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Automatic sync mechanisms should not constantly create duplicate contacts and companies in Zendesk Sell



Posted Sep 13, 2024

It seems that both the “Google Contact Sync” functionality and also the Xero integration,    don't attempt any de-duplication,   so the end result is that if you have these features on you end up with a stream of duplicates and this can cause various problems and disconnects in the real world.

Let's take Google Contact Sync for example.   It will create duplicates all the time and now you have two contacts in the system with the same name and same email address.   Let's say an employee now adds the new duplicate to a current Deal instead of the older contact. 

 

The way Zendesk Sell is built it seems only one of the two contacts has the email communication history,  so a manager reviewing the deal will see (falsely) that nobody has ever emailed the main contact on this renewal, or this new opportunity.   This will result in wasted cycles until someone discovers that there is for some insane reason a duplicate contact in the system,  that zendesk sell has a bug where the dupe never ends up getting any emails attached to it,  and then if they dig further and file a support case ( 12901267 ) .  From there maybe if they're lucky a Zendesk Sell support person will tell them that the Google Contact Sync function makes no effort to deduplicate, so it will cause this problem all the time, and should be disabled. 


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Shawna James

Community Product Feedback Specialist

Hey Nick,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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