Ticket Merger

HubSpot Merge Tickets: What to Know First

HubSpot merge tickets two at a time, one primary, and there's no way back. Worth knowing before you click.

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HubSpot merge tickets, step by step

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.

FAQ

Frequently asked questions

How does HubSpot merge tickets?

Open the ticket you want to keep, choose Actions then Merge, and pick the duplicate. The primary keeps its own property values, and the secondary's associations and activity move across. It is permanent.

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?

No. Once a pair matches your rules, Ticket Merger merges it. What you control is what qualifies: requester, the subject keywords you list, the time window, and the groups, forms or tags you exclude. To see how it behaves before it touches everything, point it at one group first and widen from there. Every merge leaves a note on the thread saying what was merged and why.

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

Rules you set. Match on requester, subject keywords, status, priority, category or group, and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything that does not clear those rules is left alone.

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)
How to merge contacts in HubSpot: choosing which record survives, what happens to properties, activity and associations, and how to prevent the next duplicate.
HubSpot Undo Merge: Can You Reverse It?
HubSpot undo merge is not a thing: merges are permanent for contacts, companies, deals and tickets. What to do after a wrong merge, and how to protect yourself.
HubSpot Duplicates: Tickets, Contacts and Companies
HubSpot duplicates are its most common data problem. How to merge duplicate tickets, contacts, companies and deals, and how to stop them being created.