How to stop email auto response loop

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9 Comments

  • MARIA LOGAN

    I am periodically in suspended tickets, because relevant customer tickets go straight to suspend.  So I have to go into settings/people and unsuspend and then go back into suspended and recover.  Is there a way to keep this from happening?

     

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Maria, 

    Possible solutions will depend on what's causing those tickets to get suspended. 

    - Do the tickets that keep getting erroneously suspended have anything in common? (domain they're being sent from, subject, etc.?) 

    - Do you have any triggers that act to suspend tickets that might be firing on things you don't want them to? 

    - Are the tickets that are getting suspended coming from the same users all the time?

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  • Stephanie Hong

    Is there a known workaround for suspended tickets related to 'netsuite' emails? Because many of our core customers use netsuite to send us critical updates- the fact that these always go into suspense is one of the biggest drawbacks for us using Zendesk Support over another ticketing system. We have to spend time and effort on hourly checks of the suspended queue as otherwise we would be late in responding to time-sensitive asks.

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  • Karen D Snyder
    Community Moderator

    Hi Stephanie,

    When you open the suspended ticket, it shows the suspension cause and a link to an article explaining all the suspension causes. That may help you understand why these tickets are being suspended.

    Also, to avoid the suspension, you could try whitelisting the domain that the netsuite emails are arriving from, as explained here.

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  • Stephanie Hong

    Hi Karen,

     

    Here is an example of a 'netsuite' email that is flagged as an Automated response email.

    For us this is a critical order needing to be processed & confirmed.

     

     

    The Zendesk article on this here.... sounds like X-Netsuite emails are flagged for suspension... I don't know how to work around this without it being a drain on manual resources to do so, as well as constantly running the risk of accidentally deleting or being late in response to a customer that uses netsuite to send us orders/ updates, etc. 

     

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  • Karen D Snyder
    Community Moderator

    It looks like the netsuite emails don't come from a particular domain, so you can't try whitelisting?

    I see that X-NetSuite is specifically listed in the article as causing suspension, so I guess you can't configure netsuite to not include problematic headers. Maybe Zendesk Support would have a suggestion?

     

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  • Jonathan Stanwood

    Not that anyone asked my opinion, but I will offer it as a consumer. Some of these auto replies are ridiculous. I think it's bad enough when I email somebody and I get an empty email saying, "We got your email and will reply." I guess if you must do that that's okay, but some systems when I reply to that, I'll get another meaningless reply that says something like, "we have your reply and we will reply to you." It's really almost ridiculous and I have steered away from businesses that have their zendesk set up that way because it's just too annoying.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Jonathan - 

    Thanks for sharing that feedback. We may not have solicited it, but we do always appreciate hearing from our users. I'll pass this comment along to the appropriate product manager. 

    You are also always welcome to post in one of the product feedback topics in the community: 

    https://support.zendesk.com/hc/en-us/community/topics

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  • Jonathan Stanwood

    Thank you, I actually tried to find this subject in the community but this was the closest I could find. I will look again.

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