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Looping Email Auto Responder

edited Nov 22, 2019 10:30AM in CRM 1 comment

Problem:

1. Customer emails my company with a standard question and a case is created.

2. My company sends our auto responder to say we have received the inquiry and will be in touch shortly.

3. The customer has an auto responder that replies to our auto responder saying thank you for your email, we will be in touch shortly.

4. We have entered a loop that is not stopping. Each email they send is opening a new case and we are manually going in to each one to close it.

I need to take care of this issue and I was on with NS support for 45 minutes for them to only say that this may be a defect. The person I spoke to was not helpful whatsoever. Has anyone ever encountered such an issue? If so, or even if you haven't, does anyone have any ideas on how we can get out of this looping email issue?

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