I HAVE NOTICED AN ISSUE WHILE CLOSING A TICKET NO.100 ,ONCE CLOSED THE CLIENT REPLIED TO HELPDESK (APPRECIATION MESSAGE)AND THE SYSTEM CREATED ANOTHER TICKET NO.101
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Look under Setup- Email - Options
check this setting
If you don't want a new ticket created set it to "Reject E-mail"
Additional if you use exchange, filter via a rule those ticket emails which have "closed -->" in the subject that are an reply to an email to stop them getting pushed back into the WHD.
Oscar89 might also be right that if the subject has been changed by the client and no longer has the ticket XXXXX in the subject then the email option above will apply
regards
Chris