tag:help.tenderapp.com,2008-11-12:/discussions/problems/573-auto-responder-wars-create-thousands-of-ticketsTender: Discussion 2014-03-25T20:31:00Ztag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T12:46:26Z2009-05-15T12:46:26ZAuto-Responder Wars create thousands of tickets<div><p>If you guys can automatically remove the offending tickets, we'd
love you.</p></div>miketag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T17:20:37Z2009-05-15T17:20:37ZAuto-Responder Wars create thousands of tickets<div><p>I removed the tickets. I'm going to look into why this
happened.<br></p>
<p>We do have some protections in place currently, but it's not
100% foolproof. First, we check if the email is listed in the Site
Settings (Site Settings => Email Settings => Sending and
Receiving, see screenshot). This is a simple check, but may not be
completely accurate. Even though we have
<code>support@tenderapp.com</code> setup, we could setup an
auto-forwarding rule in our email system that forwards
<code>help@tenderapp.com</code> to
<code>support@tenderapp.com</code>. It looks like you did this
actually, the To and Delivered-To headers are different.</p>
<p>The other thing we do is set a custom X-Tender email header.
Anything with that is skipped in the new discussion email
processing. However, your emails seem to be missing it. I wonder if
your forwarding mechanism is stripping the custom header? I'm not
sure what else we can do to prevent autoresponder time loops from
occurring.</p></div>ricktag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T17:25:52Z2009-05-15T17:25:52ZAuto-Responder Wars create thousands of tickets<div><p>Forgot the screenshot....</p></div>ricktag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T18:26:29Z2009-05-15T18:26:29ZAuto-Responder Wars create thousands of tickets<div><p>Thanks Rick,</p>
<p>I set up the tender forward emails like you suggest in the
screenshot.</p>
<p>Right now we are using Gmail to forward incoming emails to
specific tender addresses, see the other screenshot attached. Not
sure how Gmail handles / touches the mail, and if it would strip
the custom header or not when set up like this. hmm..any
thoughts?</p>
<p>Mike</p></div>miketag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T18:28:51Z2009-05-15T18:28:51ZAuto-Responder Wars create thousands of tickets<div><p>Not sure. I'll do some of my own tests. Are you using the gmail
auto-forward rule, or setting a custom filter?</p></div>ricktag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-15T18:38:25Z2009-05-15T18:38:25ZAuto-Responder Wars create thousands of tickets<div><p>Using Filters to set up forwards from various "to:" fields to
"tender+etc@tenderapp.com" addresses.</p></div>miketag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-19T13:15:01Z2009-05-19T13:15:01ZAuto-Responder Wars create thousands of tickets<div><p>Rick, we turned auto-responders on again after taking some
precautions, but to our dismay it went a lil crazy again. Is there
any way you can assist us with our queue? We have 2200+ in there
right now from this weekend, deleting them by hand is really
taxing.</p></div>miketag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-19T17:41:09Z2009-05-19T17:41:09ZAuto-Responder Wars create thousands of tickets<div><p>I delete a bunch of them, but I only saw one recurring title.
Let me know if there's anything I missed.</p>
<p>Those responses look like they're from customers of yours
actually. I'm a little confused about what's going on here
actually. These responses only seem to be from 2 customers. It
looks like something out of tender is contacting them, and their
autoresponder is contacting you. We may need some smarter logic
detecting repeat responses or something.</p></div>ricktag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-19T17:59:30Z2009-05-19T17:59:30ZAuto-Responder Wars create thousands of tickets<div><p>Yeah, It seems like our Auto-Responder is responding to their
Auto-Responder which responds to their auto-responder, etc.. They
are indeed real customers.</p></div>miketag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-19T18:12:21Z2009-05-19T18:12:21ZAuto-Responder Wars create thousands of tickets<div><p>Right, but I can't tell their autoresponses from regular emails.
Though, there is a <code>precedence: junk</code> header...</p>
<p>Now, I can go one route and skip anything with
<code>[Auto-Reply]</code>, <code>out of office</code>, etc, in the
subject. Or look for things that mark themselves as junk mail in
the headers... but I worry about skipping potentially important
emails.<br></p>
<p>One example of this is when we used to forward paypal receipts
to our email address. We filtered them out of the inbox, but then
issues would go unanswered because user replies to those receipts
would get filtered as well.<br></p>
<p>We'll definitely be adding a better mass-delete interface. And
from the looks of it, we may be introducing better email filters
too. In the meantime, you might be able to add filters in gmail
that direct autoreplies to another folder/label instead of to
Tender.</p></div>ricktag:help.tenderapp.com,2008-11-12:Comment/1686842009-05-19T18:25:29Z2009-05-19T18:25:29ZAuto-Responder Wars create thousands of tickets<div><p>Thanks for the tips, Rick :)</p></div>mike