Notifications to customers for merged tickets

[robcar]

Dear OTRS Community,

suppose CustomerA, CustomerB and CustomerC all open a ticket for the same problem.
Then I have Ticket1 for CustomerA, Ticket2 for CustomerB, Ticket3 for CustomerC.
I merge Ticket2 and 3 to 1.
Now I solve the problem and want to notify all customers.
I thought that I could simply reply to Ticket1 and CustomerA, B, C automatically got the reply; but only CustomerA is listed in To: field. I have to manually add the other recipients.

Do I miss something or is it by design?
Thank you!

[wheelshot]

I wouldnt merge them personnaly. I'd link them together thought. With that said, you can do grouped action using the queue view by selecting them and click on the grouped action button. One thing though, im not sure the "Grouped action" feature is in OTRS vanilla or if its in KIX4OTRS addon.

[robcar]

Thanks for the reply.
I got Bulk action in Queue View, it has a bunch of interesting features that I'm going to investigate.
One of the functions is Merge to oldest which sounds super-cool, if only all Customer received a notification.
I haven't undestood how link works yet.

[wheelshot]

Links are mainly for logicial understanding of the tickets and their childrens, etc. Also to ease navigation between them.