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Duplicate-ticket flag for repeat tickets from the same contact within a time 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
OutcomeA ticket that is really the same issue as one the same contact just opened gets flagged and linked at intake, so reps stop working two threads for one problem.
Workflow maptickets-sla-049
Ticket created leads to Custom code: search recent tickets from same contact. Custom code: search recent tickets from same contact leads to Likely duplicate found within 48h?. Likely duplicate found within 48h? leads to yes: Set duplicate_ticket_flag, link ID, notify owner, add to review list; no: No action. yes no Ticket created Custom code: search recent tickets from same contact Likely duplicate found within 48h? Set duplicate_ticket_flag, link ID, notify owner, add to review list No action
Ticket created leads to Custom code: search recent tickets from same contact. Custom code: search recent tickets from same contact leads to Likely duplicate found within 48h?. Likely duplicate found within 48h? leads to yes: Set duplicate_ticket_flag, link ID, notify owner, add to review list; no: No action. yes no Ticket created Custom code: search recent tickets from same contact Likely duplicate found within 48h? Set duplicate_ticket_flag, link ID, notify owner, add to review list No action

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 contacts sometimes submit a second ticket for the same issue shortly after the first, through a different channel (an email reply that creates a new thread instead of a response, plus a form submission), fragmenting one problem across two records.
  • Use it when volume is high enough that a rep cannot reasonably eyeball "has this contact already opened something like this recently" without help.
Read more on when to use itShow less

Skip it

  • Do not use it as an auto-merge or auto-close; this fiche only flags and links, a human still decides whether to actually close the duplicate and consolidate work, since two tickets that look similar by subject line are not always the same issue.
  • Do not use it if your ticket volume per contact is naturally low; the custom code adds a real execution cost for a pattern that may occur rarely enough to just catch by eye.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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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