We are having ongoing issues with multiple tickets being created via user-emails.  It appears this is due to agents replying in the ticket with "Forward" rather than "Reply" - thus creating a new email chain.  This means that when the user replies back, Zoho parses the reply as a "new" issue and creates a new ticket, rather than updating the original ticket.

My question is, can we turn off that feature?  Can we remove the "forward" from the dropdown in the agent's view - just leaving "Reply" and "Reply All" as available options?