Plan requirement
| Subscription | Any plan |
| Access | Agent |
One person, two records. Merging brings their history back together, it cannot be undone, and which record survives is a decision you make first.
Merge them
- Open the record you want to keep.
- Merge the other one into it.
- Confirm.
- Check the tickets moved across.
Choose the survivor deliberately
Usually the one with the correct primary address and the organisation already set. The merged record keeps that identity, and the other address is added to it.
Getting this the wrong way round means fixing the primary address afterwards.
It is permanent
There is no unmerge. Check you have the right two records, particularly with common names, because two different people with the same name merged together is a genuine mess.
How duplicates happen
- A customer writing from work and from home.
- A colleague who emailed support before becoming an agent.
- An import that did not match on existing addresses.
- A slightly different spelling of the same address.
Fix the cause too
Merging one pair takes a minute. If an import or an integration is creating duplicates continuously, that is the thing to fix, or you will be merging for months.
Watch for agents
Merging an end user record into an agent record consolidates their history properly. Doing it the other way round can remove the agent identity, so take care which is the survivor.
Search before creating anything
The habit that prevents most of this. One search, every time a record is created by hand.
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