Incoming tickets link contacts incorrectly to a single company

Service Hub Tickets & Conversations
1

We have a lot of tickets from a single domain (@nhs.net). These are from a wide range of different organisations, from all over the country. In Settings, we have disabled ‘Create and associate companies with contacts’ and specifically excluded nhs.net from automatic associations.

However, when we get a new ticket from anyone with a nhs.net domain, it links them to the same ‘company’ and updates the address. Now every single contact has been linked to the same company with a new postal address, and the original correct data is lost.

Questions:

1. Is there any way to recover the old data that HubSpot overwrote?

2. Is there any way to actually get it to stop doing this?

This is a breach of data integrity and using HubSpot is making life more difficult for our team.

Thank you for your help.

2

Hi @RBeesley,

Thanks for reaching out to the Community!

Let’s consult with some of our experts to find out if they have dealt with a case similar to this in the past

@Lucila-Andimol, @Gilempert, @LautaroDelPlato, @JuanGomez0818 - Hello everyone, and happy start of the week. :slightly_smiling_face: I invite you to join this discussion in case you have handled a similar case before and can provide guidance to @RBeesley.

Thanks!
Diana

3

Hi @RBeesley,

I know you posted this question a little while back, and I wanted to check in to see if you’ve found a solution.

If you have, we’d be incredibly grateful if you could share the steps you took! Your insights would be immensely valuable for other users in the community who might face a similar challenge.

If you’re still looking for a solution, please let us know!

Thanks so much for your help!
Diana

4

No - we didn’t find a solution, and our data is corrupted as a result. All the settings within HubSpot were set to not allow this to happen, but it did it anyway. Support didn’t help, and there’s been no progress here.

If anyone can fix it, that would be great.

My only suggestion for others would be to run data extracts regularly, so at least if it is broken by HubSpot you can re-type all the data again. That isn’t helpful or practical, though.

5

Hi @RBeesley,

Thanks for letting us know!
To help us understand what’s happening more clearly, would you be able to provide an example, ideally with screenshots or a video, of this behavior?

Thanks!
Diana