Using HubSpot to manage internal demo requests

[Patti_R]

Hello! I work for a SaaS company and in both our pre-sales and post-sales processes, we provide live demos of our sofware. We currently only have one person who does our live demos and she's starting to get overwhelmed with requests, so we're trying to determine the best way for HubSpot to help us manage this. Our goals are 1) to ensure people are submitting demo requests in a timely fashion, 2) make sure the person submitting is giving our demo person all the details she needs to be successful since our demos are all a little different, and 3) a "queue" or something similar to help our demo person stay organized with all of the requests. We currently use a demo prep playbook in pre-sales which she finds helpful. Would a combination of creating different demo prep playbooks, plus a demo request form make sense? What about using "tickets" [we're not currently using this feature]? Or any other suggestions? Thanks in advance!

[clwydp · Accepted solution]

Yes—use a dedicated “Demo Requests” intake form + a Tickets pipeline, then layer Playbooks and automation on top.

How to set it up fast:

1. Intake: Create a form (Marketing > Forms) with required fields and conditional logic for demo type, audience, goals, urgency/date, account context, and technical needs. On submission, use a workflow to create a ticket in the pipeline “Demo Requests,” set priority from the requested date, associate the contact/company/deal, and assign to your demo owner. Send an internal notification to the assignee and a confirmation email to the requester.
2. Pipeline: Service > Tickets > Pipelines; stages like Submitted → Needs info → Ready → Scheduled → Delivered → Follow-up. Add required ticket properties per stage (e.g., meeting link, deck, recording link).
3. Scheduling: Include your demo owner’s meeting link in the form thank-you email or a “Ready” stage email. If you later add more presenters, swap to round-robin meetings.
4. Organisation: Your demo person works from the Tickets board + filtered views (My open this week, Missing info, Due soon). Add SLAs/SLAs alerts (Service Hub Pro+) for “time to first response” and “time to schedule.”
5. Quality: Attach your Demo Prep Playbook to ticket and deal records; prompt required answers before moving stages. Use templates/snippets for confirmations and follow-ups. Optional: intake via Conversations Inbox (demo@) to auto-create tickets.

This keeps requests timely, ensures complete info, and gives a clean queue for one owner today and scalable as you grow.

[Onkarv · Accepted solution]

@Patti_R you can create a Support form (Marketing > Forms > Legacy forms > Support) This form can ask for all details required for the demo.

The Support form will create a Ticket which you can access under CRM > Tickets.

This way you can ensure that all demo requests are in one place and your demo specialist can work on it accordingly. You can also change the ticket pipeline stages to reflect the stages like 'Request recieved' 'In progress' "Demo completed"

Hope this helps

[STierney]

Hey @Patti_R - thanks so much for posting in the Community!

To get you some assistance here, can you tell us more about your current setup? I understand that you're currently using Playbooks. But I'm specifically curious to learn more about how you're currently taking requests for these live demos from customers. 

Also, you mentioned needing to ensure that people are submitting requests in a timely fashion. While I do believe that HubSpot forms would be the best method to request and track demo inquiries, I'm wondering what constitutes as a timely manner for your team.

Any context around your current setup is much appreciated!

Shane, Senior Community Moderator

[Patti_R]

Great questions @STierney! The requests are coming from our internal staff (not directly from prospects/customers), so they are aleady qualified as that's part of our sales process. On average she gets 10 a week. The current process is pretty informal, they send her an email or schedule a demo on her calendar. We're using the demo prep playbook for one segment of our business but not all - so the information shared with her prior to the demo is disjointed and disorganized for those not using the demo prep playbook. As far as what would be considered "timely", I would say 24-48 hours, we just want to allow her time to prep for the demo because they are all a little customized. We're also trying to be mindul of a process we could easily scale in anticipation of hiring additional staff this year.

[clwydp]

This is a good point. It would be good to know the volume of requests so that a solution can be suggested that is optimal. There is a big difference between a couple of requests per day and a couple of thousand.

Another solution might be to use an intelligent chat interface to 'talk' to the user directly, it could be configured to ask some specific questions and qualify the user so that only key enquiries are sent to the team and less critical ones could be given a link to a demo video.

CP

[clwydp]

I thought I had put together a good answer, sorry if it's not correct. Just trying to help.

[clwydp · Accepted solution]

Yes—use a dedicated “Demo Requests” intake form + a Tickets pipeline, then layer Playbooks and automation on top.

How to set it up fast:

1. Intake: Create a form (Marketing > Forms) with required fields and conditional logic for demo type, audience, goals, urgency/date, account context, and technical needs. On submission, use a workflow to create a ticket in the pipeline “Demo Requests,” set priority from the requested date, associate the contact/company/deal, and assign to your demo owner. Send an internal notification to the assignee and a confirmation email to the requester.
2. Pipeline: Service > Tickets > Pipelines; stages like Submitted → Needs info → Ready → Scheduled → Delivered → Follow-up. Add required ticket properties per stage (e.g., meeting link, deck, recording link).
3. Scheduling: Include your demo owner’s meeting link in the form thank-you email or a “Ready” stage email. If you later add more presenters, swap to round-robin meetings.
4. Organisation: Your demo person works from the Tickets board + filtered views (My open this week, Missing info, Due soon). Add SLAs/SLAs alerts (Service Hub Pro+) for “time to first response” and “time to schedule.”
5. Quality: Attach your Demo Prep Playbook to ticket and deal records; prompt required answers before moving stages. Use templates/snippets for confirmations and follow-ups. Optional: intake via Conversations Inbox (demo@) to auto-create tickets.

This keeps requests timely, ensures complete info, and gives a clean queue for one owner today and scalable as you grow.

[karstenkoehler]

@clwydp please keep in mind that gen AI content without a disclaimer is against the community guidelines.