autoresponder emails from customers creating ticket loops | Community
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Greetings friends,

 

Wanted to put this out to the crowd to see what creative solutions folks have come up with.

  1. We are seeing ticket loops / duplicate tickets getting created when a customers support  / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle.
  2. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. 

Question: What have others done to help with that? Workflows? Tags?

 

Open to ideas and thanks in advance for the brain power

 Good article incase any others are looking for similar things and have not come across Bjorns post yet.

Hey so did you manage to solve this problem by just implementing Spam management? 

I don’t really see a way to solve that “loop” problem in my opinion. This seems to be most likely because Intercom is putting the conversation identifier inside the header of the mail, and most of the IT platforms are simply truncating this header when answering. The result is Intercom getting the same conversation with some kind of auto-answer inside, BUT without the identifier in the header… resulting of Intercom believing that this is a new conversation… triggering an auto-answer, and so on and so on. 

I don’t really see a solution to that unfortunately. 

Other systems include the identifier inside the email body, which allows them to find it afterwards even if the header of the email has been truncated. 

We have not 100% solved the looping issues specifically. The article had some great ideas to help but not fully solve. Being able to have some advanced spam options that include being able to ignore emails with certain headers would be ideal so we upvoted the related feature request and added our comments to expand on the feature request.

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