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Data pollution when merging contacts in Sell / simplify contact merge in Sell
Posted Jan 08, 2021
When merging two contacts, the system decides which contact will be the main contact and creates new fields with a # (e.g. Name#1, E-mail#2) to merge the information together. This creates new fields on the contact form on the back-end, but these fields are also shown when creating a completely new contact. When you decide to delete the fields on the back-end, it will also delete information in it. Bottomline is it creates a lot of pollution and junk data in the system.
Solution: upon merging two contacts, show a pop up that shows both records that you are about to merge, let the user decide which one will be the main record via a checkbox and then let the user decide what data needs to be where, via e.g: drag and drop data in the right fields or copy and paste. In this way, it does not create new fields and you can immediately decide what information you want to take over and use.
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3 comments
Nick Wurm
+1 Agree! This is a major pain point for us right now as we have to go back and scrub the merged data continually and then delete the additional (custom) fields that the system auto-generated.
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Marvin Tumusiime
10000% agree with this idea. I hope Zendesk Sell can implement this.
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Shawna James
Hello everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
I wanted to note that we have received and logged this feature request for our PM team to review. At this time, I do not have an update on status for this specific feedback request but should we have more information to share about any prioritization or plans, our product team will be in touch on this thread. Please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. For others interested in seeing this feature please continue to add your support and use cases, and thank you for doing so!
If you are interested in learning more about plans for our Zendesk Suite, please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
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