Ticket Merger

Merging Tickets in Intercom

Most Intercom duplicates start as duplicate users: one person, two records, two conversation histories that never meet.

See supported platformsMerge duplicates automatically

Merging duplicates in Intercom

1

Check the user records first

If the same person exists twice, merging their conversations without merging the users leaves the split in place.

2

Merge the duplicate users

Combine the records so the conversation history lives on one profile.

3

Handle the conversations

Reply on the live conversation, close the duplicate with a pointer to it, and keep one thread as the source of truth.

Fix the users, not just the conversations

Ticket Merger doesn't integrate with Intercom today. It does connect to Zendesk and Freshdesk, with Freshservice and HubSpot coming soon.

Frequently asked questions

Why does Intercom create duplicate users?+

Usually an anonymous visitor who later identifies with a different email, or the same person on two devices. Identity verification and a consistent user ID fix most of it.

Also running Zendesk or Freshdesk?

You now know how to merge in Intercom. The harder half is spotting which two tickets to merge, and on Zendesk and Freshdesk, with Freshservice and HubSpot coming soon, Ticket Merger does that part for you.

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Keep reading

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