Suchi, i think more info is needed here. What do you mean by "associated email id"? Are you saying that duplicate tickets are created if a customer (user) creates an issue via the email channel? Is this a recent development where previously things were working fine or has it been doing this since day 1?
Thanks for clarification. The first thing I would check is to see if only a single email is actually in the email inbox vs. two emails. Secondly, I would check the settings for the Mail Handler. See the thread to the right under Related content "Multiple Tickets from the same Email Alert". If everything works, and no one chimes in here soon with the answer I would recommend opening support ticket w/ Atlassian.
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