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Reviewing the HubSpot Ticket and Contract
1. When a new customer is assigned, you will receive an email saying you've been made the ticket owner in HubSpot. Navigate to HubSpot "Tickets," and ensure that you are in the appropriate pipeline.
Tip! There are three main HubSpot pipelines that CSMs use: Onboarding Pipeline for Privacy, Safety Onboarding Pipeline, and Guardian Pipeline.
2. Ensure that you are selected as the "Ticket owner."
3. The new organization you are adding will be in the "Assigned Column." You can also search by the organization name if needed.
4. Click anywhere on the ticket for a preview; you can access the contract from the preview. Click on the name of the organization to fully open the ticket.
5. Click "Notes" to see if there are any relevant notes for the CSM.
6. Click here under "Ticket description" to open the contract (Executed Agreement). Keep the contract open in a separate tab.
Tip! If the contract isn’t under "Ticket description," here are two other places to look for it:
- In HubSpot on the right, look under attachments.
- In Monday, look under current dealers in the fully executed column.
7. Look at the contract to find the primary and secondary implementation contacts.
8. In the HubSpot ticket, click "Add" in the upper right-hand corner under "Contacts."
9. Click the "Search contacts" field. Type the implementation contact's name. If he/she doesn't come up under "Add existing," you can "Create new."
To create a new contact, add the implementation contact's email address and first and last name. Then click "Create."
10. If the Implementation Contact comes up under "Add existing," click the box next to his/her name. Click "Next" in Step 1 and then click "Save" in Step 2.
Tip! If there is a secondary implementation contact, be sure to follow steps 8-10 to add an additional ticket contact.
11. Look at the contract to see what packages they purchased under "Pricing Summary." Per Rooftop Products are Privacy, Safety, Guardian, DealCheck AI, or a bundle of these products.
Federal Safeguards is a bundle that includes the following:
- Privacy Rights Management (PRM)
- Safeguards Fundamentals (GLBA)
- Advanced Cybersecurity (Cyber)
- Phishing (Phish)
Alert! Workforce automatically comes with any other ComplyAuto software.
Tip! ComplyCrypt, or Encrypted Messaging, is free for organizations in endorsing states. Here is a map showing current endorsing states (as of 1/21/25).
12. "Per User Products" would include Device & Email Security (Sophos) and Multi-Factor Authentication (Duo).
Creating an Organization in Workforce
1. Navigate to the Workforce Staff dashboard and click "Organizations."
2. Click "Add Account."
3. Click the "Name" field and type the name of the organization as it appears in the ticket name (do not use rooftops or DBA names found in the contract under Terms & Conditions).
4. The following items should be left in their default settings:
- Status = Onboarding
- Type = Standard
- Product Vertical = Automotive
- Leave "Enable MFA" checked
5. Skip the "Enterprise" section and click "Add Product."
6. From the drop-down menu, add the appropriate products based on the contract's "Pricing Summary."
Alert! Never add any "Staff" products to an organization's account. Staff products are only for employees of ComplyAuto.
7. Click "Add Regions."
8. Look at the contract and add the state(s) in which the organization is located from the drop-down list.
9. Go back to the top and click "Create."
Follow this link for the steps to set up the organization in Privacy: Setting Up a New Organization in Privacy.