Send Email notification only to not in mail thread (cc'd address)

[PM TechArchitecture Team]

Hi,

After migration to the cloud, email notifications are sent to all involved customers even if they are in the email thread.

So the customers receive duplicated emails for the comments.

On the JSM server, the notification was only sent to the customers who were not in the mail loop.

How can I prevent sending notifications to the customers in the email thread?

Unfortunately, I cannot disable the customer notification at all because some customers are using the help desk to raise a ticket.