Multiple tickets not created

We enabled the feature in our production environment a few days ago, after some brief (but successful) testing in our sandbox. 

However, we are seeing emails sent to multiple support email addresses that only have 1 ticket created. I created a support-ticket, but was redirected here for support. 

In the one successful instance, the email was sent from an external email address, while in the unsuccessful instances the emails all originate from company email address (most  of which are end-users, but also at least one light agent).