Pipedrive keeps creating duplicate contacts!

Dylan_22359
Dylan_22359 Posts: 5
edited July 26 in Sales CRM #1

Everytime I send an email or get a phone call, Pipedrive creates a brand new contact that we already have in our address book, and then tells me I have duplicate contacts. This is VERY annoying, as I have merged the same duplicate contacts many many times, only to have them duplicate again. This adds time when searching for a contact, to get emails and other details, as some emails will be with one version of the contact, and others with the new one. Please fix this!

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Comments

  • Boris Tsibelman
    Boris Tsibelman Community Driver Posts: 1,033
    1000 Comments Second Anniversary Combo Breaker Photogenic
    edited June 2021 #2

    What do you have turned on which is creating these contacts each time you send an email?

    It sounds like there's some automation that's on which should not be. 

  • Carla_46356
    Carla_46356 Posts: 1
    edited June 2021 #3

    I seem to have the same issue - when I forward an email to pipedrive, new contacts / organizations are created. I do not have any synchronizations turned on, and I cannot find anywhere settings for automating creation of new contact / organizations from email. This did not happen in the past. Is it a bug? 

  • Vera Rosado
    Vera Rosado Moderator Posts: 31 PIPEDRIVE CUSTOMER SUPPORT
    Second Anniversary Photogenic Pipedrive Employee
    edited June 2021 #4

    Hello Dylan and Carla. 
    Using our Smart BCC Feature it is expected that a new contact is created if you do not have one already, as you can read in this article:
    Smart Email BCC 
    (...)
    Based on the email address in the To: field, the email forwarded into Pipedrive will automatically link with the Pipedrive contact with that email address listed under the default email address field.
    If there’s no Pipedrive contact associated with the email address in the forwarded email, a new person contact will be created automatically for that email address.

    As for contacts being created, this is expected only if you have Contact Sync enabled and the contacts are being added to your Contacts Provider. 

     

    But please reach out to our Support so we can better assist you :) 

     

    Have a great weekend. 

  • Jessie Spressart
    Jessie Spressart Posts: 1
    edited February 25 #5

    I have the same issue. I don't use smart BCC but send emails direct from Pipedrive, and contacts get duplicated. The other frustrating thing is that my contact list doesn't always see them as duplicates.  

    It would be great to be able to click on two (of the same) contact and choose "merge" instead of/in addition to having the Merge Duplicates feature which is time-consuming especially when some of the same contacts keep getting duplicated over and over again. 

  • Helio_2884
    Helio_2884 Moderator Posts: 84 PIPEDRIVE CUSTOMER SUPPORT
    Pipedrive Employee
    edited July 2021 #6

    I have the same issue. I don't use smart BCC but send emails direct from Pipedrive, and contacts get duplicated. The other frustrating thing is that my contact list doesn't always see them as duplicates.  

    It would be great to be able to click on two (of the same) contact and choose "merge" instead of/in addition to having the Merge Duplicates feature which is time-consuming especially when some of the same contacts keep getting duplicated over and over again. 

    Hello Jessie,

    If your contacts are getting duplicated and the scenario my colleague explained does not apply, please reach out to our support team to take a better look into this.

    Here are the different ways in which you can reach out to us.

  • Steve Smithson
    Steve Smithson Posts: 4
    edited August 2021 #7

    Same problem in spades.  Pipedrive has said they have a problem with a third party app that is a link between pipedrive and google.  I've been trying to get answers for weeks