At some point, you'll likely want to exclude specific users from the auto merge process, whether that's an internal user, end-user, a messaging bot, or a partner.
Excluding users from triggers
The easiest way to do this is with a tag, such as do_not_auto_merge. Exclude that tag from your auto merge trigger, and then add it to the profiles of the users you want to skip. Then, update your merge rule to exclude the tag.
Step 1: Update your Auto Merge trigger in Zendesk
Trigger name
Auto Merge Trigger
Trigger category
(choose a category)
Conditions
──────────────────────────────────────
Meet ALL of the following conditions
Category Operator Value
[ Ticket > Ticket ] › [ Is ] › [ Created ]
[ Ticket > Tags ] › [ Contains none of the following ] › [ do_not_auto_merge ]
...
Actions
──────────────────────────────────────
Category Value
[ Notify by: Active webhook ] › [ Auto Merge Webhook ]
Key Value
────────────── ──────────────────
merge_rule_id (your Rule ID)Step 2: Tag the user profiles you want to exclude
Add do_not_auto_merge to the Tags field (left sidebar) on each user profile you want to exclude. From then on, Zendesk will automatically tag every new ticket from that user with do_not_auto_merge, so they're excluded going forward.
Step 3: Exclude the tag in your merge rule
In your merge rule's Conditions section, add a condition that excludes the do_not_auto_merge tag: set Tags to Excludes, then enter do_not_auto_merge. This ensures tickets won't be merged into a target ticket that has the tag.
With this in place alongside the trigger, both the incoming ticket and target ticket are excluded from auto merging.
Excluding users from views
If you're merging your backlog with scheduled jobs, you can still use the do_not_auto_merge tag in your view's conditions. It'll work fine for tickets going forward since Zendesk will keep tagging new tickets from those users as they come in.
The gap is with older tickets created before you added the tag to the user. Those won't have the do_not_auto_merge tag, so they won't be excluded by it. For those, you'll need to either manually tag the tickets you want to exclude, or use a different condition in your view (group, form, custom field, etc.) to filter out the unwanted users.