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Duplicate ticket detection (same contact, same subject, short window)

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Data Hub Professional.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeTickets that look like a repeat submission from the same contact on the same topic within a short window are flagged for a merge decision, instead of splitting one issue across two open tickets worked by two agents.
Workflow mapdata-quality-019
Ticket created leads to Custom code: find same-contact tickets in the last 48h. Custom code: find same-contact tickets in the last 48h leads to Subject overlap above threshold?. Subject overlap above threshold? leads to yes: Flag Possible duplicate, store match ID; no: Leave as Not checked. Flag Possible duplicate, store match ID leads to Add to review list + create task. yes no Ticket created Custom code: find same-contact tickets in the last 48h Subject overlap above threshold? Flag Possible duplicate, store match ID Leave as Not checked Add to review list + create task
Ticket created leads to Custom code: find same-contact tickets in the last 48h. Custom code: find same-contact tickets in the last 48h leads to Subject overlap above threshold?. Subject overlap above threshold? leads to yes: Flag Possible duplicate, store match ID; no: Leave as Not checked. Flag Possible duplicate, store match ID leads to Add to review list + create task. yes no Ticket created Custom code: find same-contact tickets in the last 48h Subject overlap above threshold? Flag Possible duplicate, store match ID Leave as Not checked Add to review list + create task

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when a contact resubmits a form, replies to an old email as a new thread, or double-submits a chat message, creating a near-identical second ticket within minutes or hours of the first.
  • Use it as a fast check at creation, alongside your native duplicate management options where available for tickets (check in your portal: whether ticket objects support the same native duplicate management tooling as contacts and companies in your portal).
Read more on when to use itShow less

Skip it

  • Do not use it expecting an automatic merge or closure. It flags a candidate pair for a human agent to decide.
  • Do not use it for tickets on genuinely different subjects from the same contact close together; the subject-similarity check should keep those out, but review the match threshold if false positives pile up.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 7 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 3 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV, code

The properties JSON creates the fields in one call. The workflow JSON documents the build. The custom coded action ships as a ready-to-paste .js file.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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