28% Ticket Volume Reduced

TL;DR

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.

Measurable Results

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.

Who Can Benefit

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.

Frequently Asked Questions

How does HubSpot Helpdesk handle duplicate tickets?

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.

What causes ticket duplication when migrating to HubSpot Helpdesk?

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.

Can duplicate HubSpot tickets be merged without losing data?

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.

How long does it take to resolve a large-scale ticket duplication issue in HubSpot?

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.