TicketMerge event doesn't work how I expect it to

[Varsas]

Hi.

I wonder if someone could help, I have the following situation:

Ticket A comes in
Agent 1 makes themself responsible
Ticket B comes in
Agent 2 merges Ticket B with Ticket A

In this case I would like Agent 1 to get a notification.

I have set up the following event notification:

Name: 'Notify responsible if a ticket is merged'
Validity: valid
Event: TicketMerge
Recipient (I have selected myself from the list)
Recipient: Agent (Responsible)
Recipient email address: (my e-mail address)
Subject: 'Ticket Merge'
Text: 'Your ticket has been merged'
Notification article type : email-notification-ext

This is for testing, the recipient needs to only be the 'responsible' agent in the final version, and I'll amend the text to include the ticket details.

With this set to 'valid' merging a ticket (as parent-child) does not produce a notification, depite 'merged' being present in the history of the ticket.

I have also tried keying off the event notification, catching the internal notes with 'merged' in the title, but that doesn't seem to work either. I have plenty of other notifications that do work.

What am I doing wrong?

Thanks in advance!