topic Re: Two Tickets Getting Created in Tickets & Conversations

Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 17:40:05 GMT

I'm extremely new to hubspot. Took a role that has a rough deployment.

Form on website for 'contact us'. Form submission appears to create two tickets and I don't undersatnd why. I found one workflow that explains one ticket creation (properties/assignment is accurate to what I am seeing and starts with 'create ticket'). However, there is a second ticket and is simply showing up as 'New ticket created from form submission' with nothing but a contact address from the form. It doesn't get assigned and sits as 'open' for 30 days until the system automatically closes it.

Is it reasonable that form submisssion creates ticket for enrolling contact, then hits a workflow step to create a second ticket that follows assignment, etc.?

Edit: When I insert a step in the workflow to edit record instead of 'create ticket', hubspot tells me the current object is 'Contact'. This confuses me. Is the form submission creating a ticket or a contact (or both)?

Re: Two Tickets Getting Created

karstenkoehler — Tue, 02 Sep 2025 17:45:27 GMT

Hi @Justin7,

Generally, form submissions create/update contacts but they can also contain ticket properties in which case they will also create a ticket.

If you have workflows, additionally, with the "Create record" workflow action to generate tickets, you have redundancy there. It's hard to say what makes more sense in your situation but typically, it's easiest to have the form create the ticket and not set up a separate workflow.

@Justin7 wrote:

Edit: When I insert a step in the workflow to edit record instead of 'create ticket', hubspot tells me the current object is 'Contact'. This confuses me. Is the form submission creating a ticket or a contact (or both)?

That is correct, if you're in a contact-based workflow. If the ticket does not exist yet (which is typically the case when you're about to use "Create record") you can't do so from a ticket workflow. There isn't any ticket to enroll yet. You're enrolling contacts, then creating tickets and populating the newly created ticket with information previously stored on the contact.

Best regards

Re: Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 17:51:35 GMT

Thank you. So a simple 'contact us' form on our website will always create a ticket for the support pipeline? I was looking for some admin page where I could designate specifics on what a form submission does within our hubspot system. If I could see a screen where the submit button creates a ticket for a pipeline I designate, I could get comfort that this additioal workflow where a ticket is created is redundant.

Re: Two Tickets Getting Created

karstenkoehler — Tue, 02 Sep 2025 17:54:41 GMT

@Justin7 I can't say from a distance what exactly is happening in your portal. A regular contact us form does not always create tickets, no, but if ticket creation is enabled in the settings of that particular, it will. One sign of that would be ticket properties / fields on the form. In the options tab of the form editor, there is also a ticket creation toggle.

Re: Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 18:26:27 GMT

I am learning....slowly..... I looked through the options on the form and could not see a ticket creation toggle. I am still unsure how this form submission creates a ticket. I think I agree how the second/redundant ticket is getting created but I would really like to see the options/selections/toggles on where we give the instructions on what exactly to do on a form submission. Is it 'Always create contact for new email address'? Does creating a new contact generate/create a new ticket?

Re: Two Tickets Getting Created

karstenkoehler — Tue, 02 Sep 2025 18:30:28 GMT

@Justin7 in the legacy form editor, this toggle would have to be on for the form to create tickets:

If this is not enabled, go to the workflows tool and check which workflows are creating records:

There might simply be multiple ones doing the same thing.

Re: Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 18:34:47 GMT

Ticket Properties is not enabled, and the create record workflow is only limited to the one workflow where I believe the second ticket is being created. I apprecaite your help. I will keep looking to see how this first ticket is getting created upon form submission. Maybe to some trial/error testing. Thanks again.

Re: Two Tickets Getting Created

karstenkoehler — Tue, 02 Sep 2025 18:38:09 GMT

@Justin7 which value does the second ticket have in the property "Record source"? What do you see when you scroll to the very bottom of the activity timeline, as a starting note?

Re: Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 18:41:50 GMT

Conversations

Re: Two Tickets Getting Created

karstenkoehler — Tue, 02 Sep 2025 18:46:41 GMT

@Justin7 can you check your inbox settings? https://knowledge.hubspot.com/records/manage-the-tickets-in-your-inbox

If incoming emails create contacts and tickets, and a workflow too, that would explain the duplicates.

In any case, at this point you could check with HubSpot support who can access your portal directly.

Re: Two Tickets Getting Created

Justin7 — Tue, 02 Sep 2025 18:50:09 GMT

Thank you, I will reach out to them. The contact record, that I think creates the ticket, has the 'New ticket created from form submission' matches the contact information in the ticket that the workflow creates and assigns out.

We do have tickets getting created from inbound emails but those aren't seeing the same duplicate ticket symptom.

I will chase with support. Thank you very much for your time on this.