In some cases, a customer may have more than one email (a personal email, and a company email for example.)

If a Service Desk administrator creates a customer profile for the company email, the Service Desk requests will be associated with this user profile.
If the customer sends an email to Service Desk with his personal email, it will create another user profile, and will have Requests different requests associated with each user profile.

As a Service Desk Administrator, I would like to merge the customer profiles, to avoid confusion when a customer have more than one email, then the customer will be able to see requests from both profiles.