Ticket Merge Notification Improvement

When Neo merges duplicate tickets, we configured a customer-facing merge notice to be added to the source ticket when it is closed to say “this ticket is being merged into <Destination Ticket>.

After some testing and feedback I would like to reverse that so that the customer-facing merge notice is sent from the destination ticket so if they reply, they’re going to reply to the master open ticket. This keeps the active incident’s history and communications in one place, especially when the destination represents a wider multi-user/higher severity issue.

Feedback from agent chat:

Not in this workflow’s current notification action. Its supported settings control delivery mode and message wording, but provide no runtime selector for the merge destination; the prior run confirms it notified source ticket. Changing the instruction to say “post on the destination” would change the wording only, not the ticket it writes to.

The Merge Ticket action exposes the destination to the merge itself, but not as a dynamic notification target for Notify Ticket’s Contact. See Merge Ticket and Notify Ticket’s Contact.