Merging duplicate customer records

Duplicates are created by people writing from a second address. Merging is safe and reversible in effect.

How duplicates happen

The customer writes from a personal Gmail on Saturday and their work address on Monday. The system cannot know they are the same person, so it creates two records.

Merging

Open either record, choose Merge, and select the record to absorb. Tickets, notes and attachments move to the surviving record; the secondary email address is added to it, so future mail from either address lands in one place.

Preventing them

Encourage customers to use the portal rather than email, and add known secondary addresses to the record the first time you notice.