etc.

Here’s the process:

1. Raise a Ticket: Submit a ticket to the Martech team with details about the new advertising channel you’d like to set up.

2. Include Key Information: Be sure to provide details like:

   • The platform you want to use (e.g., Google Ads, Facebook, LinkedIn).

   • Campaign goals and target audience.

   • Any assets (e.g., ad copy, images, videos).

3. We’ll Take It From There: Our team will review your request and assist with account setup, integration with existing tools, and tracking configurations.

Need a walkthrough or training for the new channel? Let us know in the same ticket, and we’ll include it as part of the setup process.

We’ll do our best to assist or redirect you to the appropriate team if the ticket is not related to Marketing platforms and channels. 

If the issue is with CRM or relating to a question the sales team have, you will need to direct your questions to Core Systems Support.

Absolutely! We love hearing your ideas. Submit your request through the ticketing system, and we’ll review it.

Keep in mind, that feature requests and improvements are typically low priority, but they’re always considered during our planning cycles.

Nope! If you have reviewed our training articles and sand still can’t find the answer you need, it’s time to raise a ticket.

Please avoid emailing or messaging us on Teams—having all your questions in the ticket system helps us keep track, improve our processes, and expand the platform for everyone’s benefit.

Thank you!

You can track your ticket’s progress in the ticketing portal here. Each ticket will have a status, such as:

• Open: We’ve received it and are reviewing.
• In Progress: It’s being worked on by our team.
• Waiting on Contact: We’re waiting on additional info from you! Check your inbox.
• Resolved: The issue has been addressed.

You’ll also receive email updates for major changes, so keep an eye on your inbox.

If your issue becomes more urgent or you feel it’s not being addressed quickly enough, you can escalate it by:

• Replying to your ticket with an updated urgency level.
• Contact your designated point of contact directly.

We’re here to help, so don’t hesitate to let us know if something needs extra attention!

Resolution times depend on the priority level and current MarTech workload. See rough timeframes below:

• High Priority: 1–2 business days.
• Medium Priority: 3–5 business days.
• Low Priority: 7+ business days.

For more complex issues or requests requiring third-party support, timelines might vary, but we’ll keep you updated along the way.

If you haven’t received any updates, it could be because:

• We’re waiting on additional information from you.
• The resolution is taking longer than expected due to complexity.

Feel free to follow up on your ticket or check its status in the portal.

Your patience is appreciated!

If you want to view only your tickets in HubSpot, here's what you need to do!

1. Go to the 'Tickets' Tab: Navigate to the Tickets section in HubSpot (usually under the "Service" or "Support" menu).
2. Create a Filter: Click on the "Filters" button near the top of the page. In the filter options, select "Created by", and set it to your name or email address.
3. Save the View: Once you’ve applied the filter, click "Save View" in the top right. Give your view a name, like "My Tickets."
4. Set It as Default (Optional): If you want this view to be your default, click the dropdown menu next to the view’s name and select "Make Default View."

Now, whenever you click on the 'Tickets' tab, you’ll see only the tickets you’ve raised—no more sifting through the full list!

Please reach out if you have any issues with this set up.

To schedule a meeting with the Martech team, you’ll need to raise a ticket and include the following:

• The purpose of the meeting.
• Your availability (include a few time options).
• Any relevant details or context we might need to prepare.

This helps us ensure the right people are available and that we’re ready to assist during the meeting. Once we review your request, we’ll confirm a time with you.

When you submit a ticket, here’s what happens behind the scenes:

Initial Review: Our team reviews your ticket to understand the issue and gather context. The more details you provide (screenshots, error messages, etc.), the faster we can assess it.

Assigning Priority: Based on the nature and urgency of the issue, we assign it a priority level. If we’re unsure about the severity, we’ll reach out for clarification.

Routing the Ticket: Once prioritised, the ticket is assigned to the most appropriate team member or specialist. We aim to match the issue with the person best equipped to resolve it efficiently.

ot a topic you think we should cover? We’d love to hear your suggestions! Raise a ticket with the following details:

• The topic or area you’d like the article to cover.
• A brief description of what you’re hoping to learn or clarify.
• Any examples or scenarios that could help us understand your needs.

We’re always looking to expand our resources, and your input helps us create content that benefits everyone.

Please note - the rough timeframe for training articles to be created can range from 2-4 weeks and will vary depending on the current volume of tickets.