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.

Frequently Asked Questions

1. What is the “Merge Contacts” feature used for?
   The Merge Contacts feature is useful when:

   • A customer has created tickets using multiple email addresses, and you want all their ticket history under one primary contact.
   • A user has resigned, and their tickets need to be reassigned to another contact.
     When contacts are merged, ticket ownership and contact-related activity are consolidated into the primary contact.

2. What happens to the secondary contact after merging?
   When you merge contacts:

   • The secondary contact is permanently deleted.
   • The secondary contact’s ticket activity (requested tickets, ticket updates, satisfaction ratings), contact groups, and tags are transferred to the primary contact.
     The merge action is not a “linking” of contacts. The secondary contact record is removed from the system after the merge.

3. Are there any merge limits for contacts or timing considerations?
   Yes. BoldDesk applies the following limits and behaviors:

   • You can select a maximum of 4 contacts from the list page at a time.
   • You can merge up to 3 secondary contacts into 1 primary contact in a single merge action.
   • The merge process may take a few minutes to fully migrate data in the background, but the secondary contacts are deleted immediately when the merge starts.

4. What ticket relationships are not carried over from the secondary contact during merging?
   Some ticket relationships from the secondary contact are not automatically migrated during merge:

   • If the secondary contact was added as CC on any ticket, the primary contact is not added as CC automatically.
   • If the secondary contact was linked to a ticket, the primary contact is not linked automatically.
   • Changes to requester values caused by contact merge are not logged in the history of every ticket.
     This means merging primarily consolidates requester identity and activity history, but it does not replicate CC/link associations across all tickets.

5. If I merge two contacts ([email protected] and [email protected]), will future emails from [email protected] be associated with [email protected]?

• No. In BoldDesk, each contact can have only one email address, and email addresses are treated as the unique identifier for matching incoming email requests to an existing contact. When you merge contacts, the secondary contact is permanently deleted.
• After the merge, if an email is sent from the deleted address ([email protected]), BoldDesk will not route it under the primary contact ([email protected]). Instead, because that email address is no longer associated with a contact record, BoldDesk treats it as a new sender and will automatically create a new contact record when the sender reaches out via email, resulting in tickets being associated with that newly created contact.