The Inbox — Two tickets for one problem

Somebody writes in twice, or buries a second question in a reply. Both are ordinary, and both leave the queue saying something untrue about how much work is waiting. Merge, above the conversation, moves this ticket's messages onto another one you pick, in order, interleaved by when things were actually said. This ticket then goes to the Trash — it keeps its number, its fields, its response-time clock and its history, and Trash restores it. Nothing on the surviving ticket is overwritten: not a field, not the owner, not the status, and not its deadline.