When merging into another ticket, the message automatically sent to the customer is always in English. There's no way to localize this message into the recipient's language. (ZD support ticket #5702258.)
Currently the message reads:
This request was closed and merged into request #0000001 "Ticket Name Here".
We serve 11 major languages around the world. One of our largest markets is the Arabic-speaking world. In that region alone, we perform hundreds of ticket merges per day. Given the volume, asking our support agents to use a special macro while merging isn't a workable solution. Our non-English-speaking customers do not understand the merge message.
Customers do not understand the message in English, but they do see that the issue has been marked "solved" on the customer's "My Requests" dashboard. Given they don't understand that their issue has been merged, we often hear from customers who say we are ignoring them.
At minimum, please localize the language. Ideally we could use the Dynamic Content system inside the merge message so that we could provide the customer with more context for what's happening.
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