Merging a user's duplicate account

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43 Comments

  • Nick Dushack
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    Hi Socorro,

     

    I am going to pull your inquiry into a ticket since this may require looking at your account specifically. Keep an eye out for my reply in your email!

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  • Elizabeth Belew
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    Hi, 

     I merged a customer's 3 ids and he says that his password  for the remaining id no longer works.    Is this expected, or a bug, or did he really just forget what it was?

    Thanks,  Elizabeth

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  • Brian Murphey
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    Hello,

     

    How are merges in Salesforce synced with ZD? When I merge two duplicate contacts in SF, it appears that there are still two duplicate users in ZD due to our ongoing sync. Is there a recommended way to make sure SF merging also updates ZD?

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  • Dwight Bussman
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    Hey Elizabeth - merging shouldn't have any impact on a user's password - the password for whatever user was the TARGET of the merge action should still be valid.

     

    Hi Brian - unfortunately, if Contacts are merged within SFDC, our integration doesn't yet push that merge event over to Zendesk. Which Zendesk Support User ID is referenced in the "winner" of that merge would be the contact in Zendesk that would be updated going forward. That's an interesting feature request, though!

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  • Brian Murphey
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    Hi @Dwight--so does that mean that we need to merge users in ZD before merging in SF? When ZD users are merged, do they retain both ZD Support User IDs?

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  • Dwight Bussman
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    Hi @Brian - When Zendesk users are merged, the target user (the one being merged into) is the User-id that'll be active going forward on the Zendesk side. On the salesforce side, the Zendesk Support User ID within the Master Record will be the one used going forward. In case that user ID no longer exists in Zendesk (i.e. was already merged in opposite way), I would recommend manually deleting that value. When no value is present, the Contact sync would use the Auto-match criteria to try to locate the appropriate user in Zendesk. This is done based solely on email address by default, but could also include additional auto-match criteria if desired.

    Please let me know if this helps to clarify things. We'd also be happy to discuss this within a ticket/screen-share if that'd be more convenient.

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  • Mario Santamaria
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    Hello,

    We're merging two users and everything is going fine as in tickets are being merged correctly, but the CC's are not being passed on from the secondary email to the primary email and the documentation says it should.

    Any idea on what's happening?

    Thanks,

    Mario

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  • Heather McCarten
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    If you have a user who has two accounts one with a typo in the email address, and they both have an external ID, it won't let you merge the accounts. How do I fix this?

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  • Devan - Community Manager
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    Hello Heather,

    So assuming that these are both users and not agents this should be possible to do. I've gone ahead and linked our guide that breaks down this process but if you end up running into more trouble then lets us know. A breakdown of the steps you've taken to attempt so we can better troubleshoot this for you.

    Merging a User's Duplicate Account

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  • Marco van Hellenberg Hubar
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    Hi,

    Is there a way to restrict agents from merging accounts? Or even better, is there a way to restrict having multiple email addresses linked to one customer?

    Thanks, Marco

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  • Brett - Community Manager
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    Hey Marco,

    If you're on Support Enterprise, you can restrict the agent role so they only have Read-only access to user profiles. This should prevent them from making edits to user profiles including merging.

    You can find this option under Admin>Manage>People>Roles and select edit next to the agent's role.

    Hope this helps!

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  • Marco van Hellenberg Hubar
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    Hi Brett,

    We are on support professional plan, any options there to restrict agents from merging accounts?

    Thanks, Marco

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  • Brett - Community Manager
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    Hey Marco,

    I did some digging on my end and it doesn't look like this is available on the Professional plan. You'd need to upgrade your plan level to have this access.

    Cheers!

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