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Not consider Email history for specific mailboxes configured in system

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Hello,

We have a mailbox configured in system that allow the automatically creation of SR, raised proactively by internal users in name of the customer. Nevertheless, in the same SR, the users reply to the customer and all of the historic of the email that was created proactively is included in the email reply received by the customer. Has workaround, the user are creating a new SR just to send reply to the Customer.

Is there any way to configure / define that, for specific mailboxes, the inbound message should create the SR as internal note instead of customer entry?

Thanks in advance.

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