Awesome Support Documentation

New Email Templates For Ticket Merging

When multiple tickets are being merged, the standard email alerts are overridden and two new templates are used instead. You can find the new templates at the bottom of the TICKETS->SETTINGS->E-MAILS tab.

Merge Email Templates

The two new templates are:

Ticket Merged and Closed

This template is sent to email addresses associated with the tickets being merged and closed.  The default message just lets the user know that the ticket is being merged into a target ticket.

Ticket Merged and Reply Added

This template lets the email addresses associated with the target ticket know that replies have been added to the ticket from other tickets.

Merge Related Email Template Tags

Two new email template tags are available and can be used in the templates listed above:

  • {merge_target_id} – this is the id of the ticket being merged into (target ticket)
  • {merge_target_url} – this is the url of the ticket being merged into (target ticket)

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