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how to automate rules for merged tickets in this video well take a look at how freshdesk detects merged tickets and how to perform various actions on these merged tickets using automations email notifications are usually sent when a ticket is resolved or closed as are csat surveys these notifications are for tickets that are resolved or closed and not for merged tickets which are duplicates so now well set up an automation rule that excludes merged tickets when email notifications and csat surveys are sent to do this well set up two automation rules one for sending the notification for normal tickets another for adding a unique tag to merged tickets let us assume that the survey will be sent when a ticket is closed in this case navigate to admin click email notifications then requestor notifications and toggle off the notification named agent closes a ticket next navigate to admin then automations and then ticket updates create a new rule and give it a name say merged tickets under