Any help with how we can identify ticket duplicates? I attached 4 screenshots of 4 seperate tickets that was created. as you can see the title and the name of the ticket is changing each time causing it to be duplicated even though the ticket is the same and just a new email reply was added. Any help how to stop these duplicates or identify?
Hey @cclark2,
Thanks for bringing this to the community!
To start, I’d suggest looking at the record sources of the tickets to see how they’re being created.
Heres a similar thread that might help while you wait for others to weigh in:
Tagging some of our top contributors who may have run into this before:
Hey @Anton, @evaldas @michaelma – do you have any suggestions for @cclark2 on this?
Thanks!!
Sam, Community Manager
The usual cause here is the incoming reply not threading back to the original conversation, so HubSpot treats it as a brand new ticket instead of adding to the existing one. A couple of things to check: whether replies keep the original subject and thread reference (if customers start a fresh email instead of hitting reply, it won’t match), and whether your ticket automation is set to create a ticket on every inbound email. In the help desk channel settings there’s a control for how replies on an existing thread are handled, pointing that at - add to the existing conversation stops most of it. For the ones already split, you can merge the duplicate tickets from the ticket record so the history stays in one place.