While merging tickets, is it possible to change the content of the auto response?

Modified on: Tue, 11 Jul, 2017 at 9:26 PM

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

Pro

Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Estate Omnichannel Tick mark

Forest Omnichannel

Omnichannel (classic)

Growth Omnichannel Tick mark

Pro Omnichannel Tick mark

Enterprise Omnichannel

Although the text that is added as a private note when two or more tickets are merged cannot be modified automatically, it still can be modified by the agent manually, by using the "Edit Note" option, while merging the tickets.

The Agent will also be provided with the option to add it as a public note that would be visible to the requester.