We are having the same issue. Here is the scenario;Customer opens a ticket and we have 8-10 responses back and forth with no issue. Then a new ticket is created from his next response. The only noticeable difference is the below in the body; On Dec 26, 2014 1 PM, XXX Support <email@example.com> wrote:The subject line is exactly the same as all the previous responses except it has"Re" at the beginning.Also, looking at other instances of the same issue, it appears what they all have in common when a new ticket is opened is the following at the end of the users email body;" On Dec xx, 2014 1 PM, XXX Support <firstname.lastname@example.org> wrote: "It seems that the logic that tells OST to check the subject line if the message ID is missing is not working correctly. We deal with very technical issues via our support system and can have many responses back and forth in a short time. Needless to say, this issue is impacting our support efficiency. I understand that this is a "free and open source" product but am thinking about trying to push for an allotment to purchase a support contract. However, if this issue has not been "identified" yet, I am concerned that there wouldn't be a fix even if we did purchase a contract.So, is the consensus that there is something that has been modified or "messed up" in the code that is causing this or is it in the original code "out of the box"?Thanks for any insight.