We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy with the resolution which is to contact our Outlook Support. We did the  pilot in May and didn’t see the issue before. Please check the case #1925 which had the contact from “cc” reply and it was added to the original case and was not created as another case.