Automatically detect & merge duplicate users in one click.

When customers use different channels, Zendesk creates separate and duplicate profiles.

The Advanced User Merge app solves this by automatically showing potential duplicates in the ticket sidebar, so your agents can merge profiles with a single click.

n### Key Benefits

• Unified User Profile: Give agents a 360-degree view of every customer by unifying all history into one profile for personalized, effective support.

• Increased Agent Efficiency: Save agents valuable time by automating duplicate detection and merging.

• Improved Customer Experience: Deliver consistent support with the full customer history in one place.

How It Works (5 Simple Steps)

1. The app scans for duplicates when a ticket is opened.

2. Duplicates appear in the ticket sidebar for immediate agent review.

3. Use checkboxes to select one or more duplicates to merge.

4. Select the target profile to keep (either the Requester or a duplicate).

5. Click once to permanently merge users and unify their ticket history.

Powerful Features

• Automatic Detection: Proactively scans every new ticket to keep user data clean.

• Multi-Contact Matching: Uses phone, email, and name for high-accuracy matching.

• Intuitive Sidebar UI: Displays duplicates with necessary context inside the ticket.

• Agent-Controlled: Agents review all suggestions and have the final say on every merge.

Data Handling & Security

We prioritize your data security and privacy. Here’s how we handle your data:

• Client-Side Operation: The app operates almost entirely within your browser and the Zendesk App Framework (ZAF). All Zendesk API calls (for finding and merging users) are made directly from your browser via the secure ZAF proxy.

• No Zendesk Data Storage: We do not store any of your Zendesk customer data, such as user profiles or ticket information, on our servers.

• Authentication & Licensing: The app makes secure, authenticated calls to our external server for licensing and trial management only. This communication is encrypted (HTTPS) and authenticated using Zendesk's secure JWT feature, meaning your app's secret key is never exposed.

Try It Risk-Free

Start now with a free trial. Installation is fast, no setup is needed, and no credit card is required.

FAQ

Q: What happens to tickets of merged users?A: They are reassigned to the primary user, preserving the complete interaction history.

Q: Is merging reversible?A: No, the action is permanent. A confirmation step helps prevent accidental merges.

Q: Can all agents merge?A: The app respects Zendesk roles. Only agents with merge permissions can use it.

Support

For questions or support, please contact us at contact@mosheanisman.com.