Have distinct "Merge" and "Close as duplicate" functions
The current function for merging tickets is not doing what I (and my co-workers) would expect it to do. Basically what it does is to close the current ticket as a duplicate. It is not doing a "merge" literally.
We would need a real merge function in order to cope with following frequent problem (here as a sample)":
Tickat A "Cannot print"
- Customer question: "I cannot print from your application."
- Support answer: "Are you sure your printer is switched on?"
A day later the customer answers, but for one reason or another his/her answer creates a new ticket, for example because the customer used a slightly different email thread name.
So now we have a ticket B "Still cannot print" with the content
- Customer question: "I switched the printer on but it still doesn't work.
Using the current merge function does not help here as Ticket B is not a duplicate, but a follow-up of Ticket A. I would want Ticket B to be removed and Ticket A extended by the content of Ticket B. (This is what "merging" literally means.)
If there is already a way to achieve this, please let me know.
