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I'd like to see an option to merge tickets where appropriate. We use emails to generate tickets, and it's inevitable that an occasional email reply generates a new ticket rather than appending to an existing one. We'd like the ability to merge the new ticket into the one that it should be part of.
And while we're at it, it would be great if merging does not break the links that were sent out via email -- that is, it can be accessed via either link.
And a related suggestion--
It would be nice to link tickets to prior ones that are "related" -- that is, same underlying issue but different incidents. For example, 5 users report a printing problem that turns out to be all related to the same print server. These could be marked as "related" and the same corrective action applied to the whole batch at once.