Ability to merge duplicate users or leads with the same email address would be very useful

This issue is extremely frustrating...it not only affects the accuracy of our user lists, but also sends duplicate outbound messages (to the same person/email address) that are metered, which is actually costing us money out of pocket. Any updates?

We moved from Zendesk so nearly all my tickets have Potential duplicates with the user ID being “ – ”

The fact you can’t  merge a user > user account even when one of those ID’s isn’t anything is absolutely nuts, incredibly annoying and slows me down massively: constantly having to search an email address to see previous tickets.

Here’s a classic example of 2 Potential duplicates 🤢…. just let me merge various User IDs sharing an email 😭

… Yep, agree with Fin.

Need to merge leads

This is a MAJOR issue.  We are running into an issue in support where our internal reps manage MANY different accounts so now 20+ accounts exist for one email address.  I am not sure why Intercom/Fin separates the users in this manner.  And once it actually is implemented it would be nice if you included documentation on how we can fix in bulk because managing this profile by profile is going to take me a full time person. 

The problem is, each internal employee is associated with multiple accounts. When the agent goes to reply to the email received from our internal employee, a different name appears than who is actually emailing us. According to support, user identifications happen before the Fin step. For inbound email, the matching is based on the email address, and when duplicates exist with that same email, Intercom attaches the conversation to the most recently updated profile.  This means if Jose emails support, Fin will refer to Jose as Alex.  (or next time, it will be Bill, it will be random each time. If support doesn’t notice the name is wrong, we are calling clients by the wrong name.  

I’ve noticed this as well and it makes our support team look sloppy. The inability to merge reduces our support team’s productivity because they have to spend time searching different customers. That is not an ideal situation when a customer is extremely frustrated.  It’s a time consuming task to search for all tickets related to a duplicate user. This especially frustrating for customers. They can’t access their ticket portal and see all tickets that they’ve sent in.