Hi Thierry,
Great points!
If the customer is using CTI integration the incoming phone call will be shown in the Live Activity side pane. That side pane includes an automatic ticket search, which allows the agent to select and edit an existing ticket, rather than creating a new one.
For the scenario in which multiple customers call to complain about the same issue, the recommended approach would be to create different tickets and group/link them to a common "parent" ticket. This is partially possible via Follow Up, and we plan to improve it going forward.
Being able to link tickets should also reduce the need to merge them, which is not planned at the moment.
Kind regards,
Gab