Jack Royal-Gordon

A common workflow for me is to answer and mark as "solved" a ticket for a customer, only to see another ticket from that customer on the same issue. Oftentimes it is just checking on the status of the first request, but they wrote a separate email which resulted in a separate ticket. I'd like to close and merge the newer ticket with the older ticket, but the older ticket NEVER shows up as one of the selections for merging. I have to go out, find the ticket number of the earlier ticket, then come back and enter the ticket number. It seems to me that if there is a recently edited/answered/etc ticket FROM THE SAME CUSTOMER, that should be a priority to display as a choice in the dialog, certainly over tickets originating from completely different email addresses.