We have run into the issue where a person changes their name and therefore their email address, now because the system matches against email address - it then creates a new record instead of updating that person’s details.
It would be more ideal if we could change the match to match against their payroll number / employeeID (which does not change) and therefore if their details change, it will not create a new record for them which then requires merging but instead update those details. This would then remove the manual admin work it would require to change / merge all the records (as we have tens of thousands of employees and often change their email address). This would then create a lot of overhead to ensure the customer’s and agent’s accounts are up-to-date and not causing log in issues or duplicate records.
This also means that if a person’s account is disabled and the email address is then removed, the system may not be able to disable their Freshservice account because the email address in Azure no longer exists so it does not have its matching criteria to then recognise the record in Freshservice and therefore there are accounts that are being missed to be disabled and AGAIN causes more admin issues.
This is an urgent feature suggestion, we would like to be able to be resolved as it is causing a lot of overhead (and we haven’t even gone live yet).
