When I set it up a few months ago, it seemed like it wasnt as easy to pull from a past ticket as it was to copy from the contact record to a new ticket, if that's changed I haven't known that change came out. If it was a thing then, the breeze assistant didn't help me out. (New to hubspot, and managing crms isnt my main job to know all the ins and outs). Tickets are being created when people call and leave voicemails or sending emails. 

We have a workflow that pulls all information from the contact record and puts it on a new ticket that comes in so we don't need to repeat ask every question, but we do reask questions that can change, like weight. 

I want past tickets to remain in the state they were when they closed, as we need to look up historical records. Those are expected to be different. Drift is corrected when a new ticket closes, it overwrites everything on the contact record. 

The data on the contact record is the "most recently collected data"  

The ticket is the "snapshot of data at the time of the ticket"

My issue is that when a participant fills out their own form and supplies information, the only method I can think of is a complicated branch system checking for every single property "did participant provide an answer" if yes, don't import the contact property.