About mail loops and Zendesk email

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3 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.

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  • 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

     

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  • 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!

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