I have this problem in that our employees love to include our service desk in a large email chain that becomes a conversation. We've attempted to convince them not to include anyone but the service desk on an email to the service desk, to no avail.

In addition, when we get this long chain and people start replying and forwarding, it becomes impossible to manage.

I've previously requested more control over the inbound email. We know we can use the spam filter, but we want to alert the users with an auto-reply that will let them know their response was rejected.

In the meantime, what options do I have?

1) I'd like to be able to move everyone buy the request from a request so that the next time a tech hit's reply, he doesn't get anyone in the 'cc line. Is there a way to strip the ticket of cc'd individuals?

2) Does anyone have any suggestions for preventing this from coming in?

Thanks,

Adam