Ticket Management

[Psc2147]

We're currently having issues with tickets being created from multiple sources — forms, calls, and emails — all generating separate tickets for the same issue.

We’d like to explore how we can better manage this, ideally by finding a way to merge duplicate tickets. Whether it's through a workflow, automation, or an easy manual trigger that the sales team can use, we’re open to suggestions.

Thank you

[karstenkoehler · Accepted solution]

Hi @Psc2147,

It sounds like you have contacts who submit their requests via different channels repeatedly – do I understand that correctly?

Without having more context, I would say that the biggest challenge here is to automatically determine with certainty that a ticket is an actual duplicate. For example, an incoming email would have a different email text than, maybe, a submitted form. So there wouldn't be anything to go by to automatically duplicate, since these two records do not share something that is exactly the same.

You could of course assume that two open tickets of the same category on a contact are duplicates and merge them – with the risk that these might actually be separate issues. If this risk is acceptable, one way to go about this would be Koalify which lets you set custom deduplication rules: https://koalify.io/

Lastly, I think there's a component of human merging here as well. When a customer support/service rep works a ticket, you could train them to check for other open tickets – and merge, if necessary: https://knowledge.hubspot.com/records/merge-records

Best regards