It did indeed seem to link and notice that there were multiple tickets for a single client (e-mail) but even after entering a phone number against one ticket, it didn't appear against the other(s).
What is the development process for osTicket? (apologies if it's already clearly stated on the site somewhere). i.e. if I was to make a mod to handle "customers" would it be possible/likely to merge into the core version?
Similarly I spotted the "time spent" mod which i'm keen to use. Is this likely to be merged into the core version?
Or should I just fill out http://osticket.com/support/contact.php(http://osticket.com/support/contact.php) and ask?