How can I merge a customer and a user profiles in Service Desk

[Sergei Gridnevskii]

I have a customer (employee) who needed access to Confluence. I created a profile with the same email in Jira administration page and added Confluence to the profile. However employee complained that he lost access to Service Desk portal.

I went back to Service Desk project page and looked into organization that this employee was in. His email was there. I clicked on Add Customers button and pasted email there. Now I have 2 customers in the same organization with the same email. However employee cannot see his old requests.

Is there a way to merge two profiles with same email into one?

[Ste Wright · Accepted solution]

Hi @Sergei Gridnevskii 

If the user was a customer, and you create an Atlassian account for them, there isn't a relationship between the two. It's best to migrate the account instead - so they're interlinked rather than duplicated.

To migrate a customer you'd usually...

1. Go to Jira Settings > User Management
2. Select Jira Service Management from the left-hand menu
3. Search for the customers
4. On their row, select 3-dots icon > Migrate to Atlassian Account
5. Follow the instructions

See this help page for more information on different accounts, and other options to migrate them.

Ste