service desk opening duplicate issues for the same email

Question

when we open tickets through email collector in service desk.  the Re: response emails are also creating NEW tickets.

Technology Solutuions Unit _Forest Fire Management · Answer

I'm having this exact same issue. Duplicate tickets are being created from the one email request. JIRA SD is only receiving the one email request as per the logs. - Terry

Gerry Tan · Answer

Does JSD receive duplicate emails? Check the mail log via JIRA Administration > Applications > Email request (under JIRA Service Desk) > View log (under Email addresses).