You can customize the default template for comments that are added to tickets when they are merged.
Comment for ticket(s) being closed
This template controls the comment that will be added to the ticket being closed out (because of the merge).
Placeholders
{{ticket.id}}
The ID of the ticket being merged into. #{{ticket.id}} will automatically create a hyperlink to the ticket being merged into.
{{ticket.subject}}
The subject of the ticket being merged into.
Comment for ticket being merged into
This template controls the comment that will be added to the ticket being merged into (the ticket that is kept). Please note that the template will be repeated for each ticket that's closed out.
Placeholders
{{closed_ticket.id}}
The ID of the ticket being closed out. #{{closed_ticket.id}} will automatically create a hyperlink to the closed ticket.
{{closed_ticket.subject}}
The subject of the ticket being closed out.
{{closed_ticket.description}}
The description of the ticket being closed out.
{{closed_ticket.public_comments}}
All public comments from the ticket being closed out.
{{closed_ticket.last_public_comment}}
All public comments and internal notes from the ticket being closed out.
{{closed_ticket.comments}}
All public comments and internal notes from the ticket being closed out.
Dates and times
Dates and times in comments are static. They are based on the time zone and locale of the the agent who initiated the merge.