Tickets & Conversations

HGramm
Participant

How do you unmerge a ticket?

SOLVE

I have merged 3 tickets together, 2 of them are fine but I need to unmerge the 3rd, how do I do this?

2 Accepted solutions
HGramm
Solution
Participant

How do you unmerge a ticket?

SOLVE

Thank you, Karsten. I noticed that this issue was raised a couple of years ago as well. Could we escalate it for review? Implementing a solution would be highly beneficial. Currently, the manual process is too cumbersome, and without the ability to unmerge tickets, two separate issues with different outcomes are combined into one ticket. This leads to inaccurate reporting.

View solution in original post

karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

How do you unmerge a ticket?

SOLVE

@HGramm other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Unmerging-records/idc-p/578223/highlight/true

 

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!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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View solution in original post

4 Replies 4
Thos
Participant

How do you unmerge a ticket?

SOLVE

To unmerge a ticket, go to the merged ticket, find the third ticket you want to unmerge, and select the option to "unmerge" or "split" it from the merged ticket.

0 Upvotes
karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

How do you unmerge a ticket?

SOLVE

Hi @HGramm,

 

Merging is unfortunately permanent and cannot be undone, see here: https://knowledge.hubspot.com/records/merge-records#can-i-unmerge-records

 

You would have to create a new ticket record and manually copy the property values of the ticket you accidentally merged + manually associate the correct activities.

 

Don't shoot the messenger.

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes
HGramm
Solution
Participant

How do you unmerge a ticket?

SOLVE

Thank you, Karsten. I noticed that this issue was raised a couple of years ago as well. Could we escalate it for review? Implementing a solution would be highly beneficial. Currently, the manual process is too cumbersome, and without the ability to unmerge tickets, two separate issues with different outcomes are combined into one ticket. This leads to inaccurate reporting.

karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

How do you unmerge a ticket?

SOLVE

@HGramm other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Unmerging-records/idc-p/578223/highlight/true

 

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!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.