If you notice duplicate tickets created in HubSpot for the same call, reviewing the association history helps determine whether the ticket was created by the Aircall and HubSpot integration or by another HubSpot process.

This article explains how to identify the source of a duplicate ticket and what to do next.

How to check the association history

To investigate why a duplicate ticket was created, review the call association on the ticket.

Steps:

  1. In HubSpot, open the ticket that was created as a duplicate.

  2. Click Actions and select View association history.

  1. On the Association history page, locate the Select an object dropdown and choose Call.

This view shows all call association events linked to the ticket.

Identify the source of the call association

Review the Source column for the call association.

  • Updated via API
    The ticket may have been created by the Aircall integration.

  • Any other source
    The ticket was not created by Aircall and originated from another HubSpot feature or automation.

Note: All ticket associations created by the Aircall and HubSpot integration are labeled as "Updated via API".

Next steps if the source is Updated via API

If the source is Updated via API, review your Aircall and HubSpot integration configuration.

Important: Duplicate tickets can occur if the same phone numbers are configured across multiple integrations or overlapping settings.

Check in particular:

  • That the same numbers are not listed in multiple Aircall integrations connected to HubSpot.

  • That your ticket creation and association rules are configured as intended.

Summary

Reviewing the association history of a duplicate ticket allows you to quickly identify whether Aircall created the ticket or if it originated elsewhere in HubSpot. If the source is Updated via API, review your integration setup. If not, the duplicate ticket was created outside of Aircall.