Every time someone replys it creates a new ticket ,.... and there is no way to merge it.
Email titles have never merged?It's based on message-id in the email headers. And if that fails on the Ticket # if included in the subject.
I reported the same problem, without luck :(http://forum.osticket.com/d/discussion//email-messages-do-not-merge-in-osticket-v1-10-rc-3
I think found a workaround:https://github.com/osTicket/osTicket/issues/3440