When an agent merges tickets, the secondary tickets are closed automatically. Is it possible in the onTicketUpdate event to detect that the ticket has been merged into another one?
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You could check for onConversationCreate events with “This ticket is closed and merged into ticket xxx” in the body.
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Hi Jamie,
Good solution. Thanks. Do you know if this event fires before the onTicketClosed event?
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sorry meant onTicketUpdate event
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Not sure, sorry! I would hazard a guess that the conversation event would be passed to the app after the update event.
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Thanks Jamie. Need to do some tests but good idea.
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