How to Merge Contact

In this article, you will learn about merging two or more contacts into a single contact. A maximum of three contacts can be selected and merged using this feature. It can be useful when a customer has used multiple email addresses or when a user from the customer’s company has resigned. To transfer all tickets and merge them into the primary account, the secondary contacts that have been merged will be permanently deleted.

Checkout this video for more details.

To merge the contacts, follow the given steps:

1. Click the Merge option on the contact profile page.

2. You can also click the Merge Contact option from the contact list page by choosing the contacts you want to merge.
3. A maximum of 4 contacts can be selected from the list page, and only 3 contacts can be merged into a primary contact at a single time.

4. The merge contact panel will be opened as shown:

5. Search for the contacts you want to merge with the contact by email or name.
6. Select the list of contacts from the search box.
7. A maximum of three secondary contacts can be merged into a primary contact.
8. Choose the primary contact from the contacts you want to merge. The primary contact is always displayed above the secondary contacts.
9. Click the Merge button.

The following actions will happen when contact is merged:

1. After the contacts are merged, all the secondary contacts will be deleted permanently.
2. All the actions performed by the secondary contacts like requested tickets, and satisfaction ratings will be transferred to the primary contact.
3. The contact groups of the secondary contacts will be migrated to the primary contact.
4. All the tags associated to the secondary contact will be associated to the primary contact, if any of them are not associated.
5. All the tickets requested, and updates posted by any of the secondary contacts will be migrated to the primary contact.
6. For the changes in the requester of the ticket on merging contact, history will not be logged for every ticket.
7. If the secondary contact is added as CC in any ticket, the primary contact will not be migrated as CC for the ticket.
8. If the secondary contact is linked to any ticket, the primary contact will not be linked to the ticket on performing merge contacts.