topic Ticket Management in Data Hub

Ticket Management

Psc2147 — Mon, 26 May 2025 22:58:34 GMT

We're currently having issues with tickets being created from multiple sources — forms, calls, and emails — all generating separate tickets for the same issue.

We’d like to explore how we can better manage this, ideally by finding a way to merge duplicate tickets. Whether it's through a workflow, automation, or an easy manual trigger that the sales team can use, we’re open to suggestions.

Thank you

Re: Ticket Management

karstenkoehler — Tue, 27 May 2025 03:54:57 GMT

Hi @Psc2147,

It sounds like you have contacts who submit their requests via different channels repeatedly – do I understand that correctly?

Without having more context, I would say that the biggest challenge here is to automatically determine with certainty that a ticket is an actual duplicate. For example, an incoming email would have a different email text than, maybe, a submitted form. So there wouldn't be anything to go by to automatically duplicate, since these two records do not share something that is exactly the same.

You could of course assume that two open tickets of the same category on a contact are duplicates and merge them – with the risk that these might actually be separate issues. If this risk is acceptable, one way to go about this would be Koalify which lets you set custom deduplication rules: https://koalify.io/

Lastly, I think there's a component of human merging here as well. When a customer support/service rep works a ticket, you could train them to check for other open tickets – and merge, if necessary: https://knowledge.hubspot.com/records/merge-records

Best regards

Re: Ticket Management

RubenBurdin — Mon, 18 Aug 2025 15:27:01 GMT

Hi @Psc2147

You’re on the right track already.

A couple of extra thoughts that might help you move forward:

When multiple channels are feeding into Service Hub, duplicates are almost always about context.
HubSpot doesn’t have an automatic dedupe for tickets the same way it does for contacts, so out of the box you’re left with either training reps to check related tickets (https://knowledge.hubspot.com/records/merge-records)

Or introducing a third-party tool like Koalify that lets you define stricter duplicate rules.

What I’ve seen is that the “duplicate” problem often starts upstream. If your form submissions, emails, and call notes are siloed in other systems, each one can push a new ticket into HubSpot without awareness of the others.

That’s why workflows or manual merges only solve the surface issue. If you want tickets and contacts to really stay consistent, the safer long-term play is to keep your systems in real-time sync so HubSpot always receives and updates the same record rather than creating fresh ones.

That way, when a customer calls after sending a form, your team sees one unified ticket thread instead of three scattered versions.

Let me know if this makes sense for your setup.

Curious to hear if you’re mainly looking for a quick fix (like a merge step in reps’ process) or if you’d consider cleaning it up at the integration level so duplicates don’t keep appearing. Hope this helps.