You can control exactly which tickets can be merged into (target tickets) by adding conditions.
Add conditions as you normally would for views or triggers in Zendesk. The following fields are available for conditions:
- Custom dropdown fields
If you don't add a condition, Auto Merge will merge into any non-closed ticket (Status is less than Closed) by default.
To control which tickets can enter the auto merge process, update the conditions in your Auto Merge Trigger.