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A U.S. medical imaging provider migrated to HubSpot Helpdesk and discovered over 10,000 duplicate tickets within a backlog of 18,000+, making manual cleanup impossible without risking data loss. INSIDEA deployed an automated deduplication system using Koalify and custom HubSpot merge workflows to intelligently detect, tag, and consolidate duplicates. Ticket volume was reduced from 18,000 to 13,000 – a 28% decrease, while preserving every activity record. The result was a fully automated, scalable support operation with zero manual intervention required.
| Metric | Before | After |
|---|---|---|
| Total Ticket Volume | 18,000+ tickets | 13,000 tickets |
| Duplicate Tickets | 10,000+ unresolved | Fully resolved |
| Resolution Method | Manual (impractical) | 100% automated |
| Support Data Integrity | At risk | Fully preserved |
| Operational Overhead | High | Significantly reduced |
A U.S.-based medical imaging provider needed to resolve a critical ticket duplication crisis following a platform migration to HubSpot Helpdesk – without losing any historical support data or interrupting ongoing operations
After migrating from HubSpot Inbox to HubSpot Helpdesk, a U.S. medical imaging company discovered a serious operational problem: over 10,000 duplicate tickets had been created within a total backlog of more than 18,000. Each duplicate often contained unique, irreplaceable activity history – notes, communications, and status updates – making bulk deletion a non-viable option. The support team was operating under compounding confusion, with agents working across fragmented records and no reliable way to track customer interactions. A scalable, automated solution was needed urgently.
INSIDEA approached the problem with a structured, automation-first strategy designed to eliminate duplication without any risk to historical data. Rather than deleting tickets – which would have destroyed valuable support records, the team built an intelligent merge architecture using Koalify and custom HubSpot workflows. The solution was designed to be fully automated and scalable, requiring zero ongoing manual effort from the client’s team once deployed.
The automated deduplication solution delivered immediate, measurable impact. Ticket volume dropped significantly, operational clarity was restored, and the support team regained the ability to manage customer interactions efficiently – all without a single record being lost.
"The team completely transformed how we manage support tickets inside HubSpot. What was an overwhelming, unworkable backlog became a clean, structured system, and we didn't lose a single piece of data in the process. The automation they built continues to run without any manual effort from our side."
Support operations running inside HubSpot can become difficult to manage at scale, particularly after platform migrations, team expansions, or periods of rapid ticket growth. The approach used in this engagement is directly applicable to any organization facing similar helpdesk inefficiencies.
HubSpot Helpdesk does not include a native duplicate detection and merging system out of the box. When duplicate tickets are created, particularly during migrations or integrations – they must be managed through third-party apps or custom workflows. Tools like Koalify can be integrated with HubSpot to automatically detect and merge duplicate tickets, preserving all activity history without requiring manual review or deletion.
Ticket duplication during a HubSpot migration typically occurs when records from a legacy inbox system are imported without deduplication logic in place. If the same support interaction is represented in both the old and new system, or if migration scripts lack unique identifier checks, duplicate records are created automatically. The problem is compounded when each duplicate accrues additional activity history, making post-migration cleanup significantly more complex.
Yes, with the right workflow architecture in place. Rather than deleting duplicate tickets, INSIDEA uses a merge-first approach that consolidates duplicate records into a single primary ticket while retaining all associated activity, notes, and communications. This is achieved using a combination of Koalify for detection and custom HubSpot workflows for automated merging, ensuring zero data loss throughout the cleanup process.
The timeline depends on the volume of duplicates and the complexity of the detection logic required. For straightforward cases where tickets share identical names and descriptions, an automated deduplication workflow can be designed, tested, and deployed within a few weeks. Ongoing automation then handles new duplicates continuously, meaning the solution scales with future ticket volume without requiring additional manual effort.
Koalify is a third-party application that integrates directly with HubSpot to detect duplicate records across contacts, companies, deals, and tickets. It uses configurable match rules – such as identical ticket names, descriptions, or creation dates – to identify duplicates and assign them a shared Duplicate ID. This ID can then be used as a trigger in HubSpot workflows to automate merging, reporting, or any other action required to resolve the duplication at scale.
Whether you're dealing with ticket duplication, workflow inefficiencies, or a Helpdesk migration gone wrong — INSIDEA builds the automation to fix it and keep it working.
