Merging Customer Records

It's true, I frequently find threads on features that end up being abandoned, we've only been using freshdesk for a couple of months and I am already considering other options

Hi,

any update on this feature? I really need to be able to merge customers.

Thank you

Hello,

This is becoming a real issue for us and this particular topic has not been updated by Freshdesk for 10 months, that's awful.

Please can you provide an update on this urgently.

Kind Regards

Rob

started a topic almost 2 years ago is what the original post said...

so i'm not sure if there is this feature and it was handled on another thread or not?

Please can you update us? 

This is an important function, we need this.

Any News on this Feature Request?  

This is becoming quite critical for us as well

Can someone please provide an update on this!?

News?

An update on this very critical request would be most appreciated.

My customers section it's a mess, many people have 2-3 email address so searching by customer is unuseful, I must search always by company. 

Mine too... 

Dear Freshdesk, 2 years of promises.

"Yes. We are in the final stages of implementing the merge contacts feature. This should be out live soon. " 2 years ago

"We understand that merging contacts is important to you, and it's high on our priority lis" 1 year ago

51 votes

Nothing as for now.

We have also this thread:

https://support.freshdesk.com/support/discussions/topics/4671/page/5

95 votes

Absolutely correlated

+1. Would also find this incredibly useful. 

I find it so strange that such core issues are not implemented. I'm baffled. 

I find it strange how much other stuff they have pushed out in the last 2 years that is far less important.

I've just been told its a couple of months away!

@Kweeks I've read about that before (the couple of months), a couple of years ago or so...

I think at the very least giving us the ability to add multiple emails against a single user would be nice. While [they work] we wait for merging.

I sent an e-mail to support:

"Does any of your support agents ever read https://support.freshdesk.com/support/discussions/topics/12887 ?

There are quite a few unhappy customers... Please add this feature to Freshdesk AND COMMUNICATE!

Thank you."

This is the answer I got:

"Apologies for the trouble. I completely understand you perspective at this note. I know this has been dragging for years and it really doesn't put us in good light.

Let me tell you that it's almost done and we are waiting for few last things that are yet to be done. About associating multiple emails to a contact, we are now offering it on an account and requirement basis.

With that, in sometime from now we will come out with the contact merge as well. Please do bear with us for this last time. We will update this in the forum as well."

That just goes to show the inconsistencies in their responses.   On 2/12/2025, I received a reply stating:

The contacts merge is in testing phase. The Development team had few issues and now they are getting it corrected and the feature is now in the testing phase. This has been causing the delay of getting this feature rolled out. Since we are yet to get an update from the Dev's regarding the testing we couldn't provide you a concrete ETA. 

Please bear with us, this feature has been given importance based on priority. Will you keep you posted on the updates regarding this.

Hope this helps.

 So a month ago it was in 'testing phase', but you're told it is 'almost done and we are waiting for few last things'

We were down this road 2 years ago that it was near release and still nothing.   For a company that sends emails to us telling us the 'best practices for support' - they're totally missing the mark.

And I love the "About associating multiple emails to a contact, we are now offering it on an account and requirement basis.".   We can't ask for something that we don't even know exists.  If they can do it for some accounts, why not do it for ALL accounts.

I definitely lost my hope