Ticket Merger

Merging Tickets in HubSpot

Two tickets at a time, one primary, and no way back. Worth knowing before you click.

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Merging two HubSpot tickets

1

Open the ticket

Go to Service > Help Desk and click the name of a ticket in any list view.

2

Actions, then Merge ticket

In table or split layout the Actions dropdown is in the top right. In board layout use the vertical dots in the upper right. Choose Merge ticket.

3

Choose the other ticket and the primary

Search for the ticket to merge with, then set the Primary radio button on the record whose property values should win.

Things that catch people out

  • Merges can't be undone. HubSpot is explicit about this across every object type.
  • You need the right permission. Merge records, or Super Admin, otherwise the option isn't there.
  • Two at a time. There is no multi-select merge, so a five-ticket pile-up is four separate merges.
  • The primary decides the properties. Pick the record whose owner, pipeline stage and custom properties you actually want to keep.

    • The duplicate underneath the duplicate

    Duplicate HubSpot tickets very often come from duplicate contacts. Two contact records for one person means their emails create two separate ticket threads that never associate with each other.

    So fix both ends: merge the contacts and let the tickets be merged automatically as they arrive.

    Frequently asked questions

    Does Ticket Merger support HubSpot yet?+

    Not yet. Ticket Merger connects to Zendesk and Freshdesk today, and HubSpot is next on the roadmap. Tell us you want it and we will let you know the moment it is ready, since we prioritise by how many people ask.

    Can I review merges before they happen?+

    Yes. Start in suggest-only mode: Ticket Merger flags the pairs it believes are duplicates and leaves the decision to an agent. Most teams run that way for a week, check the hit rate, then let the confident matches merge on their own.

    What stops it merging two tickets that are not the same?+

    Rules you set. Match on requester, subject similarity, body similarity and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything below your confidence threshold gets suggested rather than merged.

    How long does setup take?+

    About five minutes to connect, and the first scan of your open queue runs immediately after. Onboarding help is included on every plan.

    Coming to HubSpot

    Ticket Merger does this on Zendesk and Freshdesk today, and HubSpot Service Hub is in build. Register your interest and we will prioritise it.

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    Keep reading

    How to Merge Contacts in HubSpot (Step by Step)
    Merge duplicate contacts in HubSpot, choose which record survives, understand what happens to properties, activity and associations, and prevent the next duplicate.
    Can You Undo a Merge in HubSpot?
    HubSpot merges are permanent for contacts, companies, deals and tickets. Here is what to do after a wrong merge and how to protect yourself before a cleanup.
    HubSpot Duplicates: Tickets, Contacts and Companies
    Duplicate records are HubSpot most common data problem. How to merge tickets, contacts, companies and deals, and how to stop duplicates being created.