Question
Why are new profiles created for existing Zendesk users contacting through social media channels?
Answer
This happens because social media ticket requests are not identified using the same contact details in the current end-user profile. Zendesk users are identified by their email, phone number, or external ID. In addition, when you set up multiple facebook pages, each page will have a separate user identity even if the user is the same facebook profile.
For channels such as WhatsApp, Facebook Messenger, Slack DM, X DM, Instagram Direct, and others, the user is not identified using the above-mentioned details, and as a result, a second profile is created in Zendesk.
You can merge the new profile with the end-user's current profile, so any new interactions or support requests from the same social media channel will be linked to the correct end-user profile in Zendesk.
For more information, see this article: Merging a user's duplicate account.
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