In a corporate environment, we have multiple groups with distributed lists that consist of numerous members. Whenever a member of these groups responds to an email that already has a ticket in Atera, a new ticket is created, with the same subject as the previous replies and this sender is added as a requester. As a result, we end up with many tickets for the same issue.

To avoid this problem, we would like all replies to be added to the same ticket, even if a member of the distributed list is included as CC. We want the replies to be displayed in the same thread as they appear in our inbox when we have it configured in the conversation layout. This way, we can keep track of all responses in a single loop instead of having multiple tickets for the same issue.