I've been following this for two years. So, I figured I'd leave a comment this time instead of just a vote up!

We're a B2B software business. So, we identify our customers as Organizations. Each account might have multiple employees, and we consider each of those a User.

We create Organizations in Zendesk by exporting our account data and uploading it into Zendesk. We have thousands of accounts, so we really need to be able to upload these in bulk. Sometimes our customers will change their company name, which then results in a *new* Organization in Zendesk.

When this happens, we then have two separate ticket histories for the customer. It also makes it difficult for our agents to assign new Users to the correct Organization when we have multiple records for the same account.

I have to imagine that many other Zendesk customers are also B2B, and given the numerous posts here, it seems quite evident. I'm hopeful that Zendesk can now divert some more resources to improving these business tools, now that they've completed their re-branding work.

We really love working with Zendesk with all of their beta testing and market research. Zendesk Product Managers - please reach out to us if you'd like more details about our workflow and the impact of not being able to merge organizations!