How to Merge Contacts

The merge feature in useful in scenarios where a customer has used multiple email addresses to create tickets or when a user from the customer’s company has resigned and his or her tickets needs to be reassigned. 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. Go to Contact module > Contacts to open the contacts list page.
2. Choose Verified Contacts view.
3. Identify and click more options next to the primary contact you want to merge.
4. Click the Merge Contact option.
5. On the merge contact panel, search for the contacts you want to be merged by Name or Email ID.
6. Choose the primary contact from the contacts you want to merge. The primary contact is always displayed above the secondary contacts.
7. Click the Merge button.

The following things will happen while merging contacts:

1. All the secondary contacts will be deleted permanently.
2. All the actions performed by the secondary contacts like requested tickets, tickets updates 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 migrated to the primary contact, if any of them are not associated.
5. For the changes in the requester of the ticket on merging contact, history will not be logged for every ticket.
6. If the secondary contact is added as CC in any ticket, the primary contact will not be migrated as CC for the ticket.
7. If the secondary contact is linked to any ticket, the primary contact will not be linked to that ticket.