Duplicate Tickets Created by CC Recipients in HR Helpdesk

Summary:

We've seen many other customers asking this question of Oracle Helpdesk going back as far as 2023, however resurfacing this issue as I see that Oracle has declined the Idea that was posted in 2025. I'd like to know how other customers are overcoming this issue. Are they turning off the inbound email channels altogether, or has anyone seen success with filtering out duplicates using different rules?

In Oracle HR Helpdesk Email Channel, duplicate tickets are created when employees or someone copied starts replying to the original email instead of responding back to the acknowledgement email.

1. Employee sends email to HR helpdesk copying other employees in the email.