Merging a user's duplicate account

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33 Comments

  • David

    We have a web service with accounts. We have a user who used our form and asked that we delete her account within our product. While we were processing her request, she contacted us a second time but typo'ed and this time added an extra L to her email address.

    Consequently, we have two users in our database, jane@hotmail.com and jane@hotmaill.com (with the two L). Neither of these accounts are verified. Because she initially wanted to delete her account, we don't want to send her a verification request after the fact, much less two.

    What we'd really like to do is merge both tickets and both accounts into one ticket and one account so we can state with authority that we did delete her account as requested.

    Are we basically screwed?

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  • Jessie - Community Manager

    Hi David! Sorry for the delayed response.

    You can manually verify the user's email from within the user profile. Just click the little down arrow next to the customer's email address.

    Please let me know if you have any other questions!

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  • Steve Edberg

    There's a note:

    Note: If your account uses single sign-on and handles user authentication with JWT or SAML, you can merge users only if there's no external ID associated with a user.

    Does that mean there can be no external id associated with either user, or the user being merged, or the user being merged into?

    I have users who are chaning their primary email address, and less often the external_id, and I need to automate merging accounts.

     

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  • Zac

    This documentation requires at least one update:

    Phone number Receiving user's value is not affected by merge.

    This statement is no longer applicable. When merging accounts, if the merging user has a phone number, and the receiving user has a different phone number:

    • Both phone numbers will be saved on the receiving user.

    I have observed this behavior consistently. I have also observed exceptions, where the merging user's phone number was not saved to the receiving user's, but was not able to isolate the behavior.

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  • Brad Ladwig

    Hi Zac!  Thanks for pointing this out.  I'm going to have our documentation team take a look at this and get it updated.  It makes sense that since the multiple phone numbers feature update that this behavior would be expected.  Again, thanks for pointing this out!

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  • Will Foley

    What happens if you both offer Phone and Email support and you have the following scenarios?

    Scenario 1

    End User Calls into support for the first time and doesn't have a phone number on record, just email. 

    Will a new End User be created? How do I associate that caller to the existing End User?

     

    Scenario 2

    End User emails into support for the first time and doesn't have an email address associated with their End User profile but does have a phone number. 

    Will a new End User be created? How do I associate that caller to the existing End User?

     

     

    1
  • Jessie - Community Manager

    Hi Will!

    In both your scenarios, a new user profile will be created in Zendesk, but you can merge those two profiles together. A good way to ensure that duplicate profiles aren't floating around is to have your agents ask the new customer for additional contact information to fill their profile out as completely as possible.

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  • Leslie Mendonca

    Hi,

    Two questions,

    1. Is there a way to bulk merge users using the core API across the database if they have the same email address?

    2. Is it possible to bulk merge organizations having the same domain. 

    I really need the ability to do either one of the above. We have massive amount of duplicate Organizations due to the fact that we had provisioning accounts pushed from salesforce.

    We are moving away from that structure to a one customer account model in salesforce and need the same reflected in zendesk as well. 

     

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  • Madison Davis

    Hi Leslie! It's definitely possible to use the API to merge users - see the Merge Users call. It's unfortunately not possible to merge organizations, but you could perform a bulk organization update using the bulk update tool, or use the Update Many Organizations endpoint. Let us know if you run into any difficulties with that! 

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  • Eckhard Doll

    Hello Jessie, you wrote "in both your scenarios, a new user profile will be created in Zendesk, but you can merge those two profiles together." in your answer to Will.
    But according to the article, you cannot merge users that only have 

    • Phone
    • Blank/not contact channels
    • Direct number


    The scenario Will described is what we are facing here as well. I want to merge "call" customers into existing "email" customer profiles. Why the limitation?

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  • Jon Daniels

    Hey Eckhard! Thank you for your patience!

    In the article, it only states you can't merge into a user with only a direct number.
    The scenario you state (merging a direct line user into a user with just an email) should provide you with no issues, and is something we do every day here.

    Let us know if you run into any trouble with this!

    1
  • Shane LeBlanc

    Hi, 

    Is there a way to search for duplicate accounts? We would like to merge any duplicate end users that we have. 

    0
  • Jessie - Community Manager

    Welcome to the Community, Shane!

    The user profile doesn't have any attribute that denotes a duplicate, so the only way you'd be able to do this would be by searching by user name. This can get tricky, since it's possible to have two users with the same name who aren't the same person.

    What channels are you using that are bringing in potential duplicates?

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  • Erin Slovitt

    Hi, 

    Is it possible to un-merge 2 end-users who have been merged in error? 

    0
  • Jon Daniels

    Hey Erin! It is not possible to un-merge users, you will want to create a new user with the information that you remove from the user that was merged into, and re-create any tickets requested by them, if needed.

     

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  • Lisa S

    Hey Jessie,

    I would also like to learn more about searching duplicate users and bulk merging, if possible.

    We have multiple email and social media channels.

    Thanks,

    Lisa 

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  • Jessie - Community Manager

    Hi Lisa!

    There isn't a function to bulk merge users built in to Zendesk. You would need to use the API to do this. You can find that documentation here

    1
  • Elise Kristoffersen

    Is it possible to remove one of the email addresses after merging two end-users? 

    (One of the end-users should never have existed. Therefore, I want to merge all tickets for the two end-users and delete the wrong email address).

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  • Pedro

    Hi, what about end users who only possess a Facebook ID, into a user with an email address (or Twitter account)? Is it possible to merge?

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  • Jessie - Community Manager

    Hi Elise! Welcome to the Community!

    You can definitely do this! Go to that user's profile and make sure that the correct email address is set as their primary email. If it's not, click on the correct one and select Make primary contact from the dropdown.

    Once that's done, click on the email that you want to remove from their profile and select Remove. Here's a screenshot for you:

    Let us know if you need anything else!

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  • Nish

    I successfully merged an account into another; I can see the merging user's tickets listed under the receiving user's. However, the receiving user's request list (via the iOS SDK) doesn't show the newly merged tickets. Does the merge take a little while to propagate to devices? Or do merges only show via the admin interface? 

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  • Jon Daniels

    Hi Nish!

    Any time there is a user merge, both user's historical tickets are listed under the remaining user, so it sounds like there may be a caching issue in your case.

    If you still aren't seeing the full ticket history, please drop us a line at support@zendesk.com, we will be happy to look into this with you!

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  • Nish

    Hi Jon — Thanks for the quick response! Yeah, I'm still not seeing the historical tickets listed under the receiving user. I went ahead and shot support@ an email as you recommended. 

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  • Wolf Hilbl

    Hello,

    i have a question about the way Zendesk behaves when you switch from accounts in Zendesk to SSO,
    will users that have basicaly the same main e-mail address be merged automatically or will Zendesk create a second account. And if the later one happens, how can we distinguish between both of them?

    Kind regards

    Wolf

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  • J.Michael Wagner

    Hey Wolf,

    If the user's have a consistent email address from your SSO directory -> Zendesk, it will attribute any additional information to that specific user. SSO will only create a new user if the email does not exist currently within Zendesk. We treat the email as a unique identifier for each user in your account. If you have additional questions, we can certainly bring this into a ticket as well!

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  • Christo de Klerk

    I have an agent that is unable to merge end user accounts. The dropdown (pictured) that I have next to "New Ticket" when viewing a user does not appear for this agent. Is there a setting to grant access to this feature for agents?

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  • Nicole - Community Manager

    Hey Christo - 

    This functionality should be open to all Agents out of the box. That being said, if you've put any custom roles in place, that may have shifted the functionality and you may need to add it. Do you know if you have any custom roles active? 

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  • Christo de Klerk

    Hi Nicole,

    I have the Support Professional subscription, so I don't think I have custom roles in place. Maybe I had custom roles during the trial period and made a setting change of consequence. If so, could I have the feature to merge users reactivated for all agents.

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  • Jessie - Community Manager

    Hey Christo!

    This is something that's probably going to be best handled in a ticket with our support team. I'll get a ticket opened up for you; you'll see an email from me shortly!

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  • Socorro Fernandez

    Is there any way to see which profiles have had any sort of merge? More from an audit standpoint.

    Merging profiles does not come up on the audit log and it would be great to see which agent performed the merge and what accounts.

    Thank you

    1

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