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Question
Agents are unable to merge end-users together. Each time they try, they are met with the following error message:
You cannot merge [user] while they have an external ID.
Please close this window and try again.
Answer
External IDs are typically used by an SSO system to identify users by something other than an email address. It is because of this that end-users with external IDs can not be merged together. In order to do this, the external ID of the user being merged would have to be removed or essentially replaced with a null value.
You can use an API request similar to this to remove the external ID:
curl -u {your_email}:{password} https://{subdomain}.zendesk.com/api/v2/users/{userID}.json -H "Content-Type: application/json" -X PUT -d '{"user": {"external_id":""}}'
Once removed, agents should be able to merge the user identities.
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