New ticket: I get a copy of the e-mail when I create a ticket from it.
If you get an e-mail in the inbox that you want to convert to a ticket manually, click on the Folder HelpDesk button in the Outlook toolbar. Then the e-mail gets converted as it should.
Do NOT copy and paste or drag the e-mail from the inbox to the Folder HelpDesk folder. It will be converted into a ticket, but Folder HelpDeskwill also create en e-mail copy there.
Open tickets are not shown in Outlook.
Add-in: Missing Folder HelpDesk add-in / Opening Outlook