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.