Merging a user's duplicate account

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6 Comments

  • Maxim Landau

    Hello,
    You can also try this app:
    https://www.zendesk.com/apps/support/smart-end-users-merge/

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  • New Atlas Tech Support

    Maxim Landau 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.
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  • Maxim Landau

    Hi @New Atlas Tech Support,

    Please try the following link:

    https://www.zendesk.com/apps/support/275316/smart-end-users-merge/ 

    Best Regards,

    Maxim

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  • 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 first.last@domain.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.

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  • 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.
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  • 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,
    0

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