Merging duplicate tickets

Customers often write twice, or reply from a second address. When that happens you end up with two tickets about one problem.

Open the newer ticket, choose Merge from the ticket actions and pick the target ticket. All messages move into the target in chronological order and are marked with the number of the ticket they came from, so the audit trail stays intact. The source ticket is closed.

Merge in the direction that keeps the conversation the customer is actually reading. If they replied in the newer thread, merge the older one into it. After merging, send one reply so the customer knows which thread to continue.