HubSpot Ideas

CBerwick

Duplicate service ticket alert

We want to use the service tickets to track work on customer POs. Occasionally a customer will accidentally submit a PO more than once and we need a way to identify these duplicates.

 

I'd like to see an option to be alerted within a ticket if a custom property on a ticket has been used before. There would need to be an ability to override the duplicate alert and move foreward with the ticket if the duplicate is not an accident.

1 Reply
RBozeman
Participant

Hi @CBerwick,

 

One solution could be to turn off automatic ticket creation setting, and instead manually create tickets based on email threads. Of course, this probably creates more manual work.

 

A better solution might be to consider a third-party app that can help you to identify and merge duplicate tickets more reliably. As it works now, identifying and merging tickets can be difficult. Default naming conventions can make duplicate tickets difficult to identify so some manual analysis is usually needed.

 

Insycle can help with ticket deduplication. Full disclosure, I work for Insycle. But with Insycle, you can deduplicate tickets in bulk, using any ticket field as a matching field. Also, Insycle can help you to rewrite ticket names using ticket data, so that ticket names are more descriptive, searchable, and it make it easier to identify and merge duplicates. We recently published an article on duplicate HubSpot tickets and their associated problems that you may find helpful.