Duplicate Tickets - Randomly Consistent

Hey there,

We've been having an issue with duplicate tickets. It happens for a period then stops, then starts again. We have over 50k tickets and 100k comments on tickets. Just want to ensure that size of Tickets stored wouldn't impact how the Service Desk would function, it being based off of SharePoint lists and all.

I've reviewed some other tickets but they don't seem to really answer why we would be running into this duplicate issue. Below is our setup in the settings with our e-mail.

Thank you for taking a look!

Hello! Your colleague Jamie raised a support ticket on the same issue. I added you to CC of the discussion. Once the issue is resolved, I will post its summary to this topic.