Merging Customer Records

It would be tremendously helpful as many users have either typed their email address wrong and/or have multiple email addresses.  Thus, not only do we need to be able to merge records but it needs to be able to look up a user with multiple email addresses.

Is this being considered for an update?  I would love this!

Hello everyone, 

Thank you for being very active in our Forums.

Yes. We are in the final stages of implementing the merge contacts feature. This should be out live soon. 

Will keep you updated.

Thanks,

Annapoorna 

Will this include the ability to merge companies?  Not as critical, but hopefully coming as well.

@annapoorna

It would be great it this indeed comes soon. Currently we saw some responses via e-mail and twitter by the same person, and it would be great if these could be merged.

How close to being live is this now?

Is there any update on when we can expect to see this feature?  It sounded like you were close 5 months ago, but we have not received an update on it since.  Please let us know.

I cannot speak for the other users, but these functional updates are far more important to me than the cosmetic ones and should take priority.

Rolling out a new feature is not really a support matter.

Whether this is a support matter or not, is irrelevant. This 'feature' was hinted at 6 months ago by Anna and there has been no updates since. This IS poor support in anyone's view.

I would also add (for anyone trialling this) that the search facility is terrible. We have been a paying company for sometime and searching for tickets using the search facility is a waste of time. Filtering (from the dashboard) is more effective, albeit limited.

COME ON FRESH DESK, sort out 'CONTACTS WITH MULTIPLE EMAIL ADDRESSES' !

Hello Everyone, 

My apologies for the very delayed response to this thread. We understand that merging contacts is important to you, and it's high on our priority list. We had developed this feature, and during the testing phase we ran into a lot of major issues. We have taken the feature back to the drawing board, and we are working towards developing a fix. Though I am unable to give you an ETA, I will keep you updated with the progress. 

Thank you for your patience 

Samyuktha

I would also like to add my voice to this request. How I think it should work is like this:

Contacts should be able to have unlimited emails (one set as primary), phone numbers and social media accounts and addresses. When merging contacts, information from the secondary contact will be added to the primary contact. If multiple instances of an item are not allowed (e.g. profile pic) then the item from the primary account will be kept. Any previous tickets or forum posts by the secondary contacts will have the customer id set to the primary contact.

Please see google contacts for an example of how multiple instances of data (e.g. emails) work. It would be good to add this feature to the contact fields customiser. A small icon or text label will allow users to add another field while another icon allows users to remove it. A checkbox on the customiser would allow users to set this as an option for each field.

Well, I posted a reply in another thread that was talking about merging contacts but I just noticed that the title was more about multiple emails for contacts.  While these are related, I thought I would post here as well.

I'd just like to add another vote for this feature.  Having multiple listings for the same contact is a pain. It happens frequently when we enter a contact with just a phone number and then later they email in a ticket.  Now we have two contacts for the same person each with a ticket history.  

I see after working under a year in Freshdesk that the customer records are a complete mess. Merging of customers and companies is important to be able to track for instance high usage clients. With them spread out over multiple companies it's very hard to keep track. 

Would like to throw in my two cents... though in our case, multiple email addresses aren't entirely necessary, it would be nice to be able to merge multiple contacts from different channels of submission. (i.e. Facebook user, Twitter, and email)

"This is totally necessary and should have been developed into the original concept. It is VERY necessary in the usefulness of the product."

I quote :-\

"I see after working under a year in Freshdesk that the customer records are a complete mess"

It's a mess for us only after 1 month

Any update on this feature? We would love to merge, this inability to do so is causing a ruckus. 

Any update on allowing multiple email addresses per user. 

This is really causing a ruckus and making the system unmanageable. There is a amount of user input error that is to be expected. 

Any change on getting this in place anytime soon?

Without this feature contact list it's a mess

can't believe after all the emails here and the promises that this is not done. I have a user who keeps using an old email address and I have no way to manage this.

I know.   It's quite frustrating, quite honestly, to see them produce more & more useless features yet this GLARING fault in the program goes unresolved and without even updates on its progress.    Either they have an extremely poor database design that prohibits this easy fix, or they simply don't care what their customers want.  Either way it leaves you scratching your head.

Many, many features and functions are not implemented for years now. it is realy frustrating how this company is getting in progress :-(