If you’re facing an issue or something doesn’t look right with Team Overview, learn more about how to troubleshoot. Try these quick solutions which will also improve your understanding of how Hook works.
Missing accounts in Team Overview
Search for the account in Hook. If the account is not in Hook, see Accounts missing in Hook
If the account is in Hook, check the assigned CSM for this account in your CRM.
If the CSM for this account in Hook matches your CRM: this CSM is not assigned to the correct team in Hook. Go to User Admin settings and set the Team manager for this CSM.
If the CSM for this account in Hook does not match your CRM: reach out to [email protected] and our support team will investigate
Accounts that do not belong to my team appear in Team Overview
Go to one of these accounts and find the CSM. Check the User Admin settings and ensure they are assigned to the correct Team Manager.
Check if multiple CSMs are assigned to this account in Hook. If a CSM in the manager’s team is one of several CSMs on this account, then it will appear in Team Overview
Check when the CSM assignee was last updated in your CRM, and if this account was recently reassigned to a different CSM outside of the manager’s team. It can take up to 24 hours for new CSM assignments to be updated in Hook
Related Article: User Admin and Permissions