Automation of merging and closing a ticket with the same email body as a rule

I’m reaching out to request help with an ongoing issue in our ticketing system that’s creating a high volume of duplicate tickets from the same sender/email content.Scenario / what we’re seeing

• Since 2025, we’ve received 51 duplicate tickets.

• From those, we were only able to link 4 unique emails from the same sender—meaning the majority of duplicates appear to be generated from repeated/identical email bodies rather than clearly distinct new messages.

• This is creating extra manual work for our team (triage, deduping, and closing), and it also increases the risk of responses being split across multiple tickets.

What we’re requesting
Could you please advise on a solution to prevent or automatically handle these duplicates? Ideally, we’d like one of the following options (or a recommended alternative):

• A rule/automation that detects identical email bodies from the same sender and merges them into the existing open ticket, and/or auto-closes the duplicate.

• Guidance on any existing settings (e.g., conversation threading, deduplication, mail parsing rules, or merge logic) that we can enable to stop duplicate ticket creation going forward.

If helpful, I can share examples of the duplicate tickets and the matching email content so you can see the pattern.