Experiencing delays when merging tickets and contact creation

We have been experiencing a delay for about a week. When merging tickets, the secondary ticket will remain Open instead of Closing. When scrolled over, a popup states that it is 'closed and merged with ticket xxxx'.

Also creating a new contact, it will be accepted, but not be available to link. If created again, the error is received that the email address is already used.

Hello Ray,

This seems very peculiar to your account. I've created a support ticket to troubleshoot this effectively.


**updates from the support ticket ** 

The issue was because of a custom observer rule to re-open a ticket if a Private note was entered (the intention was for inter-company communication)