Prevent Ticket Workflow Un-enrollment when merging

[AHucks]

I have a workflow that is set to increment a ticket property by 1, and then either delay for 12 hours and move that ticket to a particular phase or - if the ticket property is a certain value - move to a different phase.

The tickets in this pipeline often have other tickets merged into them.

How do I prevent workflow un-enrollment when tickets are merged?

[karstenkoehler · Accepted solution]

Hi @AHucks,

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!

[PamCotton]

Hey @AHucks, thank you for posting in our Community!

When tickets are merged in HubSpot, workflows treat the merged ticket as a new record, which can cause un-enrollment. To prevent this, ensure the workflow uses criteria that re-enroll merged tickets based on updated properties. You can also consider restructuring the workflow to rely on properties or triggers that persist after merging, ensuring continuity in the ticket's journey. To our top experts, @Phil_Vallender and @ScottPennwood do you have any recommendations for @AHucks?

Kindly,

Pam