About mail loops and Zendesk email



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Sean Cusick

Zendesk Product Manager

Edited Mar 19, 2025


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hi 1263082333209!

 

i got to this article via your post here about emails from netsuite being intentionally suspended to avoid email loops. since our accounting team uses ZD to intake invoices, we run into this daily.

 

just so i understand, the concern is that if ZD sends an auto-response to the requester, like “thanks for your request!” to netsuite, netsuite might send back their own auto-response in a similar fashion, correct? if so, is sending the email to the suspended queue stopping the auto-responses from happening all together? i'm just unsuspending these (and not changing the requester in anyway), and as far as i can tell, we've never run into an email loop. (and i've seen non-netsuite “but clearly from some sort of ticketing system” auto-responses get suspended accurately as well.)

 

i'm trying to wrap my head around why suspending these is preventing the loop if i'm only going to unsuspend it. i've thought about using the API to auto-recover these & others (i keep a spreadsheet of safe-but-commonly-suspended senders so my folks know what's ok to action) to save myself wasted time, but i dont want to inadvertently cause a giant problem. 

 

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1263082148149 

 

Awesome! This will hold us over until we update our processes. Thanks!

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Hi Carmelo,

We can offer a temporary workaround. Instead of adding the domain, you can add the sender's email address to the allowlist (see Using the allowlist and blocklist to control access to Zendesk Support), which causes the email rate limit to increase by a factor of ten. This means 20 emails allowed per hour could potentially become 200. But we would recommend testing this since this might be an unsupported workflow. 

Thank you, and we hope that this helps moving forward!

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Hi 1263082148149 ,

 

Thanks for replying so quickly. I don't want to get too detailed here on a public forum, but these are not system generated emails, these are legitimate orders from some of our larger resellers. So,  this can potentially block many thousands of dollars of sales per day, so it's a big problem.

 

As for the APIs - yes we certainly would like to set that up for them, but  A) this is a new team that still needs to work while we plan and roll that out, and B), you can lead a horse to water, but you can't make it drink (a lot of these sales people are old school).

 

I was posting here in hopes that there was an easy setting or config in the admin center to account for this. I'll take this up with my account exec.

 

thanks,

Carmelo

 

 

 

 

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Hi Carmelo,
 
Upon checking, adding a domain to the allowlists would not override the 20 emails per hour limit. Would you mind explaining your use case? Why do you need to receive multiple (20 or more) emails in an hour with a specific email domain?
 
A core principle for Zendesk and the email channel is that it's designed for end-users to send email communication. Meaning, an email is supposed to be a channel for actual people to send emails, not just to receive system-generated or no-reply messages. So the only supported way to get those kinds of notifications into Zendesk is to not use email at all and instead go to the source and set up an integration to push that information to Zendesk via the API.

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1263082148149 or anyone else @zendesk

Does added a domain to the allow list override the 20 emails/hour limit?

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Hello Zendesk Team,

unfortunately I receive a lot of tickets which are important to me but as they have similar subjects and content, a lot of them are being suspended as email loop. Allow List solution doesn't work for me, do you know any way to solve that issue?

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Hi Julie,
 
Are you using another system to send those no-reply emails and forwarding them to Zendesk, or are you using external forms that use the no-reply address and send it to generate a ticket?
 
We would suggest asking your system administrator or IT team to investigate how the email headers are processed when forwarded in Zendesk from the no-reply address.
 

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Hi Gabriel, 

Duplication of tickets only occurs with a requester with noreply address, though the emails coming from that noreply address are legitimate. I'm wondering, if the email headers of the forwarded emails to Zendesk is not correctly process why does it only happens with a sender with noreply address and not with other addresses.

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Hi Julie,
 
Duplication of tickets occurs when your mail provider doesn't correctly process the email headers of the forwarded emails to Zendesk. For your reference, kindly refer to the following article:
 
Why do I see duplicated tickets in my account?
 
I hope that helps. Thank you!
 

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