11 Sept 2020, 05:55

hi @Sanjeev . the portal can not merge tickets automatically . Agents are able to do that . ;Therefore , it will not not be risky.
For example , customer sent a mail and ticket generated . Agent replied and follow the ticket. Customer sent a new mail with the same problem but subject is different . in this case, new tickets generated with different id . So, customer has one problem but , there are two tickets in the system . in this case, agent can merge these two tickets.
customer previous tickets is ok, but not solve the issue .
before we used the manage engine support service software , we were able to do that .