Managing Changes in Users

[JStamm]

How is everybody managing their Hubspot instance when there is a change in personnel that requires updates? For example, when a person leaves a company, any smart modules within emails that are specific to that user need to be updated, any workflows that set that user as a contact or company owner need to be updated, etc...

As our Hubspot instance progresses, it becomes more and more difficult to remember all of the things that need to be changed/updated.

Is there a best practice, tip, or trick that people use to manage this?

[karstenkoehler · Accepted solution]

Hi @JStamm,

Right now, the best solution is a good documentation. Whatever internal tool you're using for documentation, start adding all assets in HubSpot that reference specific users. When someone leaves, this is what you would refer to and make changes to those assets.

Unfortunately, there aren't any tools in HubSpot which would tell you about all places where a user is being mentioned/used. One way to find instances is by navigating to the property settings and checking where the contact owner / company owner / deal owner / ticket owner properties are being used.

Additionally, especially for email communication, under Menu > Marketing > Email, you can export all emails in an Excel file. There are columns with information on the sender which you can use to find and update marketing emails that use the name/email of the user who has left.

For any other assets that simply mention the user (e.g. marketing emails that are sent from a team alias but sign off with the user's name), there isn't any way to search for this systematically and quickly. This is where the documentation comes in. Ideally, you start building an HubSpot offboarding checklist that has an overview of all potentially relevant assets to check when the moment arrives.

Best regards!

[JStamm]

Thank you for your response. Do you have any recommendations on methods or tools for this type of documentation? I'm hoping there's something a little more advanced than just using an Excel document. Our organization uses Microsoft Teams if there is anything within Office 365 that you know of.