Social media tickets create duplicate user profiles because they don't use the same contact details as existing profiles. In Zendesk, users are typically identified by their email, phone number, or external ID. However, when users contact through social media channels like WhatsApp, Facebook Messenger, or Instagram Direct, these identifiers aren't used, leading to the creation of a new profile.
To resolve this, you can merge the new profile with the existing one. This ensures that future interactions from the same social media channel are linked to the correct user profile. For more details, you can refer to the article on merging a user's duplicate account.
Preventing duplicate user profiles from social media in Zendesk involves merging profiles. Since social media channels don't use email, phone, or external ID for identification, duplicates can occur. By merging these profiles, you ensure that all…
Zendesk uses email, phone number, and external ID to identify user profiles. These identifiers help ensure that each user is uniquely recognized within the system. However, when users contact through social media channels, these identifiers aren't…
Social media channels like WhatsApp, Facebook Messenger, Slack DM, X DM, and Instagram Direct can cause duplicate profiles in Zendesk. These channels don't use the standard identifiers like email or phone number, leading to the creation of new…
Merging duplicate user profiles in Zendesk is a way to ensure all interactions are linked to the correct user. When a duplicate profile is created due to social media interactions, you can merge it with the existing profile. This process helps…