Hi @anandkjain,
I fully agree that this would be useful and I assume that this might become possible at some point, especially since HubSpot is working on the customer portal.
Another option might be a deduplication app. This is a shot in the dark, but you if find a way to deduplicate tickets by a custom identifier, this could imitate a ticket update (although it’s a merge). Insycle could be an option.
You could request this feature from HubSpot in the HubSpot Ideas section of the community. The product team reviews requests based on their popularity.
Let me know if you think this is helpful.
Best regards!