Any workarounds where merging tickets keeps the ticket ID? This makes integration with 3rd parties difficult to sync if the ticket ID changes.
Hi @KNguyen0,
You could set up a custom view only property and use a workflow to copy the value from the record ID into your custom field. Upon merge, the winning ID would be preserved in that field. Integrations could reference this custom property.
Best regards
There isn’t really a built-in way in HubSpot to merge tickets and keep both original IDs. When you merge, HubSpot chooses one ticket to keep, and the other gets absorbed and closed. The ID that remains is simply the one you set as the primary ticket.
There are a few practical ways people handle this:
One option is to save the IDs before merging (similar to what Karsten is saying). You can create a custom property like “Legacy Ticket IDs” and store both ticket IDs on the ticket you plan to keep. That way, your integration still has a reference point to map the old ID to the current one.
Another approach is to avoid merging altogether and just associate the tickets. This keeps both records and their IDs intact. You can then mark one as the primary using a status, tag, or property, which often works better if external systems rely on those IDs.
If you control the integration, the most reliable solution is to handle it there. For example, in something like n8n or another middleware, you can maintain a lookup table that maps old ticket IDs to the active one whenever data syncs. It takes a bit more setup, but it avoids fighting HubSpot’s limitations long term.
If the integration is something you manage, that last approach is usually the most stable. HubSpot isn’t likely to change how merging works, so building around it tends to be the cleaner path.
What system are you syncing with? That can change the best approach quite a bit.
Actually, I just thought of another option.
HubSpot has a property that stores the merged IDs, for tickets its the “Merged Ticket IDs” (
hs_merged_object_ids) property. You could probably use that! Well again, depending on the integration and how you are managing it.