How to stop an email loop

Issue symptoms

When some of my users receive a notification from Zendesk, an auto-response sends a message back to Zendesk. This creates a new ticket, and continues in a loop.

Resolution steps

Some Zendesk end-user emails have automated replies set up in their email client. There are a few options on how to deal with this issue:

Option A - Use triggers to automate the fix 

1. Create a new trigger with the condition and actions below.
   • Condition: Comment text contains the following string | xxx. 'xxx' is a part of the automated response email text in either the subject or email body.
   • Action: Add tags | automated_response
   • Action: Status | Solved
   • Action: (any other actions to set required fields to solve tickets)
2. Move the trigger near to the top of your trigger list to make sure it fires early.
3. Modify your triggers that send notifications to customers with the following
   • Condition: Tags | Contains none of the following | automated_response
     This prevents new tickets from the auto-response sending to the email.

Option B - Blocklist

1. Add the email to your blocklist. Tickets will appear in the Suspended tickets view. 
2. Manually review the suspended tickets and delete those related to the automated responses. Proceed with caution, there is risk for human error within this process.

For more information about this and other mail loops and how Zendesk handles email, see the article: About mail loops and Zendesk email.