Zoho support sent thousands of emails to our client base

I have had a very nasty experience with Zoho. And I just bought it today!
I setup the account to read in our support emails. For each email that it read in it sent email that it read in, it sent an email to the originator.
Now this same functionality was not working when we evaluated this system.

I was using a free system (osticket) before trying this out and it was able to identify which issues are new, yet this paid system doesn't seem to understand it.

I will not use this system unless someone can tell me what the hell is going on.

Anupam