[otrs] Duplicate Ticket Creation

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again! How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS? Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue. Usually they are just one number off from each other. Then when the agent responds, the sender has a ticket in New and one in Open (the original email). It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this? Thank you! Leah