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Duplicate 'Case Received' Auto-Reply Loop

Duplicate "Case Received" Auto-Reply Loop

Problem

Customers and agents observe that the standard Salesforce-to-Freshdesk case acknowledgment email is being sent repeatedly and recursively for a single support request. The ticket subject line accumulates many appended copies of "Case Received" (e.g., "Case Received - Case Received - Case Received - …"), and the ticket body contains only the boilerplate auto-reply with no actual customer problem statement. This is an automation/integration issue between Salesforce case creation and the ticketing system, not a customer-facing product issue.

Diagnostics

  • Check the ticket subject line: Look for the characteristic repeating pattern "Case Received - Case Received - Case Received - …" appended many times. A normal acknowledgment ticket has a single "Case Received" in the subject.
  • Check the ticket body: Confirm the body contains only the standard BitGo Inc Support Team auto-reply boilerplate and no actual customer-reported problem. The boilerplate reads: "Hello there, We would like to acknowledge that we have received your request and a case has been created."
  • Check the Salesforce case number prefix: These tickets all carry SF# case numbers (e.g., SF#00171800 through SF#00171914). Verify the SF case number is in the affected range or follows the same pattern.
  • Check the creation timestamp: The affected tickets in the evidence were all created by the same automation user (ID 158009540847) within a narrow window on 2026-02-09 between approximately 20:17 and 20:21 UTC. Look for similar burst patterns.
  • Check for a linked parent case in Salesforce: Determine whether there is an actual customer request behind the SF case number, or whether the case was created purely by the loop.
  • Confirm no customer content exists: If the ticket contains only the auto-reply and no customer message, there is nothing to action from a support perspective until the underlying request (if any) is identified.

Resolution

Scenario: patience-sincerely-inc-thank#auto-reply-loop

Trigger: Ticket subject contains many repeated "Case Received" strings and the body is solely the standard BitGo Inc Support Team auto-acknowledgment with no customer content.

Signals: Case Received loop, duplicate auto-reply, SF# ticket, repeating subject line, no customer content, automation user 158009540847, boilerplate only

Steps:

  1. Do not reply to the customer from the looped ticket — the repeated auto-replies have already generated unnecessary noise.
  2. Look up the corresponding Salesforce case number (the SF# in the ticket subject) in Salesforce to determine whether a real customer request exists behind it.
  3. If a legitimate customer request exists in Salesforce, locate or create a clean ticket for it and respond to the customer from that ticket. Merge or close the looped duplicate.
  4. Mark the looped ticket as closed/spam/duplicate in Freshdesk so it does not inflate queue counts or SLA metrics.
  5. If you observe a burst of these tickets (dozens created within minutes by the same automation user), escalate to the Engineering/IT Operations team responsible for the Salesforce-to-Freshdesk integration. Provide:
    • The date/time range of the burst (e.g., 2026-02-09 20:17–20:21 UTC).
    • The SF# case number range affected.
    • The automation user ID (158009540847).
  6. Engineering should investigate the integration rule or trigger that is re-processing its own "Case Received" outbound email as a new inbound case, creating the recursive loop.

Notes: - All 50 sample tickets in this cluster are identical in structure — none contain an actual customer problem. The entire cluster represents an integration malfunction, not a customer issue pattern.

  • Resolution confidence on all source tickets was rated "medium" because the auto-reply was the only content; there was nothing substantive to resolve.
  • Until the root cause in the SF-to-Freshdesk integration is fixed, these bursts may recur. Agents should bulk-close them rather than processing individually.

"Hello there, We would like to acknowledge that we have received your request and a case has been created. A support representative will be reviewing your request and will send you a personal response (usually within 24 hours). To view the status of the case or add comments, please visit Record Link Thank you for your patience. Sincerely, BitGo Inc Support Team" (ticket #90137)

Related

  • none identified — This cluster is an internal automation defect, not a product or customer workflow issue. No existing KB articles directly address Salesforce-to-Freshdesk integration loops.