I am really looking for best practices or guidance here. We are an internal help desk and I manually upload end users via CSV each week (or so). End User John Smith (firstname.lastname@example.org) has a user profile and some tickets. If John is terminated, what to do with his profile? In 6 months, I may have a Jim Smith (email also email@example.com) start working here and I don't want Jim to assume John's old profile and ticket history. I don't want to lose John's history either.
What I have been doing in my upload is adding the tag "termed" to each user as well as adding an email (firstname.lastname@example.org) so that it is unique to them. Then in zendesk, manually make the empID email primary and remove the jsmith email. It is tedious and I also have no way of knowing how many termed users I have done this with and who is left to do. I am looking for a more automated way.
I played around with the API update_many and it just adds the empID email along side of the jsmith email and the user ends up with 2 emails. The upload does the same thing. I cannot seem to replace the primary email with a new one in one go.
Example used in the update_many: