sometimes happends that some customers send 1/2/3 emails with different subjects, this action open more than one ticket for the same person.
Would be helpful have the possibility to divide the tickets using email addresses instead of the subject, so in conversation inbox we will have just 1 ticket open for person instead of 1/2/3 etc... with different subject for the same issue.
Yes, this would be a great feature. With automatic ticket creation, it's really easy for duplicate tickets to be created. A customer might assume they are asking three different questions and send three different emails, but the questions might be related and better handled on a singular ticket. Or a customer might submit a followup email to a previous ticket as a new thread, creating a whole new ticket and a confusing situation for your support staff. Then, it can be difficult to identify the tickets as duplicates due to the default naming conventions.
Then, things can get more complex if you have automatic contact and company creation turned on as well, potentially creating duplicated (and associated) records for those record types as well.
I wanted to mention that Insycle can help with ticket deduplication. Full disclosure, I work for Insycle. But 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.
Then, you can deduplicate tickets in bulk, using any ticket field as a matching field. Once you have a working template you can automate it to run on a set schedule (hourly or daily, for instance) or inject Insycle templates directly into HubSpot Workflows, so that tickets are deduplicated immediately after they hit your system and before the ticket is routed to a rep.
We recently published an article examining duplicate HubSpot tickets and the problems associated with them that you may find helpful.
Upvotting on behalf of a customer who uses forms to automatically create tickets. This can lead to multiple form submissions from the same contact to create multiple duplicated tickets which their team has to waste resources acting on
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
