Hi muser, the only way I could imagine that this would happen, is if her "From:" email address is different than the "Work Email" address in her Helpmaster client profile. If the emails matched it should use the existing Helpmaster Client, if they don't match, a new Client would be created in Helpmaster. I hope that explains what is happening there.

Regards,

Dennis

Ok. We tracked down the cause of this problem. The client's mailbox was renamed instead of being recreated. On the surface this seems to be a fine idea but it leaves a legacy identifier in the Active Directory object of the client under their old name. Helpmaster still saw this old reference. After deleting the object and the mailbox entirely, we created a new one with the new name and this seems to have sovled the problem.