How to merge duplicate WhatsApp and phone users in Zendesk

When a WhatsApp message or a phone call creates a second profile for a customer whose number you already have, Twinmend flags it on the ticket: "This requester may be a duplicate of ..." with the score and the reason. Click Compare to see both profiles and the dry run for that pair, then Merge into ... to merge right there. The number matches however it was typed, with or without spaces, brackets or the country code.

Why it happens

A messaging conversation or an unknown caller can start a new end user even when the same number is on an existing profile. The new profile might be named after the number, such as Caller +1 (469) 555-0142, and the customer's history is now split across two users.

Steps on the ticket

1. Open the ticket. Twinmend checks the requester. Customers created in the last 30 days (the Sidebar auto-check (days) setting) are checked when the ticket opens; for older ones click Check for duplicates. A check makes up to six lookups.
2. Read the hint. It names the likely duplicate, the score and why it matched, for example "Same phone number".
3. Click Compare. Both profiles appear side by side with the matching number highlighted, plus the dry run: what moves to the kept user and what the merge drops.
4. Merge into the right profile. Usually that's the older profile with the email and history. Click Merge into .... Twinmend saves a snapshot of the merged profile, then asks Zendesk to merge.
5. Or mark Not duplicates if two people share a number. That pair isn't suggested again.

The phone rules

Set Phone country code on the Rules tab for numbers typed without one (1 by default). Every phone number on a profile counts, not only the primary one. Numbers shared by more users than the Shared-value limit (25), like a front desk line, are ignored.

Who can merge from the sidebar

• The setting Let agents merge from the ticket and user sidebars is on by default. Turn it off and the sidebar only points out duplicates; admins then merge on the Twinmend page.
• Merging needs an admin or an agent role that can edit end users. Zendesk refuses the merge for anyone else.

Clear the backlog too

The sidebar catches new duplicates as they write in. For pairs that already exist, run Scan end users on the Twinmend page, review the groups, then Dry run and Merge in bulk.

Before you merge

• Zendesk merges end users only, and each must have 10,000 tickets or less.
• If your account uses JWT or SAML single sign-on, Zendesk refuses users with an external ID. The dry run warns you.
• Zendesk can't undo a merge. Twinmend's snapshot makes a best-effort undo possible from History.

What it costs

Twinmend is billed monthly by Zendesk per account: Team $49 (up to 15 agents and admins), Growth $129 (up to 50), Business $379 (up to 150), or Enterprise at $2.75 per agent a month above 150. 14-day trial. Settings are in the Twinmend documentation.