Merging a user's duplicate account

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  • Maxim Zendesk

    You can also try this app:

  • New Atlas Tech Support

    Maxim Zendesk 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):

    Page not found
    The page you’re looking for either doesn’t exist or you don’t have access to it.
  • Maxim Zendesk

    Hi @New Atlas Tech Support,

    Please try the following link: 

    Best Regards,


  • Keith Warno

    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 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.

  • Andrew Chu

    Hi Zendesk,

    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?

    All of the merging user's requested tickets are now requested by the receiving user. CCs are treated similarly.
  • DJ Buenavista Jr.
    Zendesk Customer Care
    HI Andrew,
    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!
    Kind regards,
  • Andriana G

    Hello, is it possible to merge two *agent" duplicate accounts? Technically his role is Contributor. Thanks

  • Dwight Bussman
    Zendesk Customer Care

    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.

  • Khanh Ly

    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. 

  • Jeff C
    Zendesk Customer Care

    Hello Khanh,

    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.

  • Viktor Hristovski

    Hello all,

    we have our internal employees using Zendesk to submit various tickets as end users. Our company uses okta to sign into Zendesk and we use our company email (first.lastname)

    Recently we merged with another company and the employees are sending emails from their company email , which creates tickets for them as Issue is that if they log into Zendesk Support via okta to view their tickets, they will not see their other tickets there.


    Is there a way to automatically merge users (we have over 1000 and there are new coming ) so that if someone submits email from, it will be created under the (first.lastname) account?


    Thank you


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Viktor,
    As of the moment, there's no native way to do this. But, you may check-out Zendesk Marketplace if there are app available for it. You may also check this: Smart End-Users Merge 
    This is a third-party developed app though so I am not sure if it worked the same way as you prefer. Thank you!
  • David Tull

    After merging users, is it typical to see "Permanently deleted user" as the name for any ticket interactions on the merging user's activity?

  • Arianne Batiles
    Zendesk Customer Care

    Hi David Tull

    I'd like to take a closer look at this scenario; hence, I have sent you an email where we can continue working together. Kindly check your inbox for updates. Thanks!

  • Calvin Ratsavong

    Here's how I accomplished bulk user merges - 

    1. Start by exporting your users using the List users API endpoint. Reference on how to do this can be found here - I dumped my users into zendesk-users.json. 
    2. Use jq or some other tool to filter your file to zendesk-users-filtered.json to only include "id" and "email" as these are your only relevant fields.
    3. Merge objects to include source-domain id, destination-domain id, and destination email. I decided to add logic to my script that skips merges for IDs that have a source-domain id but not a destination-domain id - this is to overlook merging of inactivated users who have null destination-domain id.
    4. Use Python to consume the JSON/CSV file you have to iterate through each object until all users are merged. Add output handling to show you that users have been merged into [destination email] - this will also show you if you tried to merge a user that is not an end user (eg. admin, staff, etc.)

    I can post the scripts I created here if anyone wants to take a look. 


  • Hugo Sanchez

    Hi Calvin! Could you please post the scripts?? Thanks!


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