How does the merging process work?

Will the app merge all existing tickets when I save the configuration, or only new ones?

The app will only merge new incoming tickets that match your configured rules. Existing tickets won’t be merged retroactively.

Will the merged ticket’s comments show in the destination ticket?

Yes. All comments from the merged (source) ticket will appear in the destination ticket as a separate internal note.
If you want to include the source ticket’s description directly in the merge note, use the placeholder {{ticket.description}}.

Can I include the source ticket’s comments in the merge note?

Yes. Simply update the merge note template within the app and use the dynamic placeholder {{ticket.description}} to include the source ticket's description.
                                 

Need help or want to learn more about Knots automations?
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