✔️ Available on all subscriptions

What
Merge duplicate customer profiles into one. Merging profiles creates one profile and brings all tickets associated with the different profiles into one place.
Why
  • Keep customer contact history together.
  • Get a holistic view of a customer's communications with your company.
  • Reduce duplicated and conflicting customer data.
Who
  • Site admins can manage and merge customers.
When
You need each customer's profile to show a complete historical timeline of all communication from the customer (regardless of the email address they contacted from).
What
Merge duplicate customer profiles into one. Merging profiles creates one profile and brings all tickets associated with the different profiles into one place.
Why
  • Keep customer contact history together.
  • Get a holistic view of a customer's communications with your company.
  • Reduce duplicated and conflicting customer data.
Who
  • Site admins can manage and merge customers.
When
You need each customer's profile to show a complete historical timeline of all communication from the customer (regardless of the email address they contacted from).

Before you start

  • Merging customer profiles moves all tickets, notes, contact information from the secondary contact(s) into the primary contact. The secondary contacts are deleted along with the corresponding Customer Portal login (if applicable).
    ⚠️ The merge process cannot be undone and merged customer profiles cannot be restored.
  • A merged customer profile can have one primary and up to three alternate email addresses.

Merge customers

  1. Select People in Teamwork Desk's main navigation menu.
  2. Switch to the Customers tab.
  3. Click a customer's name to view their profile.

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  4. Click Merge in the profile's top right.

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  5. Type a name or email address in the search field to locate additional customer profiles.
  6. Click the plus beside any relevant matches from the results list to highlight them.
  7. Click Select. The selected customers are added to the list for merging.
  8. Choose which profile to keep as the primary customer by clicking a customer's name. By default, it'll be the customer you started this process with.
     

     
  9. Review the selected customers. 
    1. Click the trash can beside a customer to remove them from the merge. 
      📝  The currently-selected primary customer cannot be removed.
  10. Click Next.
  11. Review the primary email address and manage alternative addresses. The secondary emails being merged are populated by default.
    💡 Include up to four alternative email addresses for a customer.
  12. Review customer data conflicts. For any fields (ex. job title or phone number) populated in multiple merging profiles, choose which value to associate with the primary customer.Image Placeholder
     
  13. Click Submit to complete the merge.

The primary customer profile is maintained and the secondary customers' tickets and contact information are merged into it.

Best practices

  • Review regularly: Review your customers list regularly and identify potentially duplicate profiles.
  • Organize: Merge customer profiles when possible to create holistic customer histories.
  • Manage data: Review customer data when merging profiles and choose the most relevant details to keep with the primary profile.