Scoutinternal

Duplicate 'Case Received' Auto-Acknowledgement Loop

Duplicate "Case Received" Auto-Acknowledgement Loop

Problem

Customers and agents observe that the automated case-received acknowledgement email from BitGo Inc Support is sent repeatedly — sometimes 15 or more times — for a single inbound support request. The ticket subject line accumulates cascading "Case Received" prefixes (e.g., "Case Received - Case Received - Case Received - …"). The body of every message is identical and contains no substantive support response; only the standard auto-acknowledgement text is present. This appears to be a system-level automation issue rather than a customer-facing product problem. The cluster represents approximately 8,973 tickets, all exhibiting the same pattern.

Diagnostics

  • Check the ticket subject line: Look for the characteristic repeating pattern "Case Received - Case Received - Case Received - …" in the Salesforce case title. A single occurrence of "Case Received" is normal; multiple concatenated occurrences indicate the loop.
  • Check the ticket body: Confirm that the entire content of the ticket (both problem description and final resolution) consists solely of the standard auto-acknowledgement template with no actual customer problem statement or agent response.
  • Inspect the created_by field: All observed instances were created by the same automated user ID (158009540847). Verify whether the ticket was created by this automation rather than a human agent or customer.
  • Check timestamps: The affected tickets were all generated within a narrow time window (e.g., 2026-02-09 20:15–20:20 UTC in the sampled batch). Clusters of auto-ack tickets created seconds apart from the same automation user indicate a looping trigger.
  • Check for an underlying original case: Determine whether there is an original Salesforce case (with a real customer inquiry) that spawned the loop. The SF case numbers (e.g., SF#00169147, SF#00171797) may point to the originating request.
  • Review automation / email-to-case rules in Salesforce: Look for auto-response rules or process builder flows that fire on case creation or case update events, which may be re-triggering themselves when the acknowledgement email generates a new inbound reply.

Resolution

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

Trigger: Ticket contains only the standard "Case Received" auto-acknowledgement text repeated in the subject and body, created by automated user ID 158009540847, with no underlying customer problem statement visible.

Signals: Case Received, duplicate, loop, auto-acknowledgement, patience, sincerely, BitGo Inc Support Team, created_by 158009540847, repeated subject

Steps:

  1. Do not reply to or action these looped tickets — they contain no customer content and no agent diagnostic thread beyond the auto-generated message.
  2. Identify the original Salesforce case number from the ticket metadata (the SF# reference). Locate the original customer request associated with that case.
  3. Confirm the original case has received a proper human response. If not, respond to the original case directly.
  4. Mark all duplicate "Case Received" loop tickets as closed/spam/duplicate in Freshdesk (or the relevant ticketing system) so they do not inflate the open-ticket queue.
  5. If the loop is actively generating new tickets, escalate to the Salesforce administration / support-tooling team to investigate and disable the runaway auto-response or email-to-case rule that is re-triggering on its own outbound acknowledgement.
  6. After the automation fix is deployed, perform a bulk close of all tickets matching the pattern (subject contains repeated "Case Received -" and body matches the standard template text exactly).

Notes: - These tickets do not represent real customer issues. The entire content — problem statement, diagnostic thread, and final resolution — is the same auto-acknowledgement template.

  • The standard template text is: "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"
  • All 50 sampled tickets (and the broader cluster of ~8,973) share this identical pattern with no variation, confirming a systemic automation issue rather than multiple distinct customer problems.

"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 #89280)

Related

  • none identified — this cluster is a system automation artifact, not a customer-facing product issue. No existing KB articles on Salesforce auto-response loop remediation were found in the reference set.