We recently sent out emails to a client of ours who had an auto-responder set up. Each time the auto-responder replied back to us, FreshDesk would automatically make a new ticket (even though the subjects were always the same). When that happened, FreshDesk would reply back to them with an automatic response, which would once again make their auto-responder reply back.
There are a few email headers which should be able to be used for this: http://stackoverflow.com/questions/154718/precedence-header-in-email as well as automatic detection of things in the subject line such as "Auto Response".
Closed for Voting
Prevent Auto-Responder Wars
This happened again and caused one of our clients to get over 1000 emails before it stopped. This makes us look very bad and if it continues means we can't use FreshDesk anymore. Any idea when this can be fixed?
This is good to hear that it has been fixed. I was just wondering about this today since we've had all auto replies turned off in Freshdesk for fear of this happening.
This is great but I still have an issue with my overflow call centre as they don't want the auto replies. Is there a way to suppress the auto replys for one or more spcific email addresses or domains?
I must admit, I'm a little apprehensive of having auto-replies turned on too!
What I think would be useful are 2 things...
1) To add in a custom field a specific set of text which automatically adds any replies that include that specific text to that ticket in Freshdesk. This would allow for any 3rd party ticketing systems to automatically respond and add to our tickets in Freshdesk. Having this option when merging tickets would be useful.
2) To add in a 'blacklist' of email addresses (with the option of using wildcards) to the system so that any emails from a specific email/domain will not automatically reply. A new ticket may still be created but no response will be sent back out. If item 1 is implemented above, a new ticket may not need to be created.
If the above are available already, please do let me know.
Thanks,
Jon.
Ok, I can see that the Dispatch'r can go some way to having the 'blacklist' option but the first item would be handy. I guess the Dispatch'r could do this as well but somewhat cumbersome??
This is still a problem. I just had to delete 1000 tickets that were automagically generated when Freshdesk got into a war with one of my agent's email vacation auto-reply.
My workaround was to add some conditions to my Dispatch-r rule that assigns tickets to agents so it won't assign a ticket if the subject or description contains a phrase like "OUT OF OFFICE" or "If you need immediate assistance"
Most ticketing systems have a feature that prevents auto-responder wars by reading the X-BEENTHERE field in the message header or limiting the number of automatic replies sent to the same recipient within a 15 minute period. Considering that this feature request was submitted two years ago, I'm surprised that Freshdesk doesn't include this feature.
http://stackoverflow.com/questions/18265476/understanding-email-headers-x-beenthere-and-x-field
https://support.desk.com/customer/portal/articles/1167831-preventing-an-email-war-email-loop
http://en.wikipedia.org/wiki/Email_loop
Hi Jeff,
My apologies for the for the inconvenience, 1000 auto generated tickets sounds extremely annoying. We are looking into this issue, will give you an update soon.
Thanks
Samyuktha
Is that fixed? I'm always getting into this situation when my helpdesk team need to send an e-mail to some other support tolls like freshdesk, zendesk, etc...
This problem is still happening. Today, Freshdesk incorrectly generated 125 new tickets because one of our agents had his vacation auto reply enabled.
Vijay Shankar said 3 years ago: "We apologize for the inconvenience. We will fix this immediately."
This is a pretty darn disheartening thread to read when we were looking for a solution to this exact problem. Needless to day, it is still happening. Any chance of an actual fix on this in under 3 years?
We're having the exact same issue today with hundreds of emails produced by an auto-responding war between us and another helpdesk at a different company. I submitted a ticket to support@freshdesk.com so I'm sure they will respond to me there. Hopefully eventually the auto-responding loop issue can get fully resolved.
I got the same problem, when user do an automatic reply due to "out-of-office" or sth, a new ticket will be created, which we don't want. The workaround to me is to create a Dispatch'r Rules to delete the ticket which contains the wording in subject "Automatic reply" (or sth else ... )
Hoping there will be a solution.
Yes I have done the same as Hoihing.liu. When a OOO reply comes back the Dispatch'r rule will delete the ticket and not notify of new ticket. The only issue is that it still increments the ticket number so if the last ticket was #100 and an OOO comes in the next genuine ticket is #102 and not #101, may not be an issue with some organisations but it would be helpful if there was another rule that could be specified that prevented adding +1 to the ticket number when such events occur?
+1
Just had an email war start firing off tickets. I had to disable all email responses to requesters to break the cycle.
We just had a standard Outlook Out of Office message generate a ticket response. Is a dispatcher rule our only option?
Is it possible to mark a ticket to not make any more replies? I'm still getting this issue with some auto-notifications from a ticket that's quickly racked up hundreds of replies.
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