topic Re: Automatic Duplicate Ticket Association in Tickets & Conversations

Automatic Duplicate Ticket Association

amizelle — Fri, 29 Jul 2022 15:53:17 GMT

There needs to be a way for HubSpot to recognize that a ticket submission was sent to 2 of the service email addresses and consolidate it to one ticket, or recognize that there are multiple tickets with the exact same name and description and consiolidate those.

One of my clients comes from another Service Platform and one of their biggest pain point with Service Hub is that there is no way to easily see tickets that may be duplicates and there is no automatic consolidation, even when they have the same ticket name and description. This was something that their previous platform did automatically for them and it helped keep their tickets clean. Their customers tend to send their service request emails to multiple email address and they have Insurance Companies as vendors that send over legal documents for each program a customer enrolls in and their system sends each document in a seperate email, creating a new ticket for each email and flooding their inboxes.

Re: Automatic Duplicate Ticket Association

PamCotton — Fri, 29 Jul 2022 21:18:58 GMT

Hello @amizelle , thank you for posting in our Community! I would like to invite our top experts @benesch_e

@Josh @James-Preseem any recommendations to @amizelle matter?

Thank you!

Pam

Re: Automatic Duplicate Ticket Association

DanielMaus — Tue, 08 Nov 2022 11:55:44 GMT

Hi Amizelle,

I would love this functionality and I'm looking for a service platform that will mark duplicate tickets based on any column/field/property of my choosing. If you don't mind what platform was your client using that allowed for this?

Re: Automatic Duplicate Ticket Association

RBozeman — Fri, 31 Mar 2023 18:30:39 GMT

Hi @amizelle,

Yes, this would be a great feature. With automatic ticket creation, contact creation, and potentially company creation all flowing from the original conversation submissions, the situation can become quite complex in a hurry! It's not uncommon for there to be duplicate records in all of those categories, with all of them errantly associated to each other. Not only does this impact usability of the tickets themselves, but it can make routing and reporting very difficult as well.

Because of default naming conventions and other issues, identifying tickets as duplicates can be difficult on its own, let alone merging them.

I wanted to mention that Insycle can help with this. Full disclosure, I work for Insycle. But Insycle can help you to rewrite ticket names using ticket data, so that ticket names are more descriptive, searchable, and it makes it easier to identify duplicates.

Then, you can deduplicate tickets in bulk, using any field as a matching field. Once you have a working template that reliably identifies and merges duplicate tickets, then you can automate it to run on a set schedule (daily or weekly for instance) or inject Insycle templates directly into HubSpot Workflows, so that tickets are deduplicated immediately after they hit your system and before the ticket is routed to a rep.

We recently published an in-depth article on dealing with duplicate HubSpot tickets and the problems companies run into, you can check it out here.

Hope that helps!

Best,

Ryan