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One email coming into 2 different mailboxes — Cloud Customer Connect
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One email coming into 2 different mailboxes

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Summary:

We had a recent scenario where an email came into 2 different service mailboxes. One was listed in the To and one in the CC. Only 1 incident was created and based on the rules that were applied, it seemed to be the mailbox that was cc'd. Does anyone have any insight on how this works or if this is expected behavior?

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