Merging a user's duplicate account Follow

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Since end-users can submit requests using different email addresses and via social media such as Twitter, it's possible that duplicate end-user accounts might be created.

The user profile allows you to enter multiple email addresses for a user and then set one as primary, which means that regardless of the email address they use to submit a request, they are properly identified and a new user account is not created.

A duplicate user account can also be created if the end-user submits a request via Twitter and their Twitter account has not been added to their user profile.

To handle multiple accounts for the same end-user, you can merge one end-user account into another end-user account. Administrator and agent user accounts cannot be merged. You can merge unverified end-users into a profile as long as they have only one or all of the following:
  • Email address
  • Twitter account
You cannot merge in to an end-user profile if the end-user has only one of the following:
  • Phone
  • Blank/not contact channels
  • Direct number

Even though an end-user profile with only a direct number appears in the drop-down menu (shown below), it is not possible to merge into it.

If you try to merge into a profile with only a direct number, you will receive the error message below.

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.

After merging accounts, any tickets created by the duplicate (now merged) account are updated with the primary user account.

Note: A merge cannot be undone, so be careful to select the correct user accounts.
To merge a user's duplicate account
  1. Click the Search icon () in the top toolbar.
  2. Enter the name of the user you want to merge in the search box and click the user's name when it appears.

    Alternatively, you can open a user's profile from one of their tickets.

  3. Click the User options menu in the upper right, then select Merge into another user.

    The Merge tool appears.
  4. Enter the user's name and all users that match what you entered are displayed. Select the correct user and then click Merge.
  5. When prompted, click Confirm and Merge to confirm the merge. If you want to cancel the merge, close the window instead.

How user data is merged

When you merge one user account into another, the tickets owned by the user account being merged become the tickets of the user that account was merged into and the data in each user profile is combined. The following table describes how user profile data is handled as a result of a merge. The user being merged is referred to as the merging user and the target of the merge is referred to as the receiving user.

User ticket and profile data Merge results
Tickets All of the merging user's requested tickets are now requested by the receiving user. CCs are treated similarly.
Phone number Receiving user's value is not affected by merge.
Direct Line Receiving user's value is not affected by merge.
Primary email Receiving user's value is not affected by merge.
Secondary email All secondary email addresses are maintained, merging user's email is added as an additional secondary email address.
Language Receiving user's value is not affected by merge.
Time Zone Receiving user's value is not affected by merge.
Organization Receiving user's value is not affected by merge, but note that tickets aren't automatically updated and may maintain old organization values.
Tags Merging user's tags are lost.
Details Merging user's details are lost.
Notes Merging user's notes are lost.
Picture Receiving user's value is not affected by merge.
Fields Receiving user's fields remain intact. Merging user's fields are lost.
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Comments

  • 0

    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?

    Edited by David
  • 0

    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!

  • 0

    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.

     

  • 0

    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.

  • 0

    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!

  • 0

    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?

     

     

  • 0

    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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