By default, Deskpro rejects duplicate emails from the same User that were submitted within a short period of time.
Example
If a User sends a message with more than one accounts in the To: or CC: lines (e.g., to both sales@example.com and support@example.com), two separate Email messages arrive into Deskpro. Without duplicate detection, this would cause two separate Tickets to be created.
In some situations, you may not want to reject duplicate messages (for example, if you’re accepting Tickets from an automated system). There is an option to disable duplicate detection in Channels > Email > Settings under Inbound Email Settings by turning off the slider:
You can see when duplicate Emails were rejected in Channels > Email > Incoming Log.
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