Scoutinternal

Duplicate 'Case Received' Auto-Reply Loop

Duplicate "Case Received" Auto-Reply Loop

Problem

Customers submit a support request and receive a massively duplicated auto-acknowledgment email. The subject line contains the phrase "Case Received" repeated many times (15+ repetitions), and the ticket body consists solely of the standard BitGo Inc Support Team auto-reply. No substantive customer issue or agent response is captured in the ticket — only the automated acknowledgment text. This affects the Salesforce-to-Freshdesk case pipeline and results in hundreds of hollow tickets that contain no actionable customer problem.

Diagnostics

  • Check the ticket subject line: Look for the pattern SF#00XXXXXX: Case Received - Case Received - Case Received - ... with the "Case Received" phrase repeated 15 or more times. This is the primary indicator of the loop.
  • Check the ticket body: Confirm the entire content is only the standard auto-reply template — no customer-submitted problem description exists in the ticket.
  • Check creation timestamps: These looped tickets are created in rapid succession (often 1–3 seconds apart). Sort by creation time to identify burst patterns. The observed incident cluster was on 2026-02-14 between approximately 15:35 UTC and 16:03 UTC.
  • Check the creator ID: All observed tickets in this cluster were created by the same automation entity (creator ID 158009540847), confirming they originate from an automated process rather than a human agent.
  • Check Salesforce case numbers: Each ticket carries a distinct SF case number (e.g., SF#00358538, SF#00361865, etc.), indicating that new Salesforce cases were being generated in a loop and each one triggered a Freshdesk ticket.
  • Check for a linked parent/original ticket: Determine whether there is an original customer-submitted case that preceded the loop. The looped tickets themselves contain no customer problem — the original request may exist under a separate SF case number.

Resolution

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

Trigger: Hundreds of tickets appear in a short time window, all with the same auto-reply body and a subject line containing "Case Received" repeated many times, created by the same automation entity.

Signals: Case Received, SF#, duplicate tickets, auto-reply loop, BitGo Inc Support Team, rapid creation timestamps, creator 158009540847

Steps:

  1. Identify the full scope of the loop: filter tickets by creator ID 158009540847 and the date range of the burst (e.g., 2026-02-14 15:35–16:03 UTC). The observed incident produced approximately 758 tickets.
  2. Confirm that none of the looped tickets contain a real customer inquiry — the body should consist only of the standard auto-reply text beginning with "Hello there, We would like to acknowledge that we have received your request and a case has been created."
  3. Attempt to locate the original customer case. Check the earliest SF case number in the batch (e.g., SF#00358538) to determine if there is a genuine inbound request that triggered the cascade.
  4. If an original customer case is found, ensure it is assigned to an agent and that the customer receives a substantive response. The auto-reply loop would have delayed real handling.
  5. Bulk-close or merge the duplicate looped tickets. They carry no customer content and their resolution field contains only the same auto-reply text. Mark them as duplicates or a known system issue.
  6. Escalate the root cause to the Engineering / Integrations team responsible for the Salesforce-to-Freshdesk integration. The loop suggests that the auto-reply generation or case-creation webhook entered a feedback cycle where each acknowledgment email triggered a new case, which triggered another acknowledgment.
  7. Request that Engineering investigate and implement a de-duplication or circuit-breaker mechanism to prevent a single inbound request from spawning repeated SF cases and Freshdesk tickets.

Notes: - All 50 sampled tickets are identical in body and resolution. No customer-specific content, error codes, or product issues are present in any of them.

  • Resolution confidence on all tickets was rated "medium," likely because the automated system could not determine a true resolution — there was no actual problem to resolve.
  • Until the integration loop is fixed, agents should be aware that similar bursts may recur and should not attempt to individually respond to each duplicate ticket.

"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 #288651)

Related

  • salesforce-freshdesk-integration — The loop originates in the SF-to-Freshdesk case creation pipeline; any integration troubleshooting guide would be directly relevant.
  • none identified — No other existing KB articles clearly map to this auto-reply duplication issue.