Understanding Mail Loops in Zendesk
What is a mail loop in Zendesk?
A mail loop occurs when two systems automatically reply to each other, creating a never-ending cycle of emails. This can happen when a ticket is created in Zendesk Support and an automatic notification is sent, which then triggers another automatic response from the receiving system. This cycle continues until someone intervenes. Mail loops can also be triggered by updates from APIs, ticket sharing, or other interfaces, leading to continuous notifications.
To learn more about mail loops, you can visit theoriginal Zendesk article.
More related questions
How does Zendesk prevent mail loops?
Zendesk employs several strategies to prevent mail loops, though not all loops can be stopped. Measures include suppressing automated notifications for Zendesk-to-Zendesk emails, maintaining a partner addresses list, using unique support addresses,…
What happens when Zendesk receives an email from another Zendesk account?
When Zendesk receives an email from another Zendesk account, it creates a ticket or threads the reply into the original ticket. Automatic message triggers are suppressed to prevent mail loops, but notifications generated by agent actions are still…
Why are unique support addresses important in Zendesk?
Unique support addresses are crucial in Zendesk to prevent mail loops. If a user has an email address that matches a support address, it can create a loop where notifications are sent back to Zendesk, generating more tickets. By ensuring support…
How does Zendesk handle bulk mail and no-reply addresses?
Zendesk does not create tickets from bulk mail or no-reply addresses by default. These emails are often suspended to prevent mail loops. If necessary, you can add these addresses to the allowlist, but automatic notifications will still be…
What are the fall-back limitations for ticket updates in Zendesk?
Zendesk limits the number of updates a single user can make within an hour to prevent mail loops. The limit is set at 20 emails per hour, with the next 20 updates being suspended. If more than 40 updates are received, additional updates are…
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