The Inbox — Two tickets for one problem (2)

The two records are deliberately not merged into one. Two records have two sets of values and two histories, and any rule for folding those together throws away something somebody typed. The thread marks where the conversations join, with Undo beside it: press it and the messages go back and the ticket comes out of the Trash. A customer who replies to the old address still reaches you — their reply follows the merge onto the ticket that has the conversation. Split from here, on a customer's reply, does the opposite: that message and everything after it move onto a new ticket carrying their address and nothing else. Not a status somebody set about the old problem, and not an owner who closed something else.