Add CC to rules

Your actual problem is broken autoresponders and there are a couple of things you can do to improve the situation:

1) Make sure that, under Admin > Email Notifications, the subjects of most of the notifications include the string [#{{ticket.id}}] in the subject line ( only a couple of administrative notifications like 'User Activation Email' and 'Password Reset Email' should not contain that string in their subject ). Doing that enables Freshdesk to use subject based threading to match incoming emails to existing tickets if the other methods of threading fail.

2) Create a Dispatch'r rule to delete autoreplies: Conditions [Match ANY of the below] { [Description] [Contains] [I will be out of the office in the period], [Description] [Contains] [This is an automated message], ... }, Actions [Delete the Ticket]
Deleting automatic replies helps avoid an autoreply loop and is most useful when the autoresponder is so broken that does not provide Freshdesk with enough data to match the automatic response to the original ticket thread, resulting in the creation of a new ticket which will trigger another autoresponse etc. Be VERY careful and try not to shoot yourself in the foot, when selecting the text to much in [Description] [Contains]. If you provide too broad a text you may also delete legitimate incoming emails.


PS: IMHO Freshdesk does the right thing for avoiding automatic responses to new ticket email notifications, by adding the following headers:

Auto-Submitted: auto-generated

( ref: https://tools.ietf.org/html/rfc3834 , quote: Automatic responses SHOULD NOT be issued in response to any message which contains an Auto-Submitted header field (see below), where that field has any value other than "no". ) and

X-Auto-Response-Suppress: DR, RN, OOF, AutoReply

( ref: https://msdn.microsoft.com/en-us/library/ee219609(v=exchg.80).aspx )

However, many autoresponders are broken and ignore these headers.

Some platforms have "creative" ways to deal with that ( example: https://support.desk.com/customer/portal/articles/1167831-preventing-an-email-war-email-loop ) and perhaps Freshdesk should consider something like that. Freshdesk could also consider adding a 'Precedence: list' header ( which is not entirely unjustifiable ) to notification emails.

 

+1

Hi,

Yes I agree people don't follow the rules so therefore FD's triggers should be adjusted to suit real world.

Thanks

Dan