When a new ticket is auto merged into an existing ticket, the target ticket (the one that stays active) is not reopened automatically. If it was already closed or solved, your agents may not notice that the requester has sent a new email since the update happens silently on a ticket that is no longer in their view.
To make sure agents catch these updates, you can create a trigger that automatically reopens the target ticket whenever a new merge comment is added.
Sample trigger
Trigger name
Auto Merge: Reopen Target Ticket
Trigger category
(choose a category)
Conditions
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Meet ALL of the following conditions
Category Operator Value
[ Ticket ] › [ Is ] › [ Updated ]
[ Status category ] › [ Greater than ] › [ Open ]
[ Comment text ] › [ Contains the following string ] › [ was closed and auto merged into this request. ]
Actions
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Category Value
[ Ticket Status ] › [ Open ]Once this trigger fires, the target ticket reopens automatically, giving the agent a chance to see and respond to the new email.