I have never in all my years of using osTicket seen a case where a single email will both open a new ticket and update an existing ticket.Do you have osTicket configured to check more than one email address? Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.Version of osTicket?Email setup / Settings?