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Two systems replying to each other forever. Zendesk prevents most cases, and knowing how explains several behaviours.
How a loop starts
You send an automatic acknowledgement. The recipient's system sends an automatic reply. That creates a ticket, which sends an acknowledgement, which produces another automatic reply.
Left alone this runs until somebody notices, and the somebody is usually a customer with a thousand messages.
What Zendesk does about it
- Automated mail is suspended. Out-of-office replies and delivery notifications do not become tickets. This is why an out-of-office does not reopen a ticket.
- Mail from your own Zendesk addresses is recognised, so two Zendesk accounts writing to each other do not loop.
- Repeating messages are detected and cut off.
Where loops still happen
- A trigger emailing an address that forwards back into Zendesk. The most common one you can create yourself.
- A shared mailbox with its own auto-reply that Zendesk does not recognise as automated.
- Two ticketing systems at two companies, each auto-acknowledging the other.
What to do if one starts
Deactivate the trigger first, then work out why. Every minute of diagnosis is another round of messages.
Afterwards, add the other address to your blocklist or fix the forwarding, and tell the customer what happened rather than hoping they did not notice.
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