Avoid Clashes With Other Ticket Systems / "Feedback Loops"

[RSwitonski]

Hi all,

We use hubspot service hub's support ticketing function and like many companies, we send an automated response when a new ticket is made.

Some of our clients communicate to us keeping their support emails in CC and there is often a "feedback loop" of automated emails from our ticket system into theirs eg. a new support email comes in, hubspot sends our automated response which triggers theirs in turn once more.

Has anyone got any suggestions on avoiding this? I was considering adding the relevant email addresses to the auto repsonse as an "ignore rule" but am open to other ideas.

[StjepanGrcic · Accepted solution]

Hi @RSwitonski 

I only think if you know which clients ""keep their support emails in CC" you can create supression lists of that email addresses and that way prevent on sending the automated email to their ticket system. 

Cheers

[RSwitonski]

Hi Stejpan,

Yes that was the only thing I could think of, maybe this is the way forward 🙂

[MiaSrebrnjak]

Hi @RSwitonski,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @Jnix284, @BukunmiOdetayo, @StjepanGrcic, do you have any ideas how one could prevent the loop of automated emails that @RSwitonski described above? Thank you!

Cheers
Mia, Community Team