Merge and unmerge duplicate customer and location records

Overview

If you accidentally created two of the same customer or service location, you can merge the records together. If needed, you can also undo a merge. This helps you maintain accurate and efficient records in ServiceTitan.

Things to know

• To collect payment from a different customer record, merge the records in Settings > Tools > Merge Customers, keeping the main profile. Then, assign the credit to the main customer record. This allows you to collect and apply the payment to the invoice. For relocating payments from entirely different customer records, follow the instructions in [Troubleshooting] Moving a Credit to a Different Customer Profile.

• When merging customer and location records, any service agreements and proposals associated with the record are carried over to the merged profile.

• When merging location records, you can only merge locations that belong to the same customer record. If the locations you want to merge belong to different customer records, you must first merge the customer records or change the customer on the other location record before you can merge the locations.

Merge duplicate customer records

When you merge duplicate customer records in ServiceTitan, any information in the record being removed that is not on the record you are keeping will be added to the record you are keeping. 

Merging duplicate records comes down to the following: 

1. Locate and mark the duplicate customer record.

2. Merge the duplicate customer record with the one you’re keeping.

The steps below describe how accomplish this:

Step 1: Locate and mark the duplicate customer record

This helps you distinguish which record is which when you begin merging. To do this:

1. Search for the customer records you want to merge together and identify the duplicate (the record you want to remove).

2. Open the duplicate record and click Edit next to the customer name.

3. Enter DUPLICATE in front of the name, then click Save.
   

Step 2: Merge the duplicate customer record with the one you’re keeping

1. Go to the top toolbar and click Settings > Tools > Merge Customers.

2. In the Customer to Keep field, enter and select the name of the record you’re keeping.

3. In the Customer to Remove field, enter and select the name of the duplicate record (the one you added the word DUPLICATE to).

4. When finished, click Merge.

After you click Merge, you see a message stating the merge has completed successfully. The duplicate customer record you removed will no longer appear in search on the Call Booking screen. Any location records that were attached to it will now be attached to the customer record you kept.

If there are more duplicate records for this customer, repeat these steps for each additional duplicate customer record.

Tip: Check the Audit Trail section at the bottom of the Merge Customers screen to see a history of records you’ve merged.

Merge duplicate location records

When you merge duplicate location records in ServiceTitan, any information in the record being removed that is not on the record you are keeping will be added to the record you are keeping.

Merging duplicate records comes down to the following: 

1. Locate and mark the duplicate location record.

2. Merge the duplicate location record with the one you’re keeping.

The steps below describe how accomplish this:

Step 1: Locate and mark the duplicate location record

This helps you distinguish which record is which when you begin merging. To do this:

1. Search for and open the Customer Record that has duplicate location records.

2. Go to the Locations section in the Customer Record. Identify the duplicate location record (the one you want to remove).

3. Open the duplicate record and click Edit next to the location name.

4. Enter DUPLICATE in front of the name, then click Save.
   

Step 2: Merge the duplicate location record with the one you’re keeping

1. Go to the top toolbar and click Settings > Tools > Merge Locations.

2. Enter the name or address of the location you’re keeping, then select it.

3. A secondary box opens with all other locations tied to that customer.

   Note: Only location records that belong to the same customer record are shown. If you don't see the location you want to remove, you must first merge the customer records or change the customer on the other location record.

4. Select the duplicate locations you want to remove.

   Tip: Use CTRL on a PC or Command on a Mac to select multiple locations.

5. When you're finished, click Merge.
   

After you click Merge, you see a message stating the merge has completed successfully. The duplicate location record you removed will no longer appear in search on the Call Booking screen.

Tip: Check the Audit Trail section at the bottom of the Merge Locations screen to see a history of records you’ve merged.

Undo a merge

If needed, you can undo a merge. There are two ways to accomplish this: 

1. Search for the Inactive record, open it, then undo the merge.

2. Open the Inactive record from the the Audit Trail on the Merge screen, then undo the merge. 

Note: When you undo a merge for a Customer Record, if you previously merged Location Records that were attached to it, those will also need to be undone and then reattached to it.

Undo from Search

1. Go to the navigation bar and click Search .

2. On the Search screen, select Customer or Location from the dropdown menu (depending on the record type you want to unmerge).

3. Enter any helpful search terms to find the record you want to undo a merge on.

4. Under Customer Status, deselect Active, select Inactive, then click Search .

5. Click the name of the inactive record in the search results to open the record.

6. Click Undo Merge.

Undo from the Audit Trail

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Tools then select Merge Customers or Merge Locations (depending on the record type you want to unmerge).

3. Scroll down to the Audit Trail section.

4. Click the Deactivated Entity you want to unmerge.

5. Click Undo Merge.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Merging and Unmerging Records

• See Change the customer on an existing location record

• See Manage customer relocation