Overview
Merging users is used to combine user information when a user has more than one profile.
Merging a user
Navigate to your Users Tab in your Canny settings.
Select a user profile you want to merge and search for the other profile:
Search and select the user to be merged.
Next, select which will be the primary profile:
The primary fields will override any of the secondary profile's fields.
If a primary field is empty, then the info in the secondary profile will be used.
Finally, use the "Merge Users" button to combine the profiles.
Merging users from integrations
You can merge users that were created by an integration (like Salesforce, Slack, or HubSpot) or through the public API. When you merge two users, Canny remembers the removed account's identifiers (its email, Salesforce ID, Slack ID, and so on). If an integration or the API sends one of those identifiers again, the data is attached to the remaining user instead of recreating the duplicate, and that user's existing details are left alone.
A real, active user always takes priority over an old merged identifier, so shared addresses like support@ stay safe.
Things to note:
You cannot merge admin accounts. To merge an account that has an admin role: remove the admin role, merge, then re-add the role.
Merging users is irreversible and cannot be undone.