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Core Rules — HubSpot 101: Navigating Contacts, Deals, and Tickets

How to navigate HubSpot’s Contacts, Deals, and Tickets and track fulfillment status.

Audience

  • New and existing sales reps using HubSpot with MySalesHub.

  • Managers and leads who need a quick refresher on the system structure.

Purpose / When to use this

Use this article when you’re learning or refreshing how HubSpot fits into the MySalesHub ecosystem.
It explains what Contacts, Deals, and Tickets mean, how to navigate to them, and how to quickly answer “Where is my customer’s order?” without disrupting the warehouse.

1. How HubSpot fits with MySalesHub

  • You do your quoting, product entry, contracts, and payments in MySalesHub.

  • HubSpot is the system of record:

    • Stores Contacts and Deals.

    • Tracks money, stages, and tickets.

    • Drives the fulfillment engine (ordering, build, delivery).

KEY IDEA: Think of MySalesHub as the front-end sales app and HubSpot as the brain that tracks the customer, money, and work.

2. The core hierarchy: Contacts, Deals, and Tickets

2.1 Contacts — the person

  • A Contact is the customer record:

    • Name, email, phone.

    • Communication history (emails, calls).

2.2 Deals — the money

  • A Deal is the sale itself:

    • Tracks the contract, products, and total revenue.

    • Tracks the deal stage (Quote → Closed Won).

  • As a Sales Rep, you own the Deal.

2.3 Tickets — the work

  • A Ticket represents operational work tied to the deal, such as:

    • Double Check reviews.

    • Vendor orders.

    • Build, Receive, Delivery, Pickup.

    • Warranty and Needs Attention exceptions.

Ownership split:

  • Sales reps own:

    • Double Check, Order, Warranty, and Needs Attention tickets.

  • Warehouse and delivery teams own:

    • Build, Receive, Delivery, Pickup tickets.

3. Navigating HubSpot’s main menus

3.1 Accessing CRM records

  • On the left-hand navigation menu in HubSpot, hover over CRM.

  • Click into:

    • Contacts to see people.

    • Deals to see sales.

    • Tickets to see operational work.

3.2 Bookmarking for speed

  • You can bookmark these menu items in HubSpot:

    • Hover over Contacts, Deals, or Tickets in the left menu.

    • Click the bookmark icon next to each.

  • This pins them to your bookmarks section for easy access.

TIP: Bookmark Contacts, Deals, and Tickets so you’re always 1–2 clicks away from your core views.

4. Finding the right deal fast

Do not scroll through long pipeline lists; use the search bar.

Steps:

  1. Use the Global Search Bar at the top of HubSpot.

  2. Type the Customer’s Name or Job Name.

  3. HubSpot will show:

    • Matching Contacts.

    • Associated Deals.

    • Tickets tied to those deals.

  4. Click the correct Deal from the results.

Notes:

  • A customer may have multiple deals:

    • Go to the Contact to see all associated deals in the right-hand panel.

    • Choose the one you care about based on job name or date.

REMINDER: Search is the fastest path. Avoid browsing through pipelines to find a single job.

5. How to track a deal’s fulfillment status

Customers will ask “Where is my kitchen?” You can answer that from the Deal record without calling the warehouse.

5.1 Method A — Overview tab (for open tickets)

  1. Open the customer’s Deal.

  2. In the middle panel, choose the Overview tab (not Activities).

  3. The top card shows tickets that are currently open and active on that deal:

    • Build.

    • Delivery.

    • Warranty.

    • Needs Attention, etc.

This view filters out completed tickets so you only see what’s in progress.

5.2 Method B — Right sidebar (full ticket history)

  1. On the Deal record, look at the upper right sidebar.

  2. You’ll see all associated Tickets:

    • Open and closed.

    • Their current pipeline and stage.

Use this when you want a complete history of what has happened on the job.

TIP: Use Overview for “what’s active now” and the right sidebar when you need full context or to troubleshoot older issues.

 

6. What HubSpot does in the background

When you follow the proper MySalesHub flow and click Finalize Close on a Double Checked deal:

  • HubSpot automatically:

    • Moves the deal to Closed Won.

    • Reads the product list from MySalesHub.

    • Creates vendor Order Tickets for each vendor.

    • Creates Build tickets.

    • Creates Delivery tickets.

Why you must not drag stages manually:

  • If you manually drag a deal into Closed Won before it is truly ready:

    • The background engine can fire prematurely.

    • This can generate duplicate or empty tickets.

    • It causes confusion and rework for the warehouse.

IMPORTANT: Always let MySalesHub drive the deal stage to Closed Won. Never drag it manually in HubSpot as a shortcut.

7. What reps own vs. what ops owns

To avoid confusion:

  • You (Sales) own:

    • Deals.

    • Double Check tickets.

    • Order tickets (until cut-off).

    • Warranty tickets.

    • Needs Attention tickets.

  • Warehouse/Dispatch own:

    • Build tickets.

    • Receive tickets.

    • Delivery and Pickup tickets.

Your primary HubSpot working view is:

  • Tickets → Action Items (for sales-owned tickets that require action).

KEY IDEA: If a ticket is in your Action Items view, it’s your responsibility. If not, it likely belongs to warehouse or dispatch.