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?
subject: HMS support
We are on the phone with HMS - blah blah blah
Thoughts on how to avoid this?