issues with email piping

Hello
I am using a paid version of the extensions on one of our client sites which has experienced a few issues.

we have used email piping on our client site which is facing the issues listed below
1. email response that was sent 48hrs is getting added to the ticket every 5hrs hours in spite of duplicate emails not being sent by the user leading the agent to get duplicate notifications
2. user when they reply to a new ticket created notification so additional details can be added to the ticket using the email piping feature get the notification
that “new ticket cant be created through email” this notification doesn’t appear in the logs

this functionality would work before the version 3 update, please let us know how this behavior can be avoided or what is triggering it. we have opened tickets on your website but haven’t heard anything conclusive other than long wait times.

I haven’t found any conclusive resources either on documentation of the website which seems to be old I have contacted the team about updated documentation or their aren’t any youtube walkthrough videos on this particular add-on extension or on the website
please suggest how any issues or additional issues about this add-on can be addressed

Therese is some vague info on the faq about email piping not working please expand on it

The page I need help with: [log in to see the link]