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
- Create a new trigger with the condition and actions below.
- Add condition > Object > Ticket > Comment text contains the following string | xxx. Here, xxx is a part of the automated response email text in either the subject or email body.
-
Add action
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Object > Ticket > Add tags |
automated_response
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Object > Ticket > Status | Solved
Also add any other required actions to solve your tickets.
-
Object > Ticket > Add tags |
- Move the trigger near to the top of your trigger list to make sure it fires early.
- Modify your triggers that send notifications to customers with the following
-
Add condition > Object > Ticket > Tags | Contains none of the following |
automated_response
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Add condition > Object > Ticket > Tags | Contains none of the following |
Option B - Blocklist
- Add the email to your blocklist using this format:
reject:name@domain.com suspend:name@domain.com
. Tickets will appear in the Suspended tickets view. - Manually review the suspended tickets and delete those related to the automated responses. Proceed with caution, there is a 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.