Within Teamwork Desk, you can manually merge tickets together when a customer sends in separate requests.
When viewing a ticket, select the Merge Ticket option at the top of the ticket thread.
A popup modal will open detailing other tickets received from the same customer's email address.
Collision detection is built in to the merge modal. When attempting to merge tickets, you can see how many people are currently viewing, replying to or adding a note to each ticket.
Choose the relevant ticket(s) by checking the boxes to the left of the ticket titles and then click Merge tickets.
The selected tickets will then be merged into one single ticket thread on the ticket you are currently viewing. Tickets being merged must be from the same customer, and merging cannot be undone.
Note: Any drafts or replies currently being worked on in the selected ticket(s) will be lost when the tickets are merged.
Tickets that are currently under review via the Training Wheels feature cannot be merged until they have been reviewed. These tickets will still be shown in the Merge Tickets modal, but will be grayed out.
For more information, see: Creating a New Ticket or Message