Hello,
If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged.
This is what i got from this forum:
I’m new to freshservice so i hope this is possible
+14The workflow will not run if it’s the system that change the status of the ticket.
In this case it’s the system that close the secondary ticket .
Ok, so its not really possible to send a second email thats says its merged? It doesn't matter the ticket is closed. It is more about the end-user knowing the ticket is not gone but merged. We got a few people who came to us complaining about the ticket being closed without knowing its merged. Because of the system only telling them it is closed
+14Ok, so its not really possible to send a second email thats says its merged? It doesn't matter the ticket is closed. It is more about the end-user knowing the ticket is not gone but merged. We got a few people who came to us complaining about the ticket being closed without knowing its merged. Because of the system only telling them it is closed
Last time I tested it nothing happen anything.
You could use child ticket function and the app that sync notes between the tickets.
+14Merge is more of it’s the same user that have sent in the same mail 2 times or a new ticket has been created and you like to merge it with a old.
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