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Automatic Record Creation rule and user email tracking on same email

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We have ARC rule on which creates incidents/cases in Dynamics 365?

What if our customer send email to and (both in to-field)
User tracks the email to company when he reveive the email?
What we experience is that email dissapear from case timeline and is only tracked to company... in some way logic that not two emails is created in Dynamics, but cause problems because customer service then don't find the email.
How can we overcome this issue?