Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Article 16: ChainIT Support SOP — How to Submit Issues Inside or Outside HubSpot

This article explains how you should submit support issues when you run into a problem inside HubSpot, outside of HubSpot, or during a customer or prospect interaction.

Your goal is to make sure issues are documented, routed, tracked, and resolved through the right process.

You should not rely on hallway conversations, one-off emails, text messages, or memory when something affects sales activity, HubSpot data, customer experience, onboarding, access, or revenue.

Use the official ChainIT Support Portal when you need help:

https://support.chainit.com/

1. When You Should Use ChainIT Support

You should submit a support request when an issue affects your ability to work, sell, support a customer, access a system, or keep HubSpot accurate.

Use support when:

  • You cannot access HubSpot
  • You cannot find assigned Contacts, Companies, Leads, or Deals
  • Records are missing or assigned incorrectly
  • Your HubSpot views or dashboards are not working
  • Your Outlook or Gmail plugin is not logging emails
  • You see duplicate records
  • A customer or prospect reports an issue
  • A system link, form, or portal is not working
  • A customer-facing process is blocked
  • A Deal or onboarding step is delayed because of a system issue
  • You are unsure how to route an operational problem

If the issue affects sales activity, customer experience, data quality, or access, it should be documented.

2. Why Support Requests Matter

Support requests create a trackable record.

That matters because it helps ChainIT Pay:

  • Understand what happened
  • Know who is affected
  • Prioritize the issue
  • Route it to the right team
  • Track resolution
  • Avoid duplicate work
  • Protect customer experience
  • Protect HubSpot data quality
  • Keep Sales Ops informed
  • Prevent the same issue from repeating

If an issue is only mentioned casually, it may not get tracked or resolved correctly.

3. What Types of Issues Belong in Support

You should use support for issues involving:

  • HubSpot access
  • HubSpot records
  • HubSpot data quality
  • Views
  • Dashboards
  • Lead assignments
  • Deal associations
  • Email plugin issues
  • Customer-facing portals
  • Support links
  • Onboarding links
  • Broken forms
  • Permission issues
  • Customer complaints
  • Prospect issues
  • Sales process blockers
  • Payment-related customer issues
  • Operational handoff problems

When in doubt, document the issue through support.

4. HubSpot Issues You Should Submit

Submit a support request for HubSpot issues such as:

  • You cannot log in
  • You cannot see Contacts assigned to you
  • You cannot see Companies assigned to you
  • You cannot access Leads
  • You cannot create or save a view
  • Your filters are not working
  • Your dashboard does not show your records
  • Your reports are wrong
  • A Contact owner is incorrect
  • A Company owner is incorrect
  • A Deal owner is incorrect
  • A Lead is assigned to the wrong person
  • A Contact is associated with the wrong Company
  • A Deal is missing a Contact or Company association
  • Your email plugin is not logging emails
  • Your sales activity is not showing on records
  • Duplicate records are creating confusion

Do not create replacement records just because you cannot find something.

It may be a filter, ownership, permission, or data issue.

5. Non-HubSpot Issues You Should Submit

Support is not only for HubSpot.

You should also submit support requests for issues involving:

  • ChainIT Pay support portal
  • Customer onboarding links
  • Customer-facing forms
  • Payment-related questions that require review
  • Broken website links
  • Login problems
  • File access issues
  • Document access issues
  • Internal tool access
  • Customer portal issues
  • Prospect issues that block next steps
  • Partner issues that need tracking
  • Any system issue that affects sales or customer experience

If the issue could affect a prospect, customer, partner, or revenue opportunity, document it.

6. Where to Submit Support

Use the ChainIT Support Portal:

https://support.chainit.com/

This should be your starting point for issues that need support tracking.

If an issue is urgent and also needs leadership attention, you should still submit the support request first, then escalate through the appropriate internal channel.

The support ticket creates the record.

The escalation creates visibility.

You may need both.

7. What You Should Include in Every Support Request

Your support request should be clear enough for someone else to understand the issue without needing to chase you for basic details.

Include:

  1. Your name
  2. Your role or team
  3. The system affected
  4. The issue summary
  5. What you were trying to do
  6. What happened instead
  7. The Contact, Company, Lead, or Deal name, if applicable
  8. The customer or prospect name, if applicable
  9. Screenshots, if available
  10. Error message, if any
  11. Business impact
  12. Urgency level
  13. Whether this affects a customer, prospect, Deal, or onboarding step
  14. Best way to contact you for follow-up

More detail helps support resolve the issue faster.

8. How to Write a Clear Issue Summary

Your issue summary should be specific.

Poor Summary

“HubSpot is broken.”

Better Summary

“I cannot save a Contact view filtered to Contact owner = my name.”

Poor Summary

“Customer link does not work.”

Better Summary

“ABC Chiropractic cannot access the onboarding link sent on June 5. Customer receives an error message after clicking.”

A clear summary helps the support team understand the problem quickly.

9. Use This Support Request Format

When you submit a ticket, use this structure when possible:

Issue Summary

Briefly explain the issue.

System Affected

Identify the system, such as HubSpot, Outlook plugin, onboarding portal, website form, or support portal.

What I Was Trying to Do

Explain the task you were attempting.

What Happened

Explain what went wrong.

What I Expected

Explain what should have happened.

Record or Customer Affected

List the Contact, Company, Lead, Deal, customer, or prospect involved.

Business Impact

Explain whether this affects sales, support, onboarding, customer experience, reporting, or revenue.

Urgency

Select urgent, high, normal, or low.

Screenshot or Error Message

Attach if available.

10. How to Classify Urgency

Use urgency carefully.

Not every issue is urgent.

Urgent

Use urgent when the issue is actively blocking sales, customer experience, onboarding, payment activity, access, or revenue.

Examples:

  • Customer cannot complete onboarding
  • Customer-facing link is down
  • You cannot access a required system
  • A high-value Deal is blocked
  • Multiple users are affected
  • A payment-related issue is active
  • A compliance or risk concern exists
High Priority

Use high priority when the issue is important but not fully stopping business.

Examples:

  • Lead ownership is wrong for a current campaign
  • Email logging is not working
  • Active Deal record is incorrect
  • Dashboard is materially wrong
  • Customer issue needs review but is not an emergency
Normal Priority

Use normal priority when the issue needs help but is not time-sensitive.

Examples:

  • You need help creating a view
  • You need help with a HubSpot process
  • A record needs cleanup
  • You have a process question
  • A non-urgent dashboard issue exists
Low Priority

Use low priority for improvement requests or non-blocking issues.

Examples:

  • Article update suggestion
  • Formatting request
  • Future enhancement idea
  • Non-urgent training question
11. What to Do Before You Submit a Ticket

Before submitting, check the basics.

For HubSpot issues:

  • Are you in the correct HubSpot account?
  • Are you in the correct object?
  • Are filters hiding records?
  • Are you using the right view?
  • Are you logged into the email plugin?
  • Are you looking at the correct Contact, Company, Lead, or Deal?
  • Is another owner assigned?

For customer issues:

  • What exactly did the customer try to do?
  • What happened instead?
  • Is there a screenshot?
  • Is this tied to an active Deal?
  • Is onboarding or revenue affected?

Do not spend too much time trying to fix something you are not authorized to fix.

Check the basics, then submit support.

12. What Not to Do

Do not create more problems while trying to solve one.

Avoid:

  • Creating duplicate Contacts
  • Creating duplicate Companies
  • Creating duplicate Deals
  • Deleting records
  • Merging records unless authorized
  • Re-importing spreadsheets
  • Changing ownership without approval
  • Editing fields you do not understand
  • Promising customers a resolution time
  • Guessing on technical causes
  • Guessing on payment, compliance, or risk issues
  • Handling customer issues only through side conversations

If you are unsure, submit the issue.

13. How to Handle Customer-Facing Issues

If a customer or prospect reports a problem, stay calm and professional.

Use language like:

“Thank you for flagging this. I’m going to document the issue through our support process so it can be reviewed and routed to the right team.”

Then gather:

  • What they were trying to do
  • What happened instead
  • Error message
  • Screenshot
  • Time of issue
  • Link or page involved
  • Business impact
  • Whether they are blocked

Do not guess.

Do not promise a fix time unless it has been confirmed.

14. Document Customer Issues in HubSpot

If the issue is tied to a Contact, Company, Lead, or Deal, document it in HubSpot.

Contact Note Example

“Customer reported issue accessing onboarding link. Support ticket submitted through support.chainit.com. Awaiting review.”

Company Note Example

“Company reported customer-facing access issue that may affect onboarding. Support ticket submitted. Monitoring impact on sales timeline.”

Deal Note Example

“Deal may be delayed due to onboarding access issue. Support ticket submitted. Next step pending support review.”

This keeps sales context connected to the support issue.

15. When You Should Escalate Internally

Some issues need both a support ticket and internal escalation.

Escalate when:

  • A customer is at risk
  • A Deal is at risk
  • A high-value opportunity is blocked
  • A payment issue may create financial exposure
  • A compliance or risk concern exists
  • Multiple users are affected
  • A customer-facing portal or page is down
  • A partner relationship is affected
  • Leadership needs visibility

Still submit the support ticket first so there is a record.

16. What to Do After You Submit a Ticket

After submitting support:

  1. Document the issue in HubSpot if tied to a record.
  2. Create a follow-up task if customer communication is needed.
  3. Watch for updates.
  4. Keep the customer informed if customer-facing.
  5. Update the Deal, Lead, Contact, or Company if timing changes.
  6. Escalate if the issue becomes urgent or affects revenue.

Submitting a ticket does not remove your responsibility to manage the sales relationship.

17. Example Support Request: HubSpot View IssueIssue Summary

Unable to create saved Contact view.

System Affected

HubSpot

What I Was Trying to Do

I was trying to create a Contact view showing Contacts assigned to me.

What Happened

The filter disappeared after I saved the view.

What I Expected

The view should show Contacts where Contact owner equals my name.

Record or Object Affected

Contacts object

Business Impact

This prevents me from organizing and working my assigned Contacts.

Urgency

Normal

Screenshot

Attached

18. Example Support Request: Customer Onboarding IssueIssue Summary

Customer cannot access onboarding link.

System Affected

Customer onboarding portal

What I Was Trying to Do

I sent the onboarding link to the customer so they could begin the process.

What Happened

The customer clicked the link and received an error message.

What I Expected

The customer should have been able to access the onboarding page.

Customer Affected

ABC Chiropractic

Related HubSpot Record

ABC Chiropractic Company record and ABC Chiropractic - ChainIT Pay Processing Deal

Business Impact

This may delay onboarding for an active opportunity.

Urgency

High Priority

Screenshot

Customer screenshot attached

19. Example Support Request: Email Plugin IssueIssue Summary

Outlook emails are not logging to HubSpot.

System Affected

Outlook / HubSpot Sales add-in

What I Was Trying to Do

I sent a follow-up email to a prospect and selected the option to log it to HubSpot.

What Happened

The email does not appear on the Contact record.

What I Expected

The email should appear on the Contact timeline.

Record Affected

Jane Smith Contact record

Business Impact

This affects visibility into active Lead follow-up.

Urgency

Normal

Screenshot

Attached if available

20. Support Ticket Checklist

Before submitting, confirm you included:

  • Issue summary
  • System affected
  • What you were trying to do
  • What happened instead
  • What you expected
  • Contact, Company, Lead, or Deal name if applicable
  • Customer or prospect name if applicable
  • Screenshot or error message
  • Business impact
  • Urgency level
  • Your contact information
21. Common Support Mistakes to Avoid

Avoid:

  • Submitting vague tickets
  • Not including screenshots
  • Not naming the affected record
  • Marking everything urgent
  • Creating duplicate records instead of asking for help
  • Changing ownership without approval
  • Re-importing data without approval
  • Promising customers a fix time
  • Not documenting customer issues in HubSpot
  • Not following up after submitting a ticket
22. Final Standard

You should use support whenever an issue affects your work, your records, your customers, or your pipeline.

The ChainIT Pay support standard is:

  • Use https://support.chainit.com/
  • Be specific
  • Include screenshots when possible
  • Explain business impact
  • Choose the correct urgency
  • Document customer-facing issues in HubSpot
  • Do not create workarounds that create more cleanup
  • Escalate when revenue, customers, risk, or leadership visibility are involved

Support tickets create the record.

HubSpot creates the sales context.

Together, they help ChainIT Pay keep sales activity moving, protect the customer experience, and resolve issues cleanly.