Merging a user's duplicate account

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50 Comments

  • Socorro Fernandez
    Community Moderator

    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

    2
  • 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
  • Jon Daniels
    Zendesk Customer Advocate

    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
  • Jessie Schutz
    Zendesk team member

    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
  • 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!

    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).

    0
  • 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.

     

    0
  • 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. 

     

    0
  • Lisa S

    Morning,
    Love Socorro's idea!
    In fact, how about a section per profile which details this information plus the date and actor of suspensions, language assignment etc?
    Thanks,
    Lisa 

    0
  • Madison Davis
    Zendesk Community Team

    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! 

    0
  • 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... 

    0
  • Jon Daniels
    Zendesk Customer Advocate

    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.

     

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Nicole S.
    Zendesk Community Team

    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? 

    0
  • Jessie Schutz
    Zendesk team member

    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?

    0
  • 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?

    0
  • 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?

    0
  • 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.

    0
  • 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.

     

    0
  • Brett Bowser
    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!

    0
  • 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
  • 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

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • 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? 

    0
  • 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.

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • 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

    0
  • Brett Bowser
    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!

    0
  • 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?

    0
  • 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?

    0

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