Duplicate tickets can be a significant challenge. These redundant tickets not only clutter the system but more critically, they impede the efficiency of support teams, leading to slower response times and ultimately, a decline in customer satisfaction.
Duplicate tickets can come from multiple sources. Often, they are the result of customers submitting numerous forms or sending multiple emails about the same issue. Duplicates are further created and complicated by integrations with other support software, manual entries by sales reps, or the importing of data from various sources. Each of these avenues, among others, contributes to the abundance of duplicate tickets, leading to an overstated volume of customer queries and a tangled web of support requests.
The consequences of unaddressed duplicate tickets are far-reaching. They distort crucial customer service metrics, skew response times, and lead to an inefficient allocation of support staff resources. More importantly, customers often find themselves frustrated by receiving repetitive or conflicting responses, which can damage the perceived reliability and professionalism of the support service.
In customer support, the presence of duplicate tickets in CRM systems like HubSpot can have a domino effect on various aspects of business operations. These duplicates, often underestimated and seen as a mere nuisance, can actually lead to significant challenges, impacting not only the efficiency of support teams but also the overall customer experience.
One of the most immediate impacts of duplicate tickets is the distortion of customer service metrics. These metrics are vital for evaluating the performance and efficiency of support teams.
When duplicates are present, metrics such as average response time and ticket resolution time become inaccurate, painting a misleading picture of the team's effectiveness. This can lead to misguided strategies and decisions, potentially harming the team's ability to meet service level agreements and customer expectations.
Duplicate tickets also contribute to an uneven distribution of workload among support staff. Team members may unknowingly work on multiple instances of the same issue, leading to redundancy in efforts and a waste of valuable resources. This not only decreases productivity but also can cause frustration among staff, as their time and effort are not being utilized effectively.
An inflated number of tickets due to duplicates can create an illusion of a higher workload and a larger backlog than actually exists. This can have several repercussions, including unnecessary hiring, incorrect assessment of resource requirements, and a perceived lack of performance by the support team. In reality, the team might be performing efficiently, but the duplicate tickets skew the actual scenario.
From a customer's perspective, duplicate tickets can lead to receiving repetitive or even conflicting responses, hurting customer experience. When customers are contacted multiple times for the same issue or receive different information from various team members, it reflects poorly on the company’s organizational capabilities and its commitment to customer service.
The impact of duplicate tickets in a CRM system extends far beyond mere data clutter. It affects crucial operational metrics, staff efficiency, resource allocation, and most importantly, customer satisfaction. Addressing this issue is not just about cleaning up data; it's about enhancing the overall effectiveness and reputation of the customer support function.
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Learn more about HubSpot deduplication: |
Managing and merging duplicate tickets in HubSpot is an essential process for maintaining an organized and efficient customer support system. HubSpot provides a built-in feature to merge records, which can be instrumental in reducing clutter and ensuring accurate tracking of customer issues.
HubSpot tickets can be merged, but the process is completely manual. You have to manually select the tickets that you would like to merge, and HubSpot does not automatically detect duplicate and merge duplicate tickets in the same way that it does for contacts and companies.
Here's a step-by-step guide on how to effectively merge tickets in HubSpot:
First, navigate to Service > Tickets. There, you can select the primary ticket that you would like to merge by clicking the ticket name.
Once the ticket record is loaded, you can then go to Actions > Merge to begin the merging process.
Once you’re on the merge page, then you must select the secondary record that you would like to merge with the original primary record you selected. You can search for the ticket by name, but this could prove difficult if all of your tickets have similar names.
With both the primary and secondary records selected, you can then click the Merge button to merge HubSpot tickets.
Once you merge HubSpot tickets, the following happens:
This merging process in HubSpot is effective for handling duplicates on a case-by-case basis. However, it can be time-consuming if there are a large number of duplicates to be merged. Additionally, finding the right HubSpot tickets to merge can be difficult if your tickets do not have descriptive names.
For businesses dealing with high volumes of customer support tickets, a more robust and automated solution like Insycle can significantly streamline the deduplication process.
While HubSpot's native tools for merging tickets are helpful, Insycle delivers a comprehensive solution, addressing the complexities of volume HubSpot ticket deduplication.
Insycle is designed to simplify and automate the deduplication process, making it a vital tool for businesses looking to optimize their CRM system.
Here's how Insycle transforms the ticket deduplication process in HubSpot:
Default ticket names in HubSpot are often too generic or similar, so it can be difficult for team members to understand the nature of the issue at a glance, cause confusing situations, make it difficult to search for tickets, and cause difficulties prioritizing.
Additionally, as you merge HubSpot tickets, having non-descriptive ticket names makes it more difficult to analyze existing tickets and merge them without error. With Insycle, you can easily bulk update HubSpot ticket names, using any field in your database within the ticket name, so that they are easier to search for and provide more information to your support team at a glance, while making it easier to identify and merge HubSpot tickets.
For example, you could use the Associated Company, Created By, Created Date, and Number of Times Contacted fields to create highly descriptive titles that make potential duplicates more obvious when you merge HubSpot tickets.
The resulting ticket names would look like this:
Pricing Question / Microsoft Inc. / David Jones / 2-8-2024 / 3
With the naming issue fixed, merging HubSpot tickets is much simpler.
Insycle’s Merge Duplicates module allows you to merge tickets in bulk with maximum flexibility. Instead of manually merging tickets one by one, Insycle allows users to consolidate multiple duplicates at once, using any field within HubSpot as a potential matching field. This bulk processing saves significant time and effort, enhancing productivity.
Insycle elevates the ticket merging process with its advanced matching capabilities. It offers features like similar matching and partial field matches. These sophisticated matching options enable users to identify more duplicate tickets automatically, even in cases where the similarities are not immediately apparent, ensuring a more thorough and reliable deduplication process.
With Insycle, users gain complete control over which data is retained during the merging process. This control extends to selecting the master record – the ticket that will remain after the merge.
You can also set rules for retaining data when merging HubSpot tickets down to the field level. For example, you could set a rule that the ticket with the most recent updates will have its owner kept during the merge.
Insycle also provides the ability to preview merges before they are finalized. This allows you to see exactly how the merged ticket will look, providing an opportunity to make any necessary adjustments before committing to the merge.
With Insycle, you can ensure that you are identify duplicate tickets and merging them automatically.
You can do this on a set schedule.
Or you could inject Insycle Recipes directly into your HubSpot Workflows, ensuring that duplicate HubSpot tickets are identified and merged immediately after the ticket is created and before your support reps begin working the ticket.
Insycle is comprehensive solution for tackling the challenge of duplicate tickets in HubSpot. Its advanced features and user-friendly interface make it an indispensable tool for businesses seeking to optimize their CRM operations.
But Insycle is much more than just a deduplciation tool. For businesses looking to elevate their HubSpot experience and ensure the highest quality of CRM data management, exploring Insycle’s functionalities is a step towards achieving streamlined, effective, and customer-centric operations.
Want to learn more about how Insycle can help you identify and fix data problems, and optimize your HubSpot CRM usage?