Merge and unmerge duplicate customer and location recordsLast updated on 01/30/2023

Before you merge records, identify which of the duplicate records you want to remove. For example, add the number 1 next to the record that you want to remove. This helps you identify which record is which when in the merge workflow. Any information from the record being removed that is not on the record you are keeping will be added to the record you are keeping.

1. Search for the customer record you want to remove.

2. Open the customer record by clicking their name.

3. Click Edit .

4. Type “1” next to the customer’s name.

5. Click Save. Repeat these steps for each record you want to remove.

Once you’ve identified the customer record you want to remove, you can merge it into the record you want to keep.

1. Click Settings .

2. In the side panel, search for Merge Customers.

3. Enter the name on the customer record you'd like to keep.

4. In the next search field, enter the name on the customer record you'd like to remove (the record with the number 1 added to it).

5. Click Merge.

You’ll see a message indicating the merge has completed successfully. Any information from the record being removed that is not on the record you are keeping will be added to the record you are keeping. If you have more than one customer record to merge, repeat this process for each additional customer record. Check the audit trail beneath the merge workflow to see a historical record of your audits.

Before you merge records, identify which of the duplicate records you want to remove. For example, change the location name of the location you want to remove to REMOVE. This helps you identify which record is which in the merge workflow. Any information from the record being removed that is not on the record you are keeping will be added to the record you are keeping.

1. Search for the customer who has duplicate locations.

2. Open the customer record by clicking their name.

3. Go to the Locations section and click on a location you want to remove.

4. Click Edit .

5. Change the Name to “REMOVE”.

6. Click Save. Repeat these steps for each location you want to remove.

Once you’ve identified the location records you want to remove, you can merge them into the record you want to keep.

1. Click Settings .

2. In the side panel, search Merge Locations.

3. Search by location name or address for the location you wish to keep.

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

   Note: Only locations belonging to the customer that are on their customer record appear. If you do not see the location you want to remove you may need to merge customers first.

5. Select the duplicate locations you want to remove and merge into the primary location.

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

6. Click Merge.

You'll see a message indicating the merge has completed successfully. Any information from the record being removed that is not on the record you are keeping will be added to the record you are keeping. Check the audit trail beneath the merge workflow to see a historical record of your audits.

You can undo a customer or location record merge by searching for records in Inactive status, or by opening the deactivated entity on the Audit Trail.

Search for an inactive record

1. Click Search .

2. Use the dropdown to select Customer or Location.

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

4. Select Inactive under Customer Status.

5. Click Search .

6. Click the name for the inactive record in the search results.

7. Click Undo merge.

Undo from the audit trail

1. Click Settings .

2. In the side panel, search for 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.

• Visit ServiceTitan Academy and enroll in Merging and Unmerging Records

• See Change the customer on an existing location record

• See Manage customer relocation