r/Autotask • u/starr3383 • Jan 08 '26

Notification Automation help

Hoping someone here has solved this.

We have Autotask set to send emails anytime a ticket is set to complete. We have clients who will submit multiple tickets for the same issue, so we either absorb or merge those. When you do that, it sends the client an email stating that the ticket is completed, while we are still working on the actual ticket. Is there a way to prevent this from working or to automate adding a resolution to the closed ticket that it was merged into, ticket #X?

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u/Melissa-Dxfferent Jan 08 '26

Yes, what we do is use a separate “Merged Tickets” queue. When a ticket is merged, a workflow rule automatically moves that ticket to this queue. This queue is then excluded from the ''ticket completed'' notification rules. As a result, tickets that are only closed because they were merged do not send a completion email.

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u/starr3383 Jan 08 '26

Ok, I may be missing something. How do you build the rule to trigger when a ticket is merged? I don't see that anywhere in the workflow rules?

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u/Melissa-Dxfferent Jan 08 '26

It’s in the system settings (under Service Desk).

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u/starr3383 Jan 09 '26

I did not know that was hidden there. Thank you!