service desk opening duplicate issues for the same email

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

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Gerry Tan Atlassian Team Oct 10, 2016

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

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

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