HubShots Daily Tip

A new tip (or reminder) related to HubSpot every day!

HubSpot Merge Permissions

Reminder: you can control whether users have permission to merge records (eg contacts, companies, deals, tickets, etc).

Merging needs to be considered carefully, not only because it can't be reversed, but because it can trigger unexpected actions (eg workflows might trigger on a merged record - this can be controlled in workflows settings).

The main issue we've seen with merging is with Tickets. Tickets getting merged can cause confusion for users, and for customers (if they view them on a Customer portal for example). Workflows are often set up to send notifications internally when contacts reply to a ticket, and these can sometimes be disrupted (and replies missed) for merged tickets.