Feature Request: Ability to merge an end user into an agent

 

We would like the ability to consolidate duplicate accounts for internal staff by allowing end user profiles to be be merged into agent profiles. We (as admins) have a large number of duplicate accounts and the default functionality of not being able to merge end users into agents is slowing down our process of consolidation. 

At our Organisation, we have two email domains for each internal member of staff and some of these staff members have an end user and agent profile as a result.  By having the functionality to merge an end user profile into an agent, we can consolidate our profiles much quicker. This will result in the following improvements for us:

• By having email addresses for a user all on one profile, we can be sure that we're contacting the right profile.
• We can minimise user error when someone is trying to log into Zendesk from an email domain different to their primary one, because all email addresses for a user are tied to one profile.
• We can manage data duplication much more efficiently

This problem is a frequent occurrence for us, as we have a significant number of duplicate profiles. Our internal staff also experience issues logging in and contacting the right people. More recently, one of our agents responded to a ticket which came from their end user profile instead of their agent one, causing confusion surrounding our first-reply SLA targets. 

We're in the process of consolidating these duplicate profiles by deleting the end user profile and adding the associated data to the agent profile, but this is a tedious process and isn't very efficient.

An ideal solution could build on the existing user merge functionality on an end user's profile (via "Merge into another user"), but expanding on this by allowing an end user to be merged into a user profile.