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When using imap fetching, recently two tickets are generated for the same fetched email. Each ticket has a different tracking ID, one of them works fine, the other fine we get ticket not found... users get two email notifications for each ticket.
I checked the fetched mailbox and there's only 1 email received per ticket, so not sure what's wrong... all tests for imap etc run fine.

Hard to say what is going on without seeing the help desk in action and testing it.

Do you by any chance have two copies of Hesk running, each pulling from the same mailbox (changed servers recently)? Or IMAP and POP3 fetching active at the same time?

Yes, recently changed server.. Oopsie, looks like hesk was still active on old one... thanks for your help.