This is the scenario:
When our clients submits an email requests to our queue, we use "reply to customer" to ask for information.
Our client added more people to the conversation and they commented, creating multiples duplicate tickets per each reply.
We need to find the cause of the duplicates and what we can do to prevent them.
@Michael Gomes: Yes.
Jack's any my replies in this thread could be helpful: https://community.atlassian.com/t5/Jira-Service-Management/Email-creating-multiple-tickets/qaq-p/1603010
Let me know in case you've got it fixed (or need help).
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