how to prevent creation of article when notifcation is send to email

[legajer]

Hello,

how do i prevent the creation of an article when a notification is send to an internal email address after receiving an external email?

So a ticket is created by an agent (in our case), a customer replies to this email.
Now a notification is send to our internal email address, this is good.
But now 2 articles are created, 1 for the notification that the customer replied, and 1 with the actual email.

How to prevent the creation of the article of the notification that the customer replied?
Only the article with the actual email is enough.
Because people are getting a kind of nuts of all articles created, which they can't actually use.

thanks for any solution.

Kind regards,
Legajer

[alexus]

I guess you need just to change your notification policy.

[legajer]

Thanks.
Could you be a bit more specific?
I need the Email notification but not the extra article.
How do i adjust that Notification Policy then?

thanks!