# Support ticket issues **URL:** https://meta.discourse.org/t/support-ticket-issues/383296 **Category:** Support **Tags:** email-in **Created:** [September 19, 2025, 2:53pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296 "2025-09-19T14:53:03Z") **Posts on this page:** 1 **Showing post:** 10
### Author: ![tobiaseigen](https://sea3.discourse-cdn.com/meta/user_avatar/meta.discourse.org/tobiaseigen/32/539204_2.png) [@tobiaseigen](https://meta.discourse.org/u/tobiaseigen) #### Post date: [September 25, 2025, 2:40pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296/10 "2025-09-25T14:40:42Z")
> [@tknospdr](#): > > This is kind of an important point as for some reason, when one of our clients responds to topics, instead of making a new post, it makes a whole new topic that I cannot merge. Oh, I see you are right it is related after all. In case you didn’t know, when merging messages you can copy the topic ID number from the URL of the message you want to merge into, into the “Existing Message” field. Can you try that and see what happens? > [@tknospdr](#): > > So why is this happening, and how do I fix it in the future? Take a look at the email addresses in the raw tab. They should look something like this: [incoming+b249a23e7e545288e8dac00808ba154c@YOURDOMAIN](mailto:incoming+b249a23e7e545288e8dac00808ba154c@YOURDOMAIN) If instead you are seeing a different email address, eg the one for starting new topics by email in your category, then that is the culprit. There’s nothing that can be done on the Discourse side to fix that - you’d have to take it up with the people you are communicating with or just live with it and move the replies manually as I suggest above if you want to keep them together. --- _[View the full topic](https://meta.discourse.org/t/support-ticket-issues/383296)._