Stefania La Licata

Hello! I have a question regarding custom fields and merged tickets. 

We have created specific categories/sub-categories etc with my team to manage our tickets. These categories.sub-cats etc are “fields” within the “Objects and Rules” section. 

Now what we want to do is to set up an automation. When the ticket is merged by a member of the team, we'd like the custom fields to automatically be assigned to a specific category/sub-category (e.g. category “Merged ticket” that we'd create on our end). 

Is that possible with the current tool? 
Thanks. 

Stefania

Hello! How can I automatically CC an external email when a specific end user contacts my Support team?