topic Re: Is it possible to limit spamming by customers? in Tickets & Conversations

Is it possible to limit spamming by customers?

jpiffaut — Fri, 14 Oct 2022 14:53:47 GMT

With the growth of the company, more and more customers start to arrive with queries and more than a few desperate to work. These same customers anxious to get an answer soon, fill support with emails, making the task of merging tedious or making more than one support person respond to the same issue.
How could you generate a limitation so that customers who send a ticket with the same issue, are automatically answered with a message like "This issue already exists and is being handled in this ticket". Or how do you manage these cases in your company?
Greetings.

Re: Is it possible to limit spamming by customers?

karstenkoehler — Fri, 14 Oct 2022 16:56:03 GMT

Hi @jpiffaut,

HubSpot currently does not have any features for that, unfortunately. It might be possible with third-party solutions but natively, the team would still have to check the contact record in HubSpot to see whether tickets are duplicates. If they are, you could work with snippets or templates to streamline the process.

If you have a Service Hub Professional subscription, you could also set up an automation that triggers when a custom checkbox property on the ticket, e.g. "Duplicate request", is checked, a specific email is sent to the customer, mentioning that the ticket was closed because of that reason.

I would also recommend adjusting the email that is sent to the contact when the ticket is received, along the lines of 'We received your request. We'll get back to you shortly. Please do not submit the same request multiple times'.

Automatic merging of similar tickets would require machine learning capabilities which are not available in HubSpot. (If they were, they'd also be risky unless trained on a very large number of tickets. There would be tickets merged although not they're not duplicate requests.)

Hope this helps!

Re: Is it possible to limit spamming by customers?

RBozeman — Fri, 31 Mar 2023 18:53:30 GMT

Hi @jpiffaut,

HubSpot currently does not offer a feature like the one you suggested, limiting customers from submitting new tickets. One potential solution could be to turn off automatic ticket creation setting, and instead manually create tickets based on email threads. Of course, this probably creates more manual work for your support teams, which you are probably looking to avoid.

A better solution might be to consider a third-party app that can help you to identify and merge duplicate tickets more reliably. As it works now, identifying and merging tickets can be difficult. Default naming conventions can make duplicate tickets difficult to identify so some manual analysis is often required, and then merging the tickets is mostly a manual process.

Insycle can help with ticket deduplication. Full disclosure, I work for Insycle. But with Insycle, you can deduplicate tickets in bulk, using any ticket field as a matching field. Once you have a working template, you can automate it to run on a set schedule (hourly or daily, for instance) or inject Insycle templates directly into HubSpot Workflows, so tickets are deduped immediately after they hit HubSpot and before the ticket is assigned to a rep.

Also, Insycle can help you to rewrite ticket names using ticket data, so that ticket names are more descriptive, searchable, and it make it easier to identify and merge duplicates.

We recently published an article examining duplicated HubSpot tickets and their associated problems that you may find helpful.

Hope that helps!