TABLE OF CONTENTS



How to find the Merged tickets?


The merged tickets would automatically get closed and would not be considered in any of the Reports. However, if you want to get the number of tickets that were merged, you can make use of the ticket updates rule to add a tag on merged tickets which could be later filtered on your list view page. 


Admin -> Automations -> Tickets -> Ticket updates -> New rule


Event performed by: Agent

Event Performed: Add a note (Any)

Conditions: Last interaction contains "This ticket is closed and merged into ticket"

Action: Add Tag - Merged



We can get the reports based on the tags we add through the automation to keep a tab on the merged tickets count.





(OR)



How to notify a customer when the ticket is merged?


  • We can set up a similar rule as shown above and change the 'perform these actions' to send an email to the requester.



  • By default, a private note will be added to the merged tickets about the merge action. We can choose the note to be added as the public note by editing the note.