Natively identify and/or merge duplicate items

It would be incredibly helpful to have a built-in option to highlight - or even better, merge automatically, duplicate items/items that match in a column.
Working on setting up a customer support board and the only big drawback is that i’m getting a new item created when someone replies when I just want it to create an update and change a status. I might have figured something out, but this still brings up the need for a “merge duplicates” or “nest duplicates” feature