Stopping Auto-response loops

Robin

Welcome to Zendesk.

The blacklisting option would suspend the tickets from contractors. You could then review the suspended tickets and delete the items that relate to automated responses. There is a risk of human error and the process is manual so probably not an option as you say.

Unfortunately, you can only whitelist and not blacklist based on the email subject. That would have solved your problem.

If you are on the Team Plan or above, you can edit your triggers to automate a solution.

Create a new Trigger with the condition:

• Ticket:Comment text contains the following string:xxx

Where xxx is something you can use to identify the automated response emails. This can either be in the subject or email body.

The trigger should perform the action:

• Ticket:Add Tags:automated_response
• Ticket status: Solved

Also add actions to set any mandatory fields that agents set before solving tickets. 

Place this trigger near the top of your trigger list. This ensures it fires before other triggers.

Now modify your triggers that send notifications to customers. Add the condition to the ALL section.

• Ticket Tags:Contains none of the following:automated_response

This will prevent notices being set to customers.

If you modify the notification trigger, your agents won't be notified as well.

Hi All,

I know this is an older post, but I wanted to recommend a solution that has worked for my setup. After working with other service desk programs that send automated confirmation emails, this solution did not work for us. Primarily because many of these auto generated emails had unique ticket numbers of various support systems, so it was hard to narrow down a trigger to exclude specific text. 

After months of trying different options, we finally nailed down a process that works. I created an organization and named it "Auto Loops". I added this organization to all records that have been getting stuck in the loops. Then I excluded the Auto Loops organization from our automated trigger emails. This has solved a lot of our issues, so I wanted to add on to this post. 

I hope this helps!

I have the same problem,

Why Zendesk doesn' stop loop :

for Example :