Main support Address is cc'd in other emails

Our Main support address that we are using in WHD is occasionally cc'd in support emails from our clients so we are aware of the situation at hand. This does not mean we will be handling, but we need to know of the updates.

Is there a way to make sure that a ticket is not created each time someone in the thread responds?

Example:

To: joe@abc.com; ted@abc.com

cc: support@123.com

subject: HMS support

We are on the phone with HMS - blah blah blah

THANKS

___________________

So - as the ticket is created by joe@abc.com,  and if ted responds to the thread, another ticket is created by ted@abc.com

Thoughts on how to avoid this?

THANK YOU!