External ID is an optional user field that cannot be set, updated, or removed in a user's profile in the agent interface. The easiest way to alter this field is through a bulk user import.

Conditions

SSO usually sets external IDs, but you can also set, update, or remove them using the API and user imports. You cannot merge users who have external IDs. Authentication conflicts may occur if a user's external ID and email do not match. In both situations, you need to remove or edit the user's external ID before you can continue. The simplest way to do this is to use the bulk user import tool.

Steps to follow

  1. In Google Sheets or a comparable program, create a spreadsheet with three columns titled name, email, and external_id. This must be typed out exactly as written
  2. For each user that you want to edit, enter their name and email address as it is currently listed in their user profile
  3. If you want to remove that user's external ID, leave the third column blank. If you want to edit their external ID, enter the correct external ID in the third column
  4. Click File > Download as > Comma-separated values
  5. In the agent interface, open the Customers page. In the right sidebar, select Bulk user import.
  6. Under Select CSV file, select the file you just created
  7. Make sure the Update existing users and Include external IDs in import results file option is enabled
  8. Click Import

For more information on bulk updating users, see the article: How can I bulk update users?

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