KACE Product Support

I have recently deployed the K1000 to our Environment. The Service desk Module is setup to send and receive mail. The Mail is not being forwarded via a Transport Rule, nor is the email being sent to the Kace via a foward. The email that is hitting the Mailbox is the exchange mailbox that was setup and is the alternate email address for Kace Service desk. When the mail arrives at Service desk, it is being deleted from the Mailbox on the Exchange Server and not staying in the Inbox. However, when a forward is setup to keep an copy if the email in the Mailbox, duplicate tickets are generated in the Kace. What I would like to be able to do is keep email in the Mailbox as well as have it generate a ticket in the Service Desk. Am I missing something about being able to keep email in the Inbox as well as get it to generate in the Kace?