About mail loops and Zendesk email

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29 Comments

  • Theo Drakakis

     

    If an email loop begins to occur, how do i prevent it from producing more tickets?

    1
  • Max McCal
    Zendesk Product Manager

    @Theo - 

    We prevent them by looking out for an extended sequence of messages from one user in a short time. If you suspect you're seeing one, though, you can delete or close tickets to prevent mail loops too. 

    0
  • Marrit

    Is there a way to make the fall-back of emails limited to 5 emails an hour?

    Because of summer in Europe, there are already about 60 users that we receive out-of-office replies from on some of our newsletters.

    60 x 30 tickets, is an awful lot of tickets that are closed automatically, but still count for our stats.

    Hope to hear if somebody knows a solution or work-around!

    1
  • Jessie Schutz
    Zendesk team member

    Hi Marrit!

    To the best of my knowledge it's not possible to change the limit as you've described, but if your primary concern is with skewed reporting there might be another solution. Do you have a trigger set up that automatically solves these tickets?

    0
  • Marrit

    Hi Jessie,

    Yes indeed, we auto-solve these tickets.

    I don't know if the best way would be to suspend these accounts, because some of them are linked to personal addresses. So in the case somebody writes us with a real question, it won't appear directly in our inbox.

    If you would have another option, that would be great!

    0
  • Marrit

    Hi Jessie, 

     

    Did you have a tip for the fact that our stats are skewed because of these auto-solved tickets?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Marrit! Sorry for the delayed response!

    My recommendation for this situation would be to set up the trigger that auto-closes these tickets to add a tag of some kind before closing it (ie: auto_close or ooo-close). Then you can just exclude tickets with that tag from your reports and voilà! Only the important stuff is getting counted.

    1
  • Marty Whitby

    It's disappointing to pay for an enterprise licence and then have the same email limit applied to the account as everyone else. There are differences in API call levels and emails should be treated in a similar manner

    Bells and whistles are good, but performing at the level paid for is a base-level expectation.

    0
  • Sean Cusick
    Zendesk team member

    Hi Marty,

    The limit is based on the tested presumption that an individual human sender would likely not send more than twenty emails in an hour, not so much that the customer of an Enterprise account would necessarily require any more than that. We have found that it is very rare that a human sends more than twenty support requests to any individual account in any given hour - anything more than that is almost always the result of an automated sender. If you have a use-case outside of what I've described here then would you mind opening a support ticket and mentioning my name in it, so that I can find out more about your scenario? We thank you in advance for your time. 

    0
  • Pond Zuza

    Note: This email loop can also occur between Intercom and Zendesk accounts. Zendesk handles Intercom-to-Zendesk email the same way it handles Zendesk-to-Zendesk email, as described in this section.

    0
  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Pond! 

    You're absolutely right! This type of loop can occur when Zendesk communicates with any other system that sends out automated replies. Good eye. :)

    0
  • Daniel Petersson

    Hello!

    One of our customers have started using Zendesk and sent their first couple of emails a couple of days ago from their account. Haven't noticed this before - most likely because none of our other customers is using zendesk themselves.

    What happens is this:
    Our customer is supporting their own customers which mean that someone is sending them an email saying i.e.

    1. "How do I solve X?" 
    2. Their support "forwards" this email by using the Target-function to us saying "our customer is wondering how to solve X?" 
    3. We help them by responding to the ticket 
    4. They in return get the email-reply back as a new ticket in their Zendesk
    5. They take this ticket and merge it with their existing ticket from the end-user

    The problem for them (and in turn us) is that in order to know what the original problem (from their end-user) was they need to have the full information in our reply back. And this information is supressed and Zendesk is only sending them our direct reply.

    How do we solve this in a smooth way? One solution would be that in each case of contact with this specific customer we use a macro with the {{ticket.comments_formatted}} string. But I would like to avoid this since it's a manual step which can (and will) be missed by our agents.

    0
  • Daniel Petersson

    I can also add to my previous post that they most likely don't want their end-customer to see the correspondence between us and their support which means they can't just add our support to the original ticket as CC.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Daniel!

    I'm thinking that having your customer set up a workflow using the Linked Ticket app or the Project Management App would be helpful. This will allow you to to work on a completely separate ticket, that's still linked to the original.

    Another thing you might consider is setting up a Ticket Sharing Agreement with them.

    0
  • Daniel Petersson

    Thank you Jessie!

    We decided to go with a one-way ticket sharing solution.
    A question (which maybe better in a ticket sharing thread but I'll try here) however:

    Can I in some way link a "sharing agreement account" to an organization? 
    I want all the shared tickets from this account to be part of an already existing organization since it's still the same organization - even if they started using zendesk :-).

    0
  • Jessie Schutz
    Zendesk team member

    Hey Daniel!

    An Organization is determined at the end-user level, so as long as the ticket requesters are in the desired Organization, that information will display properly.

    0
  • Christine Berry

    If we have been communicating via email for a ticket. Then the user sends in an email that updates the ticket, however, the agent responds directly with the email. The ticket is updated however it is orange and looks like it was internal only. Is the user getting these emails with an update on the ticket? 

    0
  • Sean Cusick
    Zendesk team member

    Hi Christine, It sounds like you might be describing this recent and necessary change in ticket update behavior: https://support.zendesk.com/hc/en-us/articles/360000829848-Update-to-Comments-by-Third-Parties. If that doesn't answer your questions for you, or if you have any more then feel free to open a ticket at support@zendesk.com so that an advocate here can verify and perhaps recommend alternate workflows. 

    0
  • Donny Michel

    Hi, 

    I  am not sure if i am in the right spot but I am getting duplicate emails sent to me when a new ticket is submitted.

    Also, emails are going to the email we signed up with (Hello@ourcompany.com) and we would really like to use (Support@ourcompany.com) for all support emails (send and receive). We do use Gsuite inside our office to send and receive email. 

    Can you point me in the right direction on how to set this all up? 

    Thanks, 

    - D

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Donny!

    The email notifications are being sent via your Triggers, so most likely you have two notification triggers set to fire when a new ticket is created (ie: notify agents in group and notify all agents). You'll just need to adjust or remove one of those to eliminate the double notifications.

    As far as your support email address goes, you can follow the instructions in this article to get that set up the way you want!

    0
  • David Kavanagh

    We're seeing e-mail loops with a different support system used in-house. Our It service desk forwards to our zendesk (my group) and 5 additional tickets being created as email replies go back and forth.

    How can I stop replying to specific e-mail addresses without blacklisting them?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey David,

    Is the issue that duplicate tickets are being created in your Support account? Blacklisting is the only way to reject emails or suspending the user profile that is generating these tickets. However, you can also use triggers to automatically close tickets that don't require a response. 

    Let me know!

    0
  • Oliver Knigge

    Hi,

    we also getting emails from external systems and sometimes there are more than 20 in an hour by the same user (Ticket creations, not updates). So I think the Fall-back limitations for ticket updates by a user in an hour caused the suspending of the following tickets. Whitelisting this email domain or user email does't help. These mails are sometimes really important and they need to be always allowed.

    How can we prevent this suspending? 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Oliver,

    This is hard-coded into the system so I'm afraid there's no way to remove this limit. You could try adding this email address to the whitelist to see if that helps raise the limit but that may not work in your case.

    More information here: Using the allowlist and blocklist to control access to Zendesk Support

    Let me know if you have any other questions!

    -2
  • Tuomas Savonius

    We also have an external partner that may send over 20 emails/hour. It is critical that we get these as tickets, and now there are 0 ways for us to get this (whitelisting the email don't change the 20 email limit)

    Please add a feature to allow a address to send unlimited amounts of emails without them getting suspended.

    0
  • Sean Cusick
    Zendesk team member

    Hi Tuomas, we are very sorry, but at this time we do not support the flow of automated email traffic into Zendesk. The email channel was designed exclusively for human-to-human communication. Adding a full email address to your Allowlist (Settings>>Customers>>Anybody can submit tickets>>Allowlist) does increase the allowed limits. For all other programmatic ticket creation needs the API or Channels Framework should be used, as they are currently the only channels that support ticket creation from an automated source.  

    0
  • Tuomas Savonius

    Hi Sean, this is human to human communication. The partner uses 1 email address for all external communication, and there have been many instances where the limit has been hit.

    How much does the allowlist increase the limits?

    I understand that this is a bit of a special case, but even so, I think it is a big oversight not being able to whitelist a few email addresses to ignore the limits.

    0
  • levati.luca

    I am also in "over 20"  situation.... It's very difficult for us, we have a lot o f suspended ticket, most of all caused by light agents/internal notes

    Imagine a light agent receiving in the evening a lot of internal notes, he start to work the next morning, sequentially answering to all mail from zendesk, passing the 20 mail limit in very short time.

    This is a big problem for us, we have several light agents working in this way

     

    Please help to find a solution or workaorund

     

    Thanks

     

    0
  • Ben Van Iten
    Zendesk Community Team

    Greetings,

    If the issue is being caused by a light agent, we would encourage them to work from inside of the Zendesk instance instead of sending those via email. This will get around the sending limits.

    Please let us know if we can assist further!

    0

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