"Email This Issue" - Incoming Mails rules and action configuration?

[Nasim Chowdhury]

Suppose we receive an email from the customer. In the email ,there are atleast two address in the "TO" field(including our service email). Now in the incoming mail handler we create some rules to set field and create issues if it is not available.

Now if we turn on the "TO" in the Add to Request Participants, and try to answer the ticket it will get both the address from the mail. How can i only extract the email address  from the "TO" that is not our service email? 

[Zoey Wang]

I dont think the App is smart enough identifying which emails to be added your non service mail.