I don’t disagree with anything you said. I agree 100% that these things should likely be resolved and addressed in order for this to be a proper ticketing system.
Also, I agree that some of my suggestions are really hacks to work around things that are fundamentally wrong. Unfortunately, this thread based on my original post started on August 19, 2020. Since then nothing about the underlying issues or concerns that I’ve expressed or that many many others have upvoted, have been addressed. So although the suggestions might be hacks…they are intended as pragmatic suggestions for those who opt out of the alternative…which is to get a different ticketing system.
“There’s nothing here which is difficult from a design standpoint”. I think that is true…if you are designing a ticketing system. The fundemental design issues here is that HubSpot is a CRM first and a Ticketing system second. The behavior of the associations of email and tickets, makes sense if you are thinking about this from a CRM point of view. I agree with the one to one service centric concept for association. Believe me, I’ve made my thoughts known many times to their product management teams. Unfortunately. there is some functionality in here that someone somewhere along the way, thought made sense, but for the life of me I have no idea how.
My personal favorite:
- Hubspot Integration with Gmail account enabled.
- Google Chrome Sales Extension installed and enabled
- Default Associations enabled for “Existing Contacts” “New Contacts” “Companies” and “Tickets”
If you compose a new message to an exisiting contact that is in Hubspot and send it. The Default Associations - Ticket, automatically associates the new email with existing tickets. Which existing tickets? The first three tickets that were ever associated with that contact. No matter how old the tickets are, not matter if they are closed or not. When I brought this up as a bug and demaning it be fixed. The response I received was…WAD. Working as designed. My feed back was…well whoever designed that should be fired. Moral of the story…don’t let people use the default associations - tickets option. But I digress.
I am not familiar with a bug related to merging ticket and ids changing.
My observation and understanding has always been the following
- Ticket ID : 12345
- Ticket ID : 67890
If you merge ticket 12345 into ticket 67890, everything that was associated with Ticket 12345 gets merged with Ticket 67890 and Ticket 12345 no longer exists. Is this not the case?