When a new ticket is auto merged into an existing ticket, it's helpful to automatically reopen it. Otherwise, your agents will have no idea that there was a new email from the requester. You can create the following trigger to reopen the target ticket (the active ticket).
Name: Auto Merge: Reopen 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
Once the ticket is reopened, the ticket assignee has a chance to respond to the new email.