Bulk Ticket Merge

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Status: Idea Submitted
rstober
Submitted by on ‎Dec 11, 2019 3:58 PM

We would really like to have the ability to bulk merge Tickets (although this may be helpful for Contacts and Organizations too)

 

We often have people who bombard us whenever they have an issue being resolved. This means that they may submit a ticket form, send our support an email (to multiple agents) and also call us making sure we got all their other messages. Yes - it is quite annoying. lol

 

The issue is through all this process it could have created 4-5 tickets that are the same. We would love to be able to bulk select tickets (in the table view) and have the option to merge them. 

 

Right now we have to do so by clicking into each ticket which can be frustrating. 

 

Here is a poor mockup of what I would like it to look like:

Ticket.png

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27 Replies
AMillar5
Member
‎Dec 21, 2022 11:47 AM

It's been 3 years since this was requested.  Please add this to Hubspot!

redconben
Member
‎Dec 21, 2022 12:07 PM

@AMillar5  Wow it has been 3 years! 
We don't even use HubSpot anymore for our business. Thanks for reminding me that we made a good choice to switch! 🤣

Eddie_CoralTree
Participant
‎Jun 16, 2023 3:08 PM

Still hoping for this

HBridle
Member
‎Jul 31, 2023 11:06 AM

Absolutely second this idea. Please implement this HubSpot! It is much needed!

AlexSt
Participant
‎Aug 29, 2023 4:02 AM

I'm spending a crazy amount of time linking tickets together.

 

Not having the ability to merge tickets is like not having the ability to reply to tickets. It's such basic functionality that I'm honestly gobsmacked that it isn't already a feature. It almost pains me to call it a 'feature'.

 

Merging tickets means combining multiple tickets into one, which is our case as technical support. Ticket merging is most commonly used when you receive two help desk support requests from the same end-user, automated alarms\tickets about the same issue. In many cases, duplicate tickets are merged to prevent confusion and ensure agent efficiency.

 

Please prioritize this request, as it is standard procedure in EVERY ticket system!!!

dragnevdrg
Member
‎Aug 29, 2023 4:04 AM

The only reason for why HubSpot product team has rejected this request that I see, is becasue HubSpot is pretty new in the field of Service Management. And if they have a lot of experience in Customer Relationship Management, the same might not be true for their experience in ITSM.

 

Bulk Merge action: what is it and why it is important (in the field of ITSM)?

 

The Bulk Merge is the action of adding several tickets as Child Tickets to one Parent Ticket. By doing so, you can now have one Problem Ticket, for example, that contains all the separete tickets that arrived from different sources for the same problem. Consider, alariming system that since the occurence of an issue has detected 100 - 600 different transactions that are failing and turns them into separete tickets. If it takes the average of 1 minute to update one ticket it will take 10 hours for a person to update those 600 tickets. On the countraty, the ITSM platform that supports for Bulk Merge or (Bulk Update*) will give you the option to filter by Ticket Name, tick all the 6 pages (x100) of Tickets and Bulk Merge the 600 Children under single Parent Ticket. The operation will take no more then 5 - 15 minutes (assuming) for one person to complete.

 

15 minutes against 10 hours?!

 

*Bulk Update is the more general case. While normally the merge will imply that as a result of the actioin the Child Ticket ends up closed, with the Bull Update we can simply add a singular message to our 600 tickets from the example and leave them as they are. The Closure is optional but supported.

 

That's if we are generally speaking. At the moment, we see several actions that can be applied to multiple tickets. Available under the Edit menu:

dragnevdrg_0-1693296232249.png

 

Unfortunatelly, we cannot add to a Parent Ticket or Merge.

 

If someone knows how to "workaround" this, please sahre, can save us enormous amount of hours spend on routine work. I am not sure that the third party is solution, just because giving access to another company to internal coms is nothing I will vote for.

 

HubSpot, please let me know if there is a way that we request the change officially, so I can forward this to my mangers.

 

With best regards!

DJohnson735CC
Member
‎Jul 8, 2024 11:42 AM

Merging tickets one by one is a waste of time and is not productive to a large customer support team. This needs to be fixed, updated, implemented or whatever it is, ASAP. Having the option to select all or mutliple tickets at once to merge, would make this service much better for support teams that depend on smooth processes of daily work. Regards.