topic How do you unmerge a ticket? in Tickets & Conversations

How do you unmerge a ticket?

HGramm — Fri, 14 Jun 2024 13:22:26 GMT

I have merged 3 tickets together, 2 of them are fine but I need to unmerge the 3rd, how do I do this?

Re: How do you unmerge a ticket?

karstenkoehler — Fri, 14 Jun 2024 13:24:02 GMT

Merging is unfortunately permanent and cannot be undone, see here: https://knowledge.hubspot.com/records/merge-records#can-i-unmerge-records

You would have to create a new ticket record and manually copy the property values of the ticket you accidentally merged + manually associate the correct activities.

Don't shoot the messenger.

Best regards!

Re: How do you unmerge a ticket?

HGramm — Fri, 14 Jun 2024 13:29:34 GMT

Thank you, Karsten. I noticed that this issue was raised a couple of years ago as well. Could we escalate it for review? Implementing a solution would be highly beneficial. Currently, the manual process is too cumbersome, and without the ability to unmerge tickets, two separate issues with different outcomes are combined into one ticket. This leads to inaccurate reporting.

Re: How do you unmerge a ticket?

karstenkoehler — Fri, 14 Jun 2024 13:36:25 GMT

@HGramm other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Unmerging-records/idc-p/578223/highlight/true

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!

Re: How do you unmerge a ticket?

gm-meetmaps — Wed, 02 Oct 2024 10:18:04 GMT

Hi, I see a difference between the other ticket (unmerging records) and this one (unmerging tickets).

For this last use case we have found a manual workaround:

Manually create a new ticket for the details you want to unmerge.
At the merged tickets activity tab, look for the specific action (email, call, note, etc.) and at the association dropdown, add the new ticket (watch out, if you want to find the new ticket that is not associated yet, you need to pre-select the "Tickets" category inside the dropdown, at the left area.
Then dissociate the old ticket.
Repeat this action for each of the actions you want to add to the new
Once finished with the actions, dissociate at the ticket level the other objects you may have associated: Contact, Company, Deal, etc. and associate them at the new ticket.

Really manual, but this is something not happening continuously for us, so it works.

Apologies for not including screenshots, there's plenty of confidential data and it takes long to blur everything 🙂