Email reply loop with another helpdesk
Hello,
Yesterday we experienced an email reply loop with another helpdesk system. It seems one of our employees emailed a system and cc'd our TDX service desk as well.
Their system responded with an email to our TDX that a ticket had been created.
Our system responded our automated "thank you for submitting a ticket" reply.
Their system responded that a ticket was created.
And so on.
We stopped it by deactivating the email monitor for a few and deleting the tickets. There were about 30 of them.
Is there a way we can prevent something like this in the future? We stopped it fairly quickly because it happened during the work day, but our concern is if happened on a weekend or even at night, we might have had thousands of tickets.
We've been using TDX for about 5 or 6 years now and this is the first time something like this happened.
-Jim
Answer (1)
Hi James,
Do you mind submitting this as a support ticket so we can take a look at the emails and tickets in question? It'd be helpful if you could also include the email monitor IDs on that ticket so we can take a look.
Thanks,
Brittany Renn
TDX Support
Unfortunately, I deleted everything thinking it might help the problem. All tickets and emails from the email monitor.
I was just wondering if something like this had happened before to anyone else and maybe there was a standard setup that could be used to help keep it from happening.
Like I said, its the first time something like this occurred in 5 or 6 years, so I don't think its something to worry about.
If it happens again, I won't delete the tickets or emails.
-Jim - James Moyle Fri 10/4/24 1:53 PM