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How to deal with duplicated end users

  • January 11, 2024
  • 3 replies
  • 0 views
P

Hi Zendesk community, 

We have the following situation: Duplicity of users because a customer has only one email contact, but may have multiple companies.

Problem: The e-mail cannot be added to a new user because the e-mail is in use. Therefore, the new end user cannot be created

Description: Customers have several company codes associated with a single email address, as we have customers who manage several companies.

The creation of these users is an internal process where they are created automatically from an internal database. We are looking for a way for Zendesk to adapt to our needs. Is there a workaround for this type of structure?

Just to clarify, end users are created for both companies and natural persons.

    3 replies

    J
    • Joseph47
    • January 12, 2024

    I don't think this was possible prior to the rollout of the new customer profile page experience that is currently in beta.  Prior to that you could only define one organization per user, now you are presented with the following

    From there select Customer details

    Scroll down to Organizations and select Add organization

    Enter the additional organizations for the user.

    One important thing to note is to make sure you understand and choose the viewing rights for the organization in the organization panel to avoid any unwanted behavior.

    None of this is automatic of course and will need to be performed manually for each additional organization you want to make the user a member against.

    Brandon12
    • Brandon12
    • January 13, 2024

    Hey @pablo11,

    It sounds like you might want to consider making the companies organizations, and then updating your settings to allow for one user to be a part of multiple organizations.  Details Here.

    In the case of a company playing the part of a user, the company would be created as both an organization and a user, so Company X user profile gets associated with Company X organization.  Then, Users A B & C of Company X would also get associated with the Company X organization.  

    Since you're doing this through an automated process, there may be additional configuration required.  Seeking the guidance of a Zendesk Premier Partner like 729 Solutions to bring in a fresh perspective might also help you further your goals.  Hope this helps!

    Brandon

    Stephan12
    • Stephan12
    • January 14, 2024

    Hi Pablo,
    We are facing the same problem. In fact you can add a couple of organisations to a single end-user. You will therefore have the possibility to select the organisation manually or by using triggers. In case you are not in the position to add them via trigger easily, we are also using Knots Studio for complicated adjustments.

    Regards, Stephan

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