When a new ticket is automatically merged into an existing ticket, it's helpful to reopen the existing ticket. Otherwise, your agents might miss out on the requester's new email. You can create the following trigger to reopen the existing ticket.
Name: Reopen Auto Merge Target Ticket
Conditions (meet ALL)
- Ticket > Is > Updated
- Status > Greater than > Open
- Comment text > Contains the following string > was closed and auto merged into this request.
Status > Open