Merge tickets was a highly requested feature to REMOVE and REPLACE with Relating tickets. There are a number of reasons and to remember them all from so long ago would be difficult. But, one of the primary reasons is how it would make Reports completely inaccurate. There were a number of issues when Custom Field data was different from Ticket to Ticket. The ability to Merge a ticket resulted in a removal of another ticket or the change in the overall data submitted by the customer. This resulted in SmarteTrack not following certain compliance and auditing requirements.
There are a number of other reasons, but these were some of the more common problems and caused the shift to Relating all data in the system. We also liked our original concept of Merge but changed on numerous long and drawn out discussions with customers. This request is Declined based on this information and asI remember other reasons, I will post them.
Lastly, a very common request is to have an Organization level in SmarterTrack that all tickets, chats, calls etc. can be related to. You would define an Organization like ABC.com in your system and all their different phone numbers, emails etc. You will be able to report on that organization and see how much traffic occurs on a week, month, year basis etc. The more you define about the Organization, the more data that will be automatically associated to the Organization. This allow you accurately report how much an Organization may contact you or cost you over a day, week, month, year etc! By looking at the Organization, you will also be able to see duplicate tickets or the number of times you needed to relate tickets or communication. You will be able to see all that history and maybe the individuals within that organization that do this on a repetitive basis and now be able to contact them and change that behavior. And more importantly, the ability for certain people within that ABC.com Organization to see what others are requesting within the Organization to help avoid duplicate requests!
Hope this helps,