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Duplicate Auto-Acknowledgement Emails — Looping 'Case Received' Notifications

Duplicate Auto-Acknowledgement Emails — Looping "Case Received" Notifications

Problem

Customers receive a large number of duplicate "Case Received" auto-acknowledgement emails for a single support request. The ticket subject line accumulates repeated "Case Received" and intermittent "Case Resolved" labels (e.g., "Case Received - Case Received - Case Received - Case Resolved - Case Received …"), indicating that the automated case-creation workflow is firing repeatedly. The ticket body and resolution contain only the standard BitGo Inc Support Team acknowledgement template, with no substantive customer issue or agent investigation recorded. This affects the Salesforce-to-Freshdesk integration pipeline rather than any specific product, coin, or chain.

Diagnostics

  • Check the ticket subject line: Look for a long chain of repeated "Case Received" and/or "Case Resolved" tags concatenated in the subject. A normal ticket has a single "Case Received" prefix at most.
  • Check the created_by field: All observed instances of this loop were created by the same automation user ID (158009540847). Confirm the ticket was not created by a human agent or customer.
  • Check ticket timestamps: Affected tickets in this cluster were all created within narrow time windows on 2026-02-09 (batches around 20:17–20:18 UTC, 22:27–22:45 UTC, 23:34–23:35 UTC) and 2026-02-14 (around 15:02–15:04 UTC), suggesting a systemic automation burst rather than individual customer actions.
  • Check ticket body content: If the entire ticket body (problem statement) and the final resolution both contain only the standard auto-acknowledgement template text (beginning with "Hello there, We would like to acknowledge…") and no actual customer-reported issue, the ticket is a loop artifact.
  • Check the corresponding Salesforce case number: The SF# reference in the ticket title (e.g., SF#00171807) can be used to look up the original case in Salesforce and determine whether a real customer request exists underneath the looping notifications.

Resolution

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

Trigger: A ticket's subject contains many repeated "Case Received" / "Case Resolved" labels and the entire ticket body is only the standard BitGo Inc Support Team auto-acknowledgement template with no customer issue content.

Signals: Case Received, Case Resolved, repeated subject, SF#, auto-acknowledgement, created_by 158009540847, no customer content, looping notification

Steps:

  1. Confirm the ticket is a loop artifact by verifying all three conditions: (a) the subject contains multiple concatenated "Case Received" / "Case Resolved" tags, (b) the ticket body contains only the standard template text, and (c) the created_by value is the automation user 158009540847.
  2. Look up the Salesforce case number from the ticket subject (e.g., SF#00171807) in Salesforce to determine whether a legitimate customer request exists behind the looping ticket.
  3. If a real customer case exists in Salesforce, confirm that the customer has already received exactly one proper acknowledgement and that a support representative is assigned. If not, manually assign the case.
  4. Close or merge the duplicate Freshdesk ticket(s) that contain only the auto-acknowledgement template. Do not send a closure notification to the customer, as this would generate additional unnecessary emails.
  5. If you observe a new batch of these looping tickets (multiple tickets created by the same automation user within seconds of each other), escalate to the Platform Engineering / Integrations team with the following details: the automation user ID (158009540847), the time window of the burst, and a sample of affected SF# case numbers. The root cause is in the Salesforce-to-Freshdesk case-creation automation triggering repeatedly.
  6. Do not attempt to resolve these tickets with a substantive customer-facing response — the ticket contains no customer question to answer.

Notes: - All 50 sampled tickets (from a cluster of 306 total) exhibit identical behavior: same automation user, same template-only content, same looping subject pattern. No ticket in this cluster contains an actual customer-reported problem or a substantive agent resolution.

  • Resolution confidence across all tickets is rated "medium," which is consistent with the tickets being auto-closed by the same automation rather than deliberately resolved by an agent.
  • These tickets span multiple Salesforce case number ranges (SF#00169400–SF#00179731), indicating the issue affected a broad set of cases rather than a single customer.

"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 #90212)

Related

  • funding-your-go-account — References support@bitgo.com as a contact channel; same support pipeline that generates these acknowledgement emails.
  • none identified — No other existing KB articles directly address the Salesforce-to-Freshdesk automation loop behavior.