Since end-users can submit requests using different email addresses and via social media such as Twitter, it's possible that duplicate end-user accounts might be created.
The user profile allows you to enter multiple email addresses for a user and then set one as primary, which means that regardless of the email address they use to submit a request, they are properly identified and a new user account is not created.
A duplicate user account can also be created if the end-user submits a request via Twitter and their Twitter account has not been added to their user profile.
- Email address
- Twitter account
After merging accounts, any tickets created by the duplicate (now merged) account are updated with the primary user account.
- Click the Search icon () in the top toolbar.
- Enter the name of the user you want to merge in the search box and click the user's name when it appears.
Alternatively, you can open a user's profile from one of their tickets.
- Click the User options menu in the upper right, then select Merge into another user.
The Merge tool appears.
- Enter the user's name and all users that match what you entered are displayed. Select the correct user and then click Merge.
- When prompted, click Confirm and Merge to confirm the merge. If you want to cancel the merge, close the window instead.
How user data is merged
When you merge one user account into another, the tickets owned by the user account being merged become the tickets of the user that account was merged into and the data in each user profile is combined. The following table describes how user profile data is handled as a result of a merge. The user being merged is referred to as the merging user and the target of the merge is referred to as the receiving user. In general, the merging user will lose all data, except for tickets and email identities.
|User ticket and profile data||Merge results|
|Tickets||All of the merging user's requested tickets are now requested by the receiving user. CCs are treated similarly.|
|Phone number||Merging user's number is added as a second number in the receiving user's profile|
|Direct Line||Receiving user's value is not affected by merge.|
|Primary email||Receiving user's value is not affected by merge.|
|Secondary email||All secondary email addresses are maintained, merging user's email is added as an additional secondary email address.|
|Language||Receiving user's value is not affected by merge.|
|Time Zone||Receiving user's value is not affected by merge.|
|Organization||Receiving user's value is not affected by merge. If multiple organizations are enabled in the receiving account, all organizations will be merged. If multiple organizations are not enabled and there is no original organization only one will be merged. Tickets aren't automatically updated and may maintain old organization values.|
|Tags||Merging user's tags are lost.|
|Details||Merging user's details are lost.|
|Notes||Merging user's notes are lost.|
|Picture||Receiving user's value is not affected by merge.|
|User fields||Receiving user's fields remain intact. Merging user's fields are lost.|
|External IDs||Merging user's external IDs are lost.|
|Help Center contributions||Votes, subscriptions, community posts, and comments on articles and posts in Help Center still exist and are visible, but they are lost (they don't become associated with the target user).|
You can also try this app:
Maxim smart-end-users-merge looks great, but attempting to install it leads me to the following under Apps & Integrations (I can't leave feedback there, as I can't install it):
Hi @New Atlas Tech Support,
Please try the following link:
I tried to merge a user today using the standard merge functionality described here. The user has two ZenDesk userIDs with different email addresses on each and tickets attached to both. It's the same underlying human being of course. When attempting to merge, the suggested target "winners" for the merge both have their email addresses cut off with ellipses at the end. The users profile icons and names are the same on both accounts and even the email addresses are mostly identically except for the end of the domain name. In short, because the email address is cut off I can't tell which is which. I'm using current Chrome on macOS Catalina with default font size on a 2560x1440 display so I'm not quite sure why his 29-character email address is being truncated in the suggestions. It's corporate standard email@example.com format. This UI could use a little tweak to be useful. For now I have to search for the user again in the merge dialog. Thanks.
Regarding the below answer for impacts on tickets, can you please clarify if this will apply to the historical/closed tickets of the merging user or not?
We came across a situation where only the active tickets (non-closed) are being moved, and not the closed tickets. Could you explain why?
Thank you for reaching out to Zendesk Support.
In regards to your question, once a ticket has been closed it cannot be edited/modified in any way. Only follow-ups can be created from closed tickets. Ticket properties on closed tickets cannot be changed, furthermore, business rules such as triggers and automations do not act on closed tickets at all.
For more information about this, you can check our article About the inborn system ticket rules.
Thank you and have a wonderful day ahead!
Hello, is it possible to merge two *agent" duplicate accounts? Technically his role is Contributor. Thanks
heyO Andriana G
For security reasons, merge is restricted to end-users. In the article above you'll see "Administrator and agent user accounts cannot be merged." As such, you'd need to make those users end-users in order to merge them.
Alternately, if what you're looking to do is get the email address from one user added as a secondary address on another, you could edit the email on the first user to something else, thereby releasing the old address which could then be added to the first user.
Is it possible to merge users in bulk? or through a process that can address multiple users? We have a lot of contacts created through talk tickets that are missing emails, but some of them have email contacts already. Merging them 1 by 1 seems inefficient, and I'm hoping there is a better way.
There isn't a bulk merge user option via the UI or via any API endpoints. The only way I can think to achieve merging users in an efficient and fast way is to script the Merge End users endpoint so it runs continuously until all merges have been done.
We do not have samples though as this is considered custom code and would suggest seeking assistance with someone familiar in scripting.
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