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?
You could check for onConversationCreate events with “This ticket is closed and merged into ticket xxx” in the body.
Good solution. Thanks. Do you know if this event fires before the onTicketClosed event?
sorry meant onTicketUpdate event
Not sure, sorry! I would hazard a guess that the conversation event would be passed to the app after the update event.
Thanks Jamie. Need to do some tests but good idea.