How to limit duplicate ticket merges to follow-up tickets only

If you only want to scan and merge follow-up tickets (i.e., tickets created from closed ones), you can easily set this up by adding a condition to your trigger.

To do this:

1. Open the Admin Center in Zendesk.
2. Navigate to Objects and rules > Triggers.
3. Find and open the Ticket Parser trigger that was created by the app.
4. In the trigger conditions, add the following:
   • Ticket > Channel | Is | Closed ticket

This condition ensures that the trigger only runs on follow-up tickets, preventing unnecessary scans on newly created or unrelated tickets.

This setup is useful if your use case involves identifying duplicates among tickets that are reopened by end users or created as follow-ups to previously resolved issues.

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