How to automatically set the target (survivor) ticket back to 'Open' after a merge

When the Merge Tickets app merges one ticket into another, it adds tracking tags and a merge comment to the ticket(s), but the target ticket’s status may remain whatever it was (for example: Pending, On-hold, or Solved).

To automatically reopen the target ticket after a merge, you need to create a standard Zendesk Trigger that detects the merge and sets the status to 'Open'.

Set up the Zendesk trigger

1. In Zendesk Admin Center, go to: Objects and rules → Business rules → Triggers. Click Create trigger.
2. Name the trigger something like: Reopen target ticket after merge.
3. Configure the trigger conditions as follows:

Meet ALL of the following conditions

• Ticket > Tags → Contains at least one of the following → <MERGE_TAG>
  • Replace <MERGE_TAG> with the actual tag the app adds when a merge happens.
• Ticket > Comment text → Contains the following string → <MERGE_COMMENT_SNIPPET>
  • Important: Use “Contains the following string” (and not “Contains at least one of…” as shown in the screenshot).
  • Replace <MERGE_COMMENT_SNIPPET>  with a unique piece of text from the merge comment, which the app writes.

Meet ANY of the following conditions

• Ticket > Status → Is → Pending
• Ticket > Status → Is → On-hold
• (Optional, if you also want this behavior for solved tickets) Ticket > Status → Is → Solved

4. Add the following Action:

• Ticket > Status → Open

5. Click Create trigger in the lower right corner

   
   

How to find the right tag/comment text

If you’re not sure what <MERGE_TAG> or <MERGE_COMMENT_SNIPPET> should be:

• Open a ticket that was recently merged by the app and check the Tags and the internal note/comment that was added during the merge. The app uses tags/comments for tracking and reporting.

Quick tip

If you have other triggers that set statuses, place this trigger above them (higher priority), so it doesn’t get overridden.

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