The purpose of this article is to inform you how to merge customer profiles in Zendesk.
In this article, we will review the following:
- When to Merge Customer Profiles in Zendesk
- How to Merge Customer Profiles
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💡 Key Terms and Definitions
- Customer Profile - A comprehensive record that includes a customer's entire communication history with the support team, contact information, and any additional customer notes.
- Interactions - All conversations with a customer within Zendesk, spanning multiple channels such as emails, live chats, phone calls, form responses, and support team outreach.
- Merge - Merge is a crucial functionality that consolidates multiple tickets/profiles into a single, unified ticket/profile.
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When to Merge Customer Profiles in Zendesk
Merging customer profiles in Zendesk is a strategic action typically taken when it is discovered that multiple profiles represent the same individual. Common scenarios that prompt this decision include:
- Duplicate Profiles: Often, customers may inadvertently have multiple accounts with different emails or contact information. Merging these profiles helps provide a comprehensive view of the customer's history and preferences.
- Consolidating Interactions: If a customer engages with the support team through various channels (email, chat, social media), it can lead to the creation of separate profiles if they use different email addresses. Merging these ensures all interactions are consolidated, allowing for more accurate tracking and personalized support.
- Streamlining Support: Reducing redundant profiles optimizes the support team's resources and efforts, ensuring that all data related to a customer is centralized and easy to access.
- Data Accuracy: Maintaining clean and accurate customer data is critical for effective support and follow-up. Merging profiles eliminates inconsistencies and ensures that all relevant information is housed under a single profile.
By judiciously merging customer profiles, support teams can enhance the quality of their service and improve overall customer satisfaction.
How to Merge Customer Profiles
Zendesk doesn't allow the same information across multiple profiles. For example, if you try to add an existing email address to a customer profile, it won’t work. You can see what this looks like in the GIF below:
When this happens, merging is the correct action! Follow the steps below to merge an account:
- Click on the ⌄ icon in the top right corner of the customer profile.
- Select Merge into another user.
- Either enter the email address of the other customer or select the customer from the suggestions.
- Click Merge.
- Verify the information is correct. IMPORTANT: Merging is permanent and cannot be undone.
- Click Confirm and Merge.