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Replies posted by chris.loe

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rinchContributor
posted in Archives - Freshdesk

How to prevent a bounce back loop?

This isn't a Freshdesk specific comment, having worked with many email ticket/case systems in the past this is an age old problem. You can put defensive rules on the provider side to detect certain subject titles and sender attributes in order to prevent multiple ticket creation, almost like to trying to treat it as a DNS attack.  In my experience though it can still happen even via human error so my approach is to once a loops is spotted deactivate the auto response momentarily to break the loop. In our FD instance we also haven't used the platform wide notification we've built dispatcher rules at group level, so if the loop is in one group, we can turn that one off without affecting all customers.  

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6 years ago

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