When old emails in the mailbox are changed to unread status, it's creating unnecessary tickets. This was a bug identified in older versions and the issue was fixed in version 4.93.00 and higher.
If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.00, upgrade your instance to the latest version.
- For Kayako Classic (Download), to upgrade your instance, please visit the Upgrading or Downgrading Your Kayako Classic Download article for guidance.
Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.