Kace Helpdesk creates a new ticket when someone on the CC list replies to the original email, and any subsequent emails.

Looking for how to fix this.  I have already dug through every setting that I can think of.  Any assistance with this is greatly appreciated.

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  • Does the email they receive include the [TICK:<ticketid>] in the subject? - chucksteel 2 years ago
  • We are facing the same issues over here. Users that put multiple users in CC including our servicedesk mailbox. Each time when they hit "Reply All" a new ticket will be created since the initial mail does not contain ticket ID in it. Quite frustrating. - maartenvlasblom 1 year ago

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