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Looping problem between helpdesks

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Andreas

27 Jun, 2011 07:12 PM

Hi

We had a problem today where we added a client support email adress as watcher on a discussion,
then their helpdesk started email our helpdesk which emailed them back and resulted in
300 new discussions in our tender and 300 new discussions in their helpdesk.

Can we have "disable autoresponder" as action in discussion filters or something to prevent this?
Or can your incoming email detector do some magic to prevent helpdesk loops?

Thanks

1. 1 Posted by Amanda on 27 Jun, 2011 07:31 PM

   

   Andreas,

   We do have safeguards in place to prevent these "autoresponder wars". There must be something specific about your situation that we haven't accounted for. If you can provide me with the offending address I can block them from your site.

   • Edit

2. 2 Posted by Andreas Cederst... on 27 Jun, 2011 07:35 PM

   

   Hi Amanda,

   I in this case it was support+id<ticketid>@<clientname>.zendesk.com

   I suggest that you just block any automatic emails from zendesk.com

   We have a pile of examples in our trash if you're intressted to examine the situation futher but I already deleted most of it.

   Best Regards,
   Andreas Cederström

   ______________________________
   Chief Technical Officer

   BEEPSEND AB
   Adelgatan 19
   211 22 Malmö
   SWEDEN

   Tel: +46-40-600 75 00
   Fax: +46-40-600 75 11

   Internet: www.beepsend.com (http://www.beepsend.com)
   Follow us on Twitter: @beepsend (http://twitter.com/beepsend)

   Andreas Cederström
   E-mail: [email blocked] (mailto:[email blocked])
   ______________________________

   • Edit

3. 3 Posted by Amanda on 28 Jun, 2011 07:30 PM

   

   Andreas,

   I don't have a way to block a entire domain. Are you still receiving a large volume of responses from this problem? Can you provide some examples so we can try to prevent this from happening in the future.

   Thanks!

   • Edit

4. 4 Posted by Andreas Cederst... on 28 Jun, 2011 07:32 PM

   

   No, they blocked us instead. lol. But this might occur with other clients. Hence it would be good if there was an action in discussion filters to disable auto responders.

   Have a nice day Amanda.

   Best Regards,
   Andreas Cederström

   ______________________________
   Chief Technical Officer

   BEEPSEND AB
   Adelgatan 19
   211 22 Malmö
   SWEDEN

   Tel: +46-40-600 75 00
   Fax: +46-40-600 75 11

   Internet: www.beepsend.com (http://www.beepsend.com)
   Follow us on Twitter: @beepsend (http://twitter.com/beepsend)

   Andreas Cederström
   E-mail: [email blocked] (mailto:[email blocked])
   ______________________________

   • Edit

5. Amanda closed this discussion on 09 Aug, 2011 07:35 PM.