Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?
Solved
Ability to Unmerge Contacts or Tickets
+1Best answer by Sona_Senthil
Hi
Sounds like a good idea. Can you try posting it as an Idea on the community using the following link? That way users with the same requirement can upvote it.
+5Hi
Greetings from Freshworks community!
In Freshdesk, currently we do not have any option to un merge tickets or Contacts. Merging is an irreversible action. That is the reason this warning message will be shown while merging contacts:
However kindly note that, once you merge two contacts. The tickets then created will be under the Primary contact which was chosen while merging. You can then delete the Secondary contact email from the list and create as a new contact, since there will be no association with tickets for that contact.
I hope this clarifies.
Hi
Sounds like a good idea. Can you try posting it as an Idea on the community using the following link? That way users with the same requirement can upvote it.
+3Sarah H wrote:
Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account Best Funny Names for Netflix. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?
Currently, FreshDesk doesn’t provide an option to unmerge customer accounts or tickets directly. If you need to separate the accounts without losing previous communications, it's best to reach out to FreshDesk support for possible solutions. They may offer a workaround or assist in managing the customer data while preserving ticket history.
It would be incredibly useful to have an option to unmerge contacts or tickets when needed. This feature could save time and minimize errors caused by unintentional merging. Having the ability to review and reverse merged entities would also improve data accuracy and workflow efficiency. For other productivity tools and tips, check out FlipperZeroUnleashed.
+3FlipperZeroUnleashed wrote:
It would be incredibly useful to have an option to unmerge contacts or tickets when needed. This feature could save time and minimize errors caused by unintentional merging. Having the ability to review and reverse merged entities would also improve data accuracy and workflow efficiency. For other productivity tools and tips, check out bhad bhabie socialmediagirls.
thank yo for your suggestion
Reply
Most helpful members this week
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login with LinkedInor use your username
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.