Znuny Open Source Ticketsystem

Good Morning. We are using OTRS 4 Free. We would like to be able to send a notification to our managers when a ticket has not been handled within 3 days. I can not find the setting. What am I missing?

These are tickets that our system creates for service updates. They have the same order #. Prior to our update, they were merged by OTRS. We did not have a 3rd party plug-in.

We are on 4.0.8 and are getting a lot of tickets duplicated that we did not have in our previous version (2.4.7). Is there a way to set OTRS to automatically merge the tickets that are the same together. It would be based off of keyword in the body of the email and not the title of the email.

I must be blind. I can not find that option in system config

We have recently upgraded from 2.4.7 to 4. In this version in new email ticket, when we link the ticket via Customer User, it automatically puts the customer's email address in the To: field. Is there a way to get rid of that function? We add the customer user to link that ticket to the customer and...