Hello @mailwarden 

There is an option in the Email Integration advanced settings:
"Incoming emails with SR number in the title will create new SRs."
If this option is enabled, it will automatically create new tickets instead of updating existing ones.

Unfortunately, we are unable to review the tickets referenced here. To further investigate the issue, we would need more information related to the environment.

Could you kindly provide us with a contact email and the account ID for your environment? Alternatively, you may create a ticket through our helpdesk for further assistance: https://helpdesk.sysaid.com/

Let us know if you need any further information.

Hi Laur Tudor, where can I find that setting? Please advise.

Reading through this:
Incoming Email Integration Form
 

*End-user replies added to existing service records

1. When SysAid incoming email integration receives an email, it scans the subject line. If a service record number is found (e.g. #XXX), SysAid checks to see if a service record with that ID exists. If it does, SysAid adds the email to the message log for that service record and updates the SR's status.
2. Therefore, if end users respond to emails sent from SysAid (without removing the SR# from the subject line), their responses go back into SysAid and are added to the message log of the appropriate service record.

In the admin settings its under Integration > Email > Select your email integration > Click on “Incoming Email” then there is a checkbox for “Update an SR based on last SR # in the email subject instead of the first”.