Merging Customer Accounts

Definition

Customers merge is generation of one customer account instead of a group of selected accounts with automatic deletion of the latter and automatic reassignment of all their questions to the newly created customer.

Usage

Two or more customer accounts are merged when it is believed that they should share all of each other’s questions and have the same level of access. This might be the case, for example, when it appears that some customers all represent one entity (e.g. they work for the same company) or one customer has more than one account by mistake.

Path

Customers tab – Management

Procedure

Select accounts that you wish to merge in the searchable customers list and click the Merge button.

On the Merge Customers page, select which data should be copied from which accounts into the merged record:

• Master Record – to copy user ID, password and hidden fields values;

• Name – customer’s name;

• E - mail address – customer’s e-mail address; this address is used to send notifications and newsletters as well as to identify the customer by e-mail address.

Clicking the Submit button completes the operation and automatically creates a new customer account based on the specified parameters, reassigns all the questions of the merged customers to this new account, and then deletes the old accounts.

Tips

For your customers’ privacy reasons and because there is no ‘undo’ action for customer merge, this action requires a very careful approach.

Next: Managing Customer Groups