Removing To or CC Addresses from Desk Ticket

Removing To or CC Addresses from Desk Ticket

I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email.  For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results in multiple emails; being notified (one as a helpdesk group and the other direct email).  If you don't catch this in the ticket and remove the address; then when responding via REPLY ALL, it automatically emails the user and those who were included on the original ticket email.  This is a big nuisance and was hoping there was a way to either intercept the email at the time of delivery and remove these addresses or in the helpdesk itself.  Even if the answer is a complicated deluge script, I will take the time to do it... 

Example of what I am dealing with attached.  On this ticket, if using REPLY ALL, it will go to the sender and the 2 others who were copied on it, both part of the support team, who are already notified of the ticket by being part of the group.  I don't expect we can stop this at the time of submission, but subsequent messages would be a huge win.

Thanks in advance!


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