Excellent help, Joao!

I believe the problem is with Outlook and the Message-ID header. If I send emails from a webmail client (Yahoo) they all import. When I send from Outlook it looks like the first one imported and the rest fail. Eventum is doing what you said, it thinks all emails from my outlook are the same because they don't have Message-ID set in the header.

I can't be the only person with a body of users on Outlook. How have others dealt with this issue? It seems likely that any one of my outlook users may send multiple support emails. If the system only read their first support email then I am going to have a bunch of unhappy customers.

Thanks! -e