Hello,

We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department:

1. If a new email - will create one new ticket in each department

2. If a reply - will create a new ticket in the wrong department, while also adding the response to the existing ticket

Is there a way to prevent this, or eventually write an automation to detect and delete a new duplicate ticket?

Any help would be welcome.