Merging a user's duplicate account

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49 Comments

  • Nick Dushack
    Zendesk team member

    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

    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

    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

    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

    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

    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

    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

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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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  • Brian Bromberg

    I appear to have created and verified two accounts using the same email address and slightly different usernames -- one uses two capital letters and the other is all lowercase -- now I can't figure out how to delete one or merge the two.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Brian,

    If you navigate to the duplicate users profile you can delete their profile from there. More information in the following article: Deleting Users

    Towards the top right of their profile page you'll see a drop-down selection which will have the delete option.

    Hope this points you in the right direction!

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  • Lila Kingsley

    Just a suggestion to revise the sections on organizations and fields, as I had to open a support ticket to clarify what would happen (they asked me to post this request here):

    • Organization:  the way this is written conflicts with itself by starting off "receiving user's value is not affected by merge".  ZD support clarified that orgs will merge (if multiple orgs enabled).
    • Fields:  this should say "custom fields"

     

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  • Karen Snyder

    I didn't see any answer to the question from Shane LeBlanc who asked how to find users with duplicate profiles. I was also asked this question. It doesn't look to me like there is any way to do this other than to write a tool to use Zendesk APIs to read user data, and maybe sort them by name?

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  • Bart Caerlens

    Same question as Karen Snyder and Shane LeBlanc:

    Is their a way to search for duplicate profiles? It cannot be that you need to browse through you entire profile list to manually search for possible duplicates for each profile... 

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  • Karen Snyder

    Bart Caerlens and Shane LeBlanc

    I ended up writing a bare-bones C# console application that reads in all users, finds users with more than one record with the same username, and outputs the list of duplicate users to an Excel file. You can find the application at https://github.com/kds-snyder/ZdFindDuplicateUsers. There is code in the application to handle rate limits, but I didn't run into rate limits, so I can't guarantee that part of the code works. You would probably need Visual Studio or Visual Code to run the application. If you run the application and have any problems, please let me know.

    The application took 29 minutes for a database containing 68776 users (2073 duplicated users). I know that is slow; it would probably be at least 10 minutes faster if it didn't output the progress, but when it didn't output the progress, I couldn't tell what was happening.

     

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