Merge two companies with the Salesforce Sync Active

Christiana

We'd like to merge two companies within HubSpot but have been told this functionality is not available as it is disabled for users who have a Salesforce integration with Hubspot. It would be great if this feature could be made available.

HubSpot updates
Re: Merge two companies - changed to: Not Currently Planned
yesterday

Hey folks,

 

I wanted to hop in here with a quick correction. While it is possible to merge companies, it isn't possible to merge companies while the Salesforce sync is active. Currently, the HubSpot > Salesforce integration doesn't delete records in Salesforce, which is why merging isn't possible.

 

The best remedy is to merge the companies in Salesforce, and the actions will be carried over to HubSpot. 

 

Apologies for the confusion,

Joe

Re: Merge two companies - changed to: Delivered
Mar 24, 2020

Hi HubSpot community, 

We're doing some housekeeping of the ideas forum here and this post popped on my radar. As mentioned above, this functionality is currently supported in the HubSpot CRM. Here are the details on how to merge companies. I'm going to move this to the status of "delivered". As always, thank you for your continued input on our product. 

30 Replies
ramatoG2
Contributor

Agreed -- it would be great to have this functionality, especially for duplicates that were created by HubSpot (even though the account already existed in both HubSpot and Salesforce). 

 

Turning off the integration is not a viable or scalable solution. 

LeadGenerator
Member

HUBSPOT THIS IS AN ISSUE AND IS NOT RESOLVED.

joshm
Member

This is a massive, MASSIVE pain point. HubSpot please address this. If you're having this issue, please send this post to your CSM.

kreiley
Member

It's completely unacceptable that this was marked as "Delivered". It has not been delivered. The inability to merge accounts just because we're integrated with Salesforce is a massive pain point for my organization and wastes so much time. This is the poorest customer support I have ever seen from a service.

 

@Dylan The "help" article you referenced in your post specifically states:

What if one or both of the records are syncing to Salesforce?

You will not have the option to merge company records if your account is integrated with Salesforce 

 

Perhaps you did not read the text of the issue reported? Or perhaps you are unaware of this restriction? Either way, please revert this issue to its original status and please provide an update on if this functionality is planned and, if so, when your customers can expect it to be delivered.

edX
Member

This isnt fixed. You cannot merge companies in Hubspot if the Sync with Salesforce is turned on. Also, there is no sync between the systems with parent and child companies. If Someone in salesforce merges two companies together in does not merge in Hubspot. It just leaves two companies, one with the deals and contacts assocatied with it that stops syncing with Salesforce and one that continues the sync. This is also a big problem becasue if there are two companies with the same domain in Hubspot contacts are associated with the company that had the earliest create date. This is a real problem when merges happen in Salesforce becasue contacts can still get assocaited with the company in Hubspot that isnt syncing with Salesforce based on a sooner create date. 

Status updated to: Not Currently Planned
JoeMayall
HubSpot Product Team

Hey folks,

 

I wanted to hop in here with a quick correction. While it is possible to merge companies, it isn't possible to merge companies while the Salesforce sync is active. Currently, the HubSpot > Salesforce integration doesn't delete records in Salesforce, which is why merging isn't possible.

 

The best remedy is to merge the companies in Salesforce, and the actions will be carried over to HubSpot. 

 

Apologies for the confusion,

Joe

Ofer
Member

Thanks Joe from the product team.

 

The issue is NOT that we have two accounts in sales force, the issue is that we have two duplicate accounts in Hubspot. 

One of them is in sync with salesforce and the other is not. 

 

We want to merge those two accounts in hubspot - NOT in salesforce. We don't need to delete anything in salesforce. 

 

If you need further clarification, or even a joined session where I would SHOW you the issue - feel free to email me

edX
Member

Hey Joe, 

 

Are you 100% sure this is actually what happens in Hubspot when you merge two companies in Salesforce? I don't think this is what happens. From my understanding when you merge two companies in Salesforce it doesnt merge them in Hubspot, it just stops one of the accounts from syncing with Salesforce and leaves a skeleton company in Hubspot. I have seen this a lot with duplicate companies in Salesforce with the same domain that are merged. Also the same applies to parent and child changes in Salesforce. It doesnt make the parent and child assocaition in Hubspot. 

APlocinik
Member

I agree with @Ofer . This is what we are struggling with right now.  We don't want to touch anything in Salesforce. We either need to merge/bulk delete HubSpot specific duplicates or merge a HubSpot duplicate to a version that IS syncing to Salesforce.

 

Right now I am basically manually manipulating data in an excel file for thousands of companies (we have a ton of duplicates stemming from our migration and subsequent SFDC sync back in February). And then need to do a cross-object upload to move contacts from duplicate companies to the correct one. And then some sort of delete inside of HubSpot for contact-less companies. A MAJOR time suck.

kreiley
Member

@JoeMayall Please note the previous replies -- this is not how the system functions. If you merge accounts in Salesforce, the accounts DO NOT merge in HubSpot. Both accounts continue to exist in HubSpot, with one no longer syncing to Salesforce, but remaining as a duplicate in HubSpot. This duplicate account could have contacts on it that users then need to manually de-couple from the duplicate account, associate manually with the correct account and then delete the duplicate account. ALL MANUALLY.

 

I'm honestly astounded at how little attention HubSpot has paid to this issue. I would consider Salesforce to be one of the most used CRMs out there. How could this many people on the HubSpot product team not know how this merge issue is functioning?