Transform Your Sales Enablement Process with HubSpot's Internal Request System
Does your sales enablement team still track internal requests through endless email chains, Excel spreadsheets, or expensive third-party tools? Spoiler alert! There's a better way to manage your team's internal workflows.
In this comprehensive guide, we'll show you how to leverage HubSpot's powerful features to create an automated internal request system that streamlines communication between your sales and sales enablement teams. Whether you're managing requests for custom presentations, white papers, or internal demos, this solution will revolutionize your
Why Your Current Request Management System Is Holding You Back
The Hidden Costs of Manual Request Tracking
Most sales enablement teams face these common challenges:
- Lost Email Threads: Critical requests buried in overflowing inboxes
- Version Control Nightmares: Multiple spreadsheet versions floating around
- No Visibility: Leadership can't track request volume or completion rates
- Wasted Resources: Paying for additional tools when HubSpot can handle it all
For marketing operations teams in competitive markets, these inefficiencies can mean the difference between closing deals and losing opportunities.
The Marketing Operations Impact
When your HubSpot implementation doesn't include proper internal workflows, you're missing out on:
- Data-Driven Insights: Understanding which materials drive the most requests
- Resource Planning: Knowing how many requests your team handles monthly
- Performance Metrics: Tracking response times and completion rates
- Team Accountability: Clear ownership and status tracking
Building Your Internal Request System: A Step-by-Step HubSpot Tutorial
Prerequisites for Implementation
Before diving into the setup, ensure you have:
- HubSpot Professional or Enterprise subscription
- Admin access to create properties and forms
- Basic understanding of HubSpot's ticketing system
Step 1: Creating Custom Properties for Request Management
The foundation of any effective HubSpot workflow starts with proper data structure. Here's how to create the essential properties:
1. Creating the "Requested By" Property
1. Navigate to Settings > Properties
2. Search for "Ticket Properties"
3. Click "Create Property" > "Create Manually"
4. Configure as follows:
- Property Name: Requested By
- Field Type: Dropdown select
- Options: Add all sales team members
- Important: Check "Show property in forms and bots"
2. Creating the "Request Type" Property
1. Follow the same navigation path
2. Create another property with:
- Property Name: Request Type
- Field Type: Dropdown select
- Options:
- White Paper
- Sales Deck
- Product Documentation
- Internal Demo
- Custom Presentation
Step 2: Setting Up Your Internal Support Pipeline
Separating internal requests from customer-facing tickets is crucial for proper RevOps management. Here's how:
1. Go to CRM > Tickets > Pipelines
2. Create a new pipeline called "Internal Support"
3. Configure stages based on your workflow:
- New Request: Initial submission
- In Review: Being evaluated
- In Progress: Actively working
- Ready for Review: Awaiting approval
- Completed: Delivered to requestor
- On Hold: Awaiting additional information
Step 3: Building the Request Form
Now comes the magic – creating a form that automatically generates tickets:
1. Navigate to Marketing > Forms
2. Select "Create Form" > "Legacy Form"
3. Choose the "Support" template (automatically generates tickets)
4. Configure form fields:
- Remove email field (prevents contact creation)
- Add "Requested By" property
- Add "Request Type" property
- Keep ticket name and description
Form Configuration Best Practices
- Notifications: Add all sales enablement team members
- Auto-Assignment: Configure round-robin or specific owner assignment
- Pipeline Selection: Ensure "Internal Support" is selected
- Confirmation Message: Provide clear next steps and SLA expectations
Step 4: Deploying and Sharing Your Request System
1. Publish your form
2. Copy the share link
3. Distribute to sales team via:
- Team wiki or knowledge base
- Bookmark in sales tools
- Email announcement with instructions
- Slack or Microsoft Teams integration
Measuring Success: KPIs for Your Internal Request System
Essential Metrics to Track
Monitor these key performance indicators to optimize your system:
1. Average Response Time: From submission to first action
2. Completion Rate: Percentage of requests fulfilled
3. Request Volume: Daily/weekly/monthly trends
4. Resource Utilization: Which materials are most requested
5. Requestor Satisfaction: Follow-up surveys or feedback
Creating Custom Reports in HubSpot
Build dashboards that showcase:
- Request volume by team member
- Most requested content types
- Average turnaround time by request type
- Bottlenecks in your process
Common Pitfalls to Avoid
- Not separating internal from external tickets
- Overcomplicating the form with unnecessary fields
- Forgetting to set up proper notifications
- Neglecting to train the sales team on the new process
- Missing regular reviews of request data
ROI of Implementing an Internal Request System
For marketing operations teams across major markets from Los Angeles to Miami, the benefits are clear:
- Time Savings: 5-10 hours per week previously spent on manual tracking
- Improved Visibility: 100% request tracking vs. scattered emails
- Faster Turnaround: 30-50% reduction in fulfillment time
- Cost Reduction: Eliminate need for third-party request management tools
Frequently Asked Questions
Can this system work for teams outside of sales enablement?
Absolutely! This framework adapts perfectly for any internal request management:
- HR document requests
- IT support tickets
- Marketing campaign requests
- Legal review processes
What HubSpot subscription level is required?
You'll need at least HubSpot Starter to access the ticketing features. Professional and Enterprise users can leverage additional automation and reporting capabilities.
How do we handle urgent requests?
Add a "Priority" field to your form with options like:
- Standard (3-5 business days)
- Urgent (24-48 hours)
- Critical (same day)
Configure workflows to notify appropriate team members based on priority level.
Can we integrate this with our existing HubSpot workflows?
Yes! This system seamlessly integrates with your existing workflows. You can trigger actions based on request types, assignees, or stages.
What about tracking time spent on each request?
HubSpot's native time tracking features or custom properties can monitor:
- Time to first response
- Total time invested
- Number of touches required
Transform Your Marketing Operations Today
Stop letting internal requests fall through the cracks. By implementing this HubSpot-powered system, marketing operations teams can achieve unprecedented efficiency and visibility.
Your sales team deserves a streamlined way to request support, and your sales enablement team needs proper tools to manage their workload. This solution delivers both while maximizing your existing HubSpot investment.
Ready to Revolutionize Your Internal Processes?
Don't let another day pass with requests lost in email chains or scattered across spreadsheets. Our HubSpot implementation experts can help you:
- Design custom request management systems
- Integrate with your existing tech stack
- Train your teams for adoption success
- Optimize workflows for maximum efficiency
Contact our HubSpot specialist today for a free consultation on transforming your marketing operations. Whether you're in Dallas, Portland, or anywhere in between, we'll help you build the efficient, scalable systems your growing team needs
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