Installation guide for the Merge Duplicate WhatsApp Users app

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Merge Duplicate WhatsApp Users") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Merge Duplicate WhatsApp Users app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.

• Log in if you already have a Knots account.

  

4. Set up the app

1. After logging in to your Knots account, the app will prompt you to connect to Zendesk.
   • If you’ve previously used Zendesk with other Knots apps, select the existing connector from the list.

   • If this is your first time setting up Zendesk with Knots, you’ll need to create a new connector. Follow the on-screen instructions to authenticate your Zendesk account.

     

2. Once Zendesk is connected, proceed to the final setup page. Click Get Started to finish.            

   

   Note: For the module to function correctly, Knots Studio must also be activated. If it is not activated, you will receive an error notification.

   

    

   To activate Knots Studio: Go to your Knots Profile. There, locate the Studio module and click Activate.  

   

                                      

3. After setup, you’ll be redirected to the app backend. The app is now installed and ready to use.

   

4. To confirm the webhook is active and is working correctly:

   • In the app interface, click How to deploy? (top right).
   • In the pop-up, under the first point, click Open in Admin Center to view the Webhook settings and confirm it's working correctly.

   

5. Create and manage the tickets

Once installed, the app automatically detects when a WhatsApp message is received from a phone number linked to an existing Zendesk user.

Normally, Zendesk creates a duplicate user in this scenario. The app prevents this by merging the new message with the existing user profile.

To test:

• Send a WhatsApp message from a number already associated with a Zendesk user (e.g., one previously contacted via Zendesk Talk or another channel).
  
  
• Open the newly created ticket. You should see the message linked to the existing user, not a duplicate.
  
  

If you're in the user profile, you can also reload the page to confirm a new ticket has been created under the correct user profile.

For more information about the app, visit Merge Duplicate WhatsApp Users. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.