This solution article includes advanced scenarios pertaining to user merge behavior in Freshservice.
Prerequisites to user merge and applicable for the below scenarios:
1. The users to be merged should belong to the same Freshworks Organization (Neo Admin Center).
2. The product instances (Freshservice, Freshdesk, CSS) that the users are a part of and who need to be merged also need to be part of the same Freshworks Organization (Neo Admin Center).
3. Only users who are requesters in the Freshservice instances can be merged together.
Merging Users Between Multiple Freshservice Instances within the same Freshworks Organization
SCENARIO 1: Merge two users who are present as requesters in two distinct Freshservice instances.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in any one of the two Freshservice instances.
Expected Behavior: The profiles of both users will be consolidated as one profile.
Result:
User A’s profile will be retained with the original primary and secondary emails.
User B’s primary and secondary emails will be incorporated into the secondary email field of User A.
The Freshworks Organization and both the Freshservice instances will have only the newly merged User A’s profile.
User B’s profile is removed from all Freshservice instances and the Freshworks organization.
SCENARIO 2: Merge two users across two Freshservice instances where:
Freshservice_Instance_1 has both users as Requesters.
Freshservice_Instance_2 has one of the users as a requester and the other user as an agent.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The merge action will not be allowed because if it is allowed, User B will lose their access to Freshservice_Instance_2 as an agent. The error below is seen.
“Cannot be merged as user_b@freshworks.com is an agent in another Freshservice account in the same organization.“
Note: This is the expected behavior if any of the users being merged in any of the Freshservice accounts are agents.
Result: User A’s and B’s profiles will be retained as is in both the Freshservices instances and Freshworks organization without any changes.
SCENARIO 3: Merge two users across two Freshservice instances where:
Freshservice_Instance_1 has both users as Requesters.
Freshservice_Instance_2 has one of the users as an agent, and the other user doesn’t exist.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The profiles of both users will be consolidated as one profile.
Result:
User A’s profile will be retained with the original primary and secondary emails in Freshservice_Instance_1.
User B’s primary and secondary emails will be incorporated into User A's secondary email field in Freshservice_Instance_1.
The Freshworks Organization and both the Freshservice instances will have only the newly merged User A’s profile.
User B’s profile is removed from all Freshservice instances and the Freshworks organization.
SCENARIO 4: Merge two users across two Freshservice instances where:
Freshservice_Instance_1 has both users as Requesters.
Freshservice_Instance_2 has only one user who is also a Requester.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The profiles of both users will be consolidated as one profile.
Result:
User A’s profile will be retained with the original primary and secondary emails.
User B’s primary and secondary emails will be incorporated into the secondary email field of User A.
The Freshworks Organization and both the Freshservice instances will have only the newly merged User A’s profile.
User B’s profile is removed from Freshservice_Instance_1 and the Freshworks organization.
SCENARIO 5: Merge two users across two Freshservice instances where:
Freshservice_Instance_1 has both users as Requesters.
Freshservice_Instance_2 has only one user who is also a Requester.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The merge action will not be allowed because if merging is allowed, then User B will need to be deactivated in Freshservice_Instance_2, causing them to lose access to that account. The below error is seen.
“Cannot be merged as user user_a@freshworks.com is not part of the other Freshservice accounts in this organization”
Result: User A’s and B’s profiles will be retained as is in the respective Freshservice instances and the Freshworks organization without any changes.
SCENARIO 6: Merge two users across two Freshservice instances where:
Freshservice_Instance_1 has both users as Requesters in an activated state.
Freshservice_Instance_2 has both users as Requesters, but with one of them in a deactivated state.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The merge action will not be allowed because if merging is allowed, User B will get deactivated in Freshservice_Instance_2, thus causing them to lose access to that Freshservice account. The below error is seen.
“Cannot be merged as user user_a@freshworks.com is deactivated in other Freshservice accounts in this organization”
Result: User A’s and B’s profiles will be retained as is in the respective Freshservice instances and the Freshworks organization without any changes.
Merging Users Between Freshservice and Other Freshworks Products in the Same Freshworks Organization
SCENARIO 7: Merge two users across a Freshservice instance and another Freshworks product where:
Freshservice_Instance_1 has both users as Requesters.
Freshdesk_CSS_Instance_1 has both the users as Agents.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The merge action cannot be achieved because if merging is allowed, User B, who exists as an agent in Freshdesk_CSS_Instance_1, will lose agent access. The below error is displayed when this merge scenario occurs.
“Cannot be merged as user user_b@freshworks.com is part of another Freshworks product.”
Result: User A’s and B’s profiles will be retained as they are in the Freshservice, Freshdesk/CSS, and Freshworks organizations without any changes.
SCENARIO 8: Merge two users across a Freshservice instance and other Freshworks products containing:
Freshservice_Instance_1, which has both users as Requesters.
Freshdesk_CSS_Instance_1 which has only one user who is an Agent.
Merge Action: The administrator initiates a merge of User B into User A from User A’s profile in Freshservice_Instance_1.
Expected Behavior: The profiles of both users will be consolidated as one profile.
Result:
User A’s profile will be retained with the original primary and secondary emails.
User B’s primary and secondary emails will be incorporated into the secondary email field of User A.
Only the newly merged User A’s profile will be available in the Freshworks Organization, the Freshservice instance, and the Freshdesk instance.
User B’s profile is removed from Freshservice_Instance_1 and the Freshworks organization.
SCENARIO 9: Merge two users across two Freshworks products containing:
Freshservice_Instance_1, which has both users as Requesters.
Freshdesk_CSS_Instance_1, which has only one user.
Merge Action: The administrator initiates a merge of User A into User B from User B’s profile in Freshservice_Instance_1.
Expected Behavior: The merge action cannot be achieved, and the error below is seen.
“Cannot be merged as user user_a@freshworks.com is part of another Freshworks product.”
Result: User A’s and B’s profiles will be retained as they are in the Freshservice, Freshdesk/CSS, and Freshworks organizations without any changes.
Frequently Asked Questions (FAQs):
Is there a limit to the number of primary and secondary email IDs a requester can have?
A requester can have one primary email-id and up to four secondary email-ids.
Is there a limit to the number of requesters that can be merged together?
You can merge up to four requesters into another requester, provided none of them have secondary email IDs. In this case:
The primary email ID of the parent requester is retained.
The primary email IDs of the other requesters are added to the parent requester's secondary email field.
If any of the requesters have secondary email IDs, the merge will not occur if the total number of secondary email IDs to be stored in the parent requester exceeds four. Administrators should refer to FAQ 1 when merging multiple users to ensure compliance with the email ID limits.
If I merge requesters from one Freshservice instance, what will be the impact on all other instances?
After merging, the consolidated requester profile will be the only active profile across all Freshservice instances and the Freshworks Organization.
What other changes will occur to the user profiles post merging?
Once the secondary requesters (User B) have been merged with the primary requester (User A), the following changes will occur:
All the tickets, problems, changes, releases, approvals, tags, etc. are moved to the primary requester (User A).
If a ticket is raised through an email from a secondary email ID, then all agent replies will go to the secondary email. But the requester on the ticket will be the primary one.
All of the secondary requesters' departments, groups, and CABs will be moved to the primary one.
The email ID that was verified first will become primary.
The email, first name, last name, timezone, language, time format, and mark as VIP fields values of the primary user are retailed during merging. If the values of title, work phone, mobile phone, Can see all tickets from this department, Can see all changes from this department, reporting manager, address, location and background information are blank for the primary user then they are copied from the secondary requesters profile. For departments, the departments of all users i.e. primary and secondary are merged and retained.
