Aircall x Hubspot tickets: merging tickets

[LMannak]

Hi all!

We have recently moved our support to the Service Hub, using the Aircall integration. We currently have it set up, so that any inbound calls (connected or missed) are creating a New ticket. However, customers often call multiple times about the same issue, or we have a missed call which we call back, and those situations create a new ticket every time and causes a bit of a jungle in the pipeline. Is it possible to for example automatically merge tickets created by the same phone number within a certain period of time? If so, what workflow would be needed?

We are trying to figure out best practices for doing support using the Hubspot ticket system and Aircall integration. Any tips&tricks are more than welcome!! 

[RBozeman]

Hey @karstenkoehler,

Thank you again for recommending Insycle. I work there as a product marketer. Just wanted to share a little context about Insycle for @LMannak.

• Insycle's Merge Duplicates module allows you to identify and merge duplicate HubSpot tickets using any field in your database. You can create multiple templates to catch more duplicates. 
• When you do merge records, you have complete control over the data that is retained in the master record on a field-by-field basis.
• Use Insycle's Recipes and integrate deduplication templates directly with your HubSpot Workflows. Then, you can set it up so that as soon as new data hits your database, it is automatically deduplicated after that.

Best,

Ryan

[karstenkoehler · Accepted solution]

Hi @LMannak,

HubSpot doesn't have any out-of-the-box functionalities for this. It would either have to be custom code or a third-party solution. As far as I know, this should be doable with Insycle which integrates with HubSpot: https://www.insycle.com/hubspot/

Best regards!