Merging duplicate tickets
When the same issue comes in twice (someone emails and then files the web form, or two people report one broken cart), fold the duplicate into a single ticket instead of working both.
Open the duplicate
Open the ticket you want to fold away and click Merge in its header.
Pick the ticket to keep
Search for the canonical ticket (same help desk) and confirm. Its replies, parts, and custom fields move onto the ticket you keep, repair cost is added in, and a device is adopted if the kept ticket doesn't have one.
Done
The duplicate is closed and hidden from the board, lists, and open counts, with an internal note recording the merge. You land on the canonical ticket.
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Merging is limited to the same help desk, since statuses and custom fields are defined per help desk.