Duplicate customer records
Ticketclosed
Brimscombe Energy · Duplicate customer records
Lee Hathaway reported duplicate customer accounts appearing in the brain after CRM merges. Connor Webb traced the duplicates to old record IDs still being indexed post-merge and escalated the deduplication issue to engineering.
What happened
What this says
As at Fri 9 Oct 2026Lee Hathaway reported duplicate customer accounts appearing in the brain after CRM merges. Connor Webb traced the duplicates to old record IDs still being indexed post-merge and escalated the deduplication issue to engineering.
Problem: Duplicate customer entries appeared in search results with conflicting information, eroding data confidence. Handling: Connor identified that the CRM connector was indexing both old and new record IDs after customer-side account merges. He escalated the deduplication logic issue to engineering. Watch: Data quality issue hitting decision-maker; threat to renewal if not resolved promptly.
Details
Updated 9 Oct 26Trail
created · Lee Hathaway 5 Jan 2026 15:17We're seeing duplicated customer entries in the brain, multiple versions of the same account with conflicting contact and site information appearing together. This is happening when our teams query corporate accounts, and it's undermining confidence in the data. We need this resolved quickly.- Public reply · Connor Webb 5 Jan 2026 22:27Thanks for raising this, Lee. I can see what you mean about the duplicates. Can you share an example account so I can trace where they're coming from and work out whether it's a connector issue or something in the brain? Cheers, Connor
- Public reply · Connor Webb 7 Jan 2026 14:14I've reproduced it. The CRM connector is picking up records that were merged at your end, but the old record IDs are still being indexed. I'm escalating to engineering to review the deduplication logic. Can you confirm whether you've merged or deleted any accounts in the last week or so?
- Internal note · Connor Webb 7 Jan 2026 15:16Connector logs show duplicate CRM record IDs being indexed after merge on customer's side. Both old and new IDs in the feed. Escalating deduplication issue to engineering. Waiting on customer to confirm merge dates.
- Public reply · Lee Hathaway 7 Jan 2026 15:22Yes, we merged several accounts last week. That explains it. Can you reindex those records to clean this up?
- Status change · 18 Jan 2026 23:59