About mail loops and Zendesk email

Return to top

8 Comments

  • 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.

    1
  • 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

     

    1
  • Ben Van Iten
    Zendesk Digital Resources 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
  • Chris S.

    Hi - Zendesk already identifies (via the above mentioned flag within the ticket..."this comment auto generated from another ZD...") 

    How can we identify these for tagging/triggers etc? We get tons of tickets where we have sent an informational email in a new ticket then we get an auto-reply from the receivers Zendesk asking us to rate their service

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Christopher,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, unfortunately, at the moment it cannot be selected from the conditions available inside the triggers. The following flag that was mentioned in the article is hard-coded into our system, and unfortunately cannot be defined right now in triggers/tagging. The triggers that were mentioned in the statement above refer to the existing and available "Received at" trigger condition which is defined by selecting the specific support email address. 
     
    I would highly encourage you to post this as product feedback on our Zendesk Support Feedback page
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
     
     
    0
  • Chris S.

    Hi DJ Buenavista Jr. - Are there plans on the roadmap to address this? If ZD is able to identify and update the ticket with the message, then you should also be able to able to feed this info elsewhere ... like add a tag for example. 

    9 times out of 10 these auto-reply messages would have been filtered as spam if they originated outside of ZD, so it is strange that you have chosen to prioritize and force these into people's instances. 

    1
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Christopher,
     
    Thank you for the update. We don't have any information as of the moment, but you can get an update or information if you can post this as product feedback. 
     
     
    Kind regards,
     
    -1
  • Sylvia King

    Commenting here to add that the Fall-back limitations for ticket updates by a user in an hour rule has consistently been a pain for our company. As we grow, we have customers and suppliers that will often send over 40 emails in the span of an hour (Fedex.com notifications, for example). We spend many man-hours recovering these suspended tickets and it often results in delayed information, which impacts our customers' experience. I really hope there is a fix in the pipeline that allows us to "whitelist" certain domains that can be excluded from this email loop rule.

    1

Please sign in to leave a comment.

Powered by Zendesk