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Don't trigger automation if ticket merged

Related products:Freshdesk
  • February 5, 2020
  • 1 reply
  • 24 views
S
Apprentice

I have an automation that calls an external webhook when a ticket is closed. However I don't want it to trigger if the ticket was closed due to being merged.


Inspired by https://support.freshdesk.com/support/discussions/topics/39126 I set it up to add a "Merged" tag and made that rule run before my webhook rule.

But there seems to be a race condition (or perhaps the ticket is closed before the private comment is added), so the "Merged" tag is not yet set when my automation runs.


Is there a way around this?


1 reply

V
Community Debut

Hey,


Every time a ticket is merged, a private note would be added with the content "This ticket is closed and merged into ticket #[Ticket-ID]". In your rule which triggers a webhook, you can validate the "Last Interaction - does not contain - This ticket is closed and merged" and this would ensure that the webhook is not triggered for such cases.


Please drop an email to support@freshdesk.com should you require further assistance on this.


Cheers!

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