Duplicate 'Case Received' Auto-Reply Loop — Salesforce Integration Issue

Duplicate "Case Received" Auto-Reply Loop — Salesforce Integration Issue

Problem

Customers receive dozens of identical "Case Received" auto-acknowledgement emails from BitGo support, each generating a separate ticket in the support system. The subject line shows "Case Received" repeated many times (e.g., "Case Received - Case Received - Case Received - …"). The ticket body contains only the standard auto-reply template and no actual customer inquiry content. This appears to be a Salesforce-to-Freshdesk integration loop where each auto-reply triggers a new case creation, which in turn sends another auto-reply.

Diagnostics

Check whether the tickets were created by the same automated user (creator ID 158009540847) rather than a human customer submission.
Inspect the ticket subject line for repeated "Case Received" concatenation — this is the hallmark of the loop.
Verify the Salesforce case numbers (SF#003604xx range) — a burst of sequential SF case numbers created within seconds of each other (1–2 seconds apart) confirms an automated loop rather than legitimate submissions.
Look at creation timestamps: all tickets in a loop cluster will be within a narrow window (e.g., 2026-02-14 15:45:58 through 15:47:00 UTC).
Confirm the ticket body contains ONLY the standard auto-reply text and no original customer message.
Check if the affected SF case numbers correspond to a single original inbound customer email that triggered the loop.

Resolution

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

Trigger: Multiple tickets created within seconds, all containing only the standard "Case Received" auto-reply text with no customer content, created by an automated user ID.

Signals: Case Received, duplicate tickets, SF#00360459-SF#00360509, auto-reply loop, created_by 158009540847, repeated subject line

Steps:

Identify the full set of duplicate tickets by filtering on the creator ID (158009540847) and the timestamp window (all within a few minutes of each other).
Locate the original customer case — look for the first SF case number in the sequence or search for a case created just before the loop began that contains actual customer content.
Merge or close all duplicate loop tickets as spam/automation artifacts. Do not respond to any of the loop-generated tickets, as each reply may re-trigger the loop.
Ensure the original customer request (if one exists) receives a proper human response.
Escalate to the engineering/integrations team to investigate the Salesforce-to-ticketing-system email routing rule that is causing auto-replies to be treated as new inbound cases.
Request that the integration team add a suppression rule to prevent emails matching the auto-reply template (containing "We would like to acknowledge that we have received your request and a case has been created") from creating new cases.

Notes: These tickets contain no actionable customer issue. The entire cluster of 778 tickets in this batch represents a single integration malfunction, not 778 separate customer problems. Do not send any outbound reply to these tickets as it may perpetuate the loop.

"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). Thank you for your patience. Sincerely, BitGo Inc Support Team" (ticket #290330)

none identified