When merging tickets, there is currently an exception for the Ticket Owner property where, regardless of the option selected in the merge wizard, the merged ticket is assigned the owner of the primary record. This behavior is inconsistent with how other properties are handled during merges and can create confusion for support teams.
It would be helpful if HubSpot either:
- Honored the Ticket Owner selection made during the merge process, or
- Allowed administrators to configure which Ticket Owner should be retained by default when tickets are merged.
This enhancement would improve data accuracy, reduce manual owner corrections after merges, and provide a more predictable merging experience for support teams that rely on ticket ownership for routing, reporting, and accountability.