When a contact replies to a notification, Zendesk opens a new WhatsApp ticket. The merge rule combines this ticket with the most recent ticket that Impulsis created for the same contact. This keeps the conversation in a single ticket.
In Auto-Tickets, click New Rule and then Ticket merge rule (edit).
- Max ticket age (hours): only merges if the Impulsis ticket was created within this time period. The default is 24 hours.
- Allowed statuses: statuses that the target ticket must have (by default, new, open, and pending).
- Tag to add on merge: tag added to the merged ticket (optional).
- Internal comment on merge: internal note recorded when the merge occurs (optional).
- Click Save Changes.
Tip: if a merge does not occur, open the Automation Log. It displays the reason, such as "Target ticket status not allowed".
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