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Merging duplicates and linking related records

Combine genuine duplicates or link separate records that belong together.

Needs: Core

Merge records when they describe the same person or organization. Link records when they describe different things with a meaningful relationship, such as a parent incident and a customer's related ticket. These operations serve different purposes and should be chosen before you start editing.

Merge duplicate clients

  1. Open Settings → Merge Records with administrative access.
  2. Select the duplicate source record and the target record you want to keep.
  3. Compare their account identities, emails, companies and connected work. Include documents, forms, tickets, time and billing records in that review.
  4. Read the preview or confirmation and check the direction of the merge. The target survives; the supported flow fills eligible missing details and archives the source.
  5. After the merge, open the target and check the associations your team relies on.

Have a recoverable backup before merging records with substantial history. If the two identities are uncertain, resolve that question first. Use the company-specific merge controls for duplicate organizations so their permanent identifiers and related records are handled together.

The Related card on a client, company, lead, deal or ticket lists the linked records, grouped by relationship, each with its type, its status and × to remove the link. Press + Link and type part of a name, title or number: one search covers tickets, deals, clients, companies, vendors, leads and invoices, and the type chips limit it to one kind. Use the arrow keys and Enter, or click a result, to link it. Records that are already linked do not appear in the results.

On a ticket or a deal, choose the relationship first: related, parent/child, predecessor/successor or duplicate of. These typed links connect records of the same kind, so the search is limited to that type. After adding one, inspect the hierarchy.

The application rejects self-dependencies and loops. If a relationship is refused, inspect the existing chain: one of the linked records may already lead back to the record you are editing.

A link records a relationship. It does not combine the records, grant additional access, finish another task or create a charge. See ticket relationships and task dependencies for the controls used in those areas.