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We are about a week away from changing all of our user's email addresses from a firstnamelastinitial@domain.com format to a firstname.lastname@domain.com format. When I made this change to my own account yesterday, Freshservice created a new account for myself. We are synchronizing our users from Active Directory using the FS Probe. Is there a better way of doing this so our users don't lose ticket history and get a new FS account?



Hi Jeff,

Looks like you have a support ticket opened for the same.

Assume the suggestion as provided.


Also you can reach out to us via chat https://support.freshservice.com/support/home



Or you can call us on +1 (866) 832-3090



Regards,


Jayesh


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