How to Prevent Workflow Un-enrollment When Merging Tickets

[masav61862]

Hi everyone,

I am Emmanuel Katto from Dubai, working with a workflow where a ticket property is incremented by 1, and then the ticket is either delayed for 12 hours and moved to a specific phase or, if the ticket property reaches a certain value, moved to another phase.

The challenge I am facing is that tickets in this pipeline are frequently merged with other tickets. When this happens, the workflow seems to un-enroll, which I want to avoid.

Does anyone have any suggestions or solutions for preventing the workflow from un-enrolling when tickets are merged? Any advice would be appreciated!
Regards

Emmanuel Katto

[karstenkoehler · Accepted solution]

Hi @masav61862,

As far as I know, this behavior can currently not be prevented, see here: https://knowledge.hubspot.com/records/merge-records#ticket-merges - There are currently no workflow settings that would stop this unenrollment based on merges.

This is unfortunately not possible at this stage. However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Merged-Tickets-and-Companies-should-re-enroll-in-work...

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!

[jforte · Accepted solution]

Hey @masav61862 as @karstenkoehler said the behaviour can't be prevented. Anyway I've though about a workaround where you could create a "safety net" workflow.

1) You keep your original workflow (specific triggers + 12h delay + branch + optional increase)
2) You create the "safety net" workflow where you keep the same structure as the first one BUT you add to what you add on the first one triggers a new criteria - "merged tickets ID" known and turn off re-enrollment properties.

This way even with a delay (since a deal that was 11h on the first could later be added to the new one that will take +12h) you ensure that the ticket you will follow the path you wanted!

[karstenkoehler · Accepted solution]

Hi @masav61862,

As far as I know, this behavior can currently not be prevented, see here: https://knowledge.hubspot.com/records/merge-records#ticket-merges - There are currently no workflow settings that would stop this unenrollment based on merges.

This is unfortunately not possible at this stage. However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Merged-Tickets-and-Companies-should-re-enroll-in-work...

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!