Hey @KNault,
Yes, this is definitely a huge issue. Expanding the ways to detect and merge duplicate tickets would be helpful, as the ticket name isn’t always a great option, particularly if the ticket was created automatically by default, such as through an inbox message or Facebook Messenger.
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 for easier deduplication. Then, you can deduplicate tickets in bulk, using any field as a matching field. Then you can automate it to run on a set schedule (daily or weekly for instance) or inject Insycle templates directly into HubSpot Workflows.
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.
Best,
Ryan