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My Service Desk will get tickets via Fresh desk and their Support email is involved in the ticket.
Due to this my service desk is creating Duplicate tickets whenever Freshdesk email replying on the email thread.
How to restrict it.
Fresh desk replies comes with the subject [EXTERNAL]..
So I want to Exclude tickets with such content in the summary.
Thanks in Advance
To be able to have a granular control over what email to accept and reject, you can use an add-on to do this.
You can utilize a regex and then filter out text in the subject or even body.