topic Re: Ticket Category Field not updating correctly. in APIs & Integrations

Ticket Category Field not updating correctly.

ASuthar — Wed, 03 Sep 2025 08:31:04 GMT

Currently I'm working on my integration product, where we are syncing the HubSpot's contact data to the target system same HubSpot but with the ticket entity.

Now what we faced is first one update is being sent from the ticket entity to the contact entity. Which synced perfectly with perfect data as configured.

After this some various internal updates takes place like CALCULATION, INTERNAL_PROCESSING, ANALYTICS etc.

Now in total the revision made on the target contact entity where 7.

In this all revisions for the contact entity, it contains my revision as well where I have changed the contact's buying role field.

Now in the configuration I have mapped the ticket's category field with the Contact's buying role field. Their values are mapped like
Ticket -> Contact
Product Issue - Blocker

General enquirt - Decision maker

Product issue - Other

Product issue - User

Now in the first update from ticket to contact field in ticket contains - Product issue and General Enquiry which correctly synced to target contact as Blocker and Decision Maker

Now in the next update from the contact to ticket I have set the value for Contact as Other and User

Now when I synced it this field in the ticket entity i.e. the ticket category doesn't updated correctly and still it has the older data i.e. Product Issue and General Enquiry.

So, I want to ask that is there any limitiation in API as, whatever the updates passed on using API takes some delays for the UI to show ?

Re: Ticket Category Field not updating correctly.

Victor_Becerra — Wed, 03 Sep 2025 14:33:22 GMT

Hi @ASuthar Thank you for reaching out to the Community!I'd like to invite some community members who are subject matter experts to join this conversation.@SteveHTM @MichaelMa @nickdeckerdevs1 - Would you be able to share any insights on this? Your expertise would be greatly appreciated.Best,Victor

Re: Ticket Category Field not updating correctly.

MichaelMa — Wed, 03 Sep 2025 14:45:27 GMT

The UI does have some lag time however that should be only a few minutes at most. API requests also have some lag time as I've noticed it doesn't always pull the data I just updated.

Do you have any logger capabilities for your API? How are you triggering your API? Where is the data coming from? Is there perhaps an order of operations occuring? Eg, the first API request is taking too long (eg, if it's triggered via a Workflow) which results in it overriding the later requests?

Re: Ticket Category Field not updating correctly.

RubenBurdin — Wed, 03 Sep 2025 20:23:44 GMT

Hi @ASuthar

that “it updated once, then snapped back” pattern usually points to two things: a race between updates and a mismatch in property types/option values, not a hard UI delay.

First, open the contact’s and ticket’s property history and check the exact order and source of changes. You’ll often see your integration write the mapped values, then a workflow or another integration writes older values back a few seconds later. The history view shows timestamps and sources so you can confirm which process overwrote what

(https://knowledge.hubspot.com/records/view-record-property-history )

If you find a loop, add a guard in your workflow/enrollment or pause the reverse sync on that field to break the ping-pong.

Second, verify that “Ticket category” and “Buying role” are compatible. If one is multiple checkboxes and the other is single select, you’ll get merges or partial overwrites. Also be sure you’re writing the internal option values, not the labels; when enums don’t match 1:1, HubSpot silently rejects or normalizes, and you end up seeing the “old” values persist.

You can confirm field types and internal values in Settings > Properties, or via the Properties API if you prefer to script the checks (https://developers.hubspot.com/docs/api-reference/crm-properties-v3/guide )

One small clarifier: is your “Ticket category” a multiple checkboxes field?

If yes, send the full intended set on each update (or clear then set) because partial writes can re-coexist with previously stored options. Lastly, UI propagation is typically seconds to a couple minutes; anything sticking beyond that is almost always an overwrite or enum mismatch rather than propagation lag.

Hope this helps. If consistency between HubSpot and your finance or ops system is the gap, Stacksync keeps them mirrored as changes happen.

Re: Ticket Category Field not updating correctly.

ASuthar — Thu, 04 Sep 2025 05:08:23 GMT

History for the Contact :

History For the Ticket

In the History of the Contact we can see that the Buying role value was set to Other,Users and then in the next update the Last name was set to 08_21_23_36_05_1H5LA by my Integration.

Now similarly in the History of ticket the Last name field of Contact is mapped with the Ticket Description Field, so we can see that in the History this update is propagated and the ticket description is set to 08_21_23_36_05_1H5LA.

But the point is the Update for the field Buying role in the contact was made before this Last name update. But this update is not propagated in the Ticket entity.

Also both the Ticket Category and Buying Role field are of same type i.e. Checkbox (multi select checkbox (enummeration type) . Also making API call, I have passed the internal values for the options for ex - for Display name Product Issue - I have passed PRODUCT_ISSUE, similarly for Contact as well.

The system I'm currently working on is an integration and migration system named Opshub OIM. Where whenever any updates occurs the API is triggered for making changes to the target Hubspot system. No workflow is used.

Hope I answered your question @MichaelMa , @RubenBurdin , @Victor_Becerra