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Duplicate Auto-Acknowledgement Loop — Salesforce Case-Received Notifications

Duplicate Auto-Acknowledgement Loop — Salesforce Case-Received Notifications

Problem

Customers receive a large number of duplicate "Case Received" auto-acknowledgement emails from the BitGo support system. Instead of a single confirmation that their case has been created, the same boilerplate message — beginning with "Hello there, We would like to acknowledge that we have received your request and a case has been created" and signed "Sincerely, BitGo Inc Support Team" — is sent repeatedly (often 10–15+ times per case). The corresponding Zendesk/Freshdesk tickets are created with subjects containing long chains of "Case Received" entries interspersed with a single "Case Resolved" marker. These tickets contain no actual customer problem description; the entire body is the auto-reply template. All observed instances were generated by the same automated creator (ID 158009540847) within a narrow time window on 2026-02-09.

Diagnostics

  • Check the ticket subject line: Look for a repeating pattern of "Case Received" (e.g., "Case Received - Case Received - Case Resolved - Case Received - …"). This is the hallmark of the loop.
  • Check the ticket creator: All looped tickets in evidence were created by automated process with created_by: 158009540847. Confirm whether the ticket was created by this automation user rather than by a human agent or customer.
  • Check the ticket body: If the entire body is exclusively the standard auto-acknowledgement template (verbatim below) with no customer-authored content, the ticket is a loop artifact:

    "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"

  • Check the associated Salesforce case number: Subjects reference SF case numbers (e.g., SF#00169291, SF#00177074, SF#00179701). Verify in Salesforce whether the original customer case exists and whether it has already been handled separately.
  • Check timestamps: The looped tickets cluster in rapid succession (1–3 seconds apart). A burst of tickets from the same automation user within seconds is strong evidence of a loop.
  • Check whether a legitimate customer request exists: The loop tickets themselves contain no customer problem statement. Search for the SF case number in Salesforce to locate the original request and determine if it still needs a human response.

Resolution

Scenario: patience-sincerely-inc-thank#sf-case-received-loop

Trigger: A ticket contains only the standard "Case Received" auto-acknowledgement template (no customer content), was created by automated user 158009540847, and the subject shows a repeating chain of "Case Received" markers tied to a Salesforce case number.

Signals: Case Received, Case Resolved, SF#, auto-acknowledgement loop, duplicate notification, created_by 158009540847, BitGo Inc Support Team, "Thank you for your patience. Sincerely"

Steps:

  1. Do not reply to the looped ticket — it contains no customer question and any reply may feed the loop.
  2. Note the Salesforce case number from the ticket subject (e.g., SF#00169291).
  3. Search Salesforce for the original case using that SF number. Confirm whether the customer's actual request has already been addressed or still needs attention.
  4. If the original case still requires a response, handle it directly in Salesforce or create a single clean ticket manually. Do not rely on the looped ticket.
  5. Resolve/close the looped ticket(s) in the ticketing system. Mark them as duplicates or system artifacts so they do not count against SLA metrics.
  6. If you observe a new burst of these looped tickets (especially from creator 158009540847), escalate to the Engineering / IT Operations team responsible for the Salesforce-to-ticketing-system integration. Provide:
    • The automated creator ID (158009540847)
    • The time window of the burst
    • Sample ticket IDs and SF case numbers
  7. Engineering should investigate the bidirectional sync between Salesforce and the ticketing platform to identify why the "Case Received" auto-reply is being re-ingested as a new inbound message, triggering another auto-reply in a feedback loop.

Notes: All 50 sampled tickets (from a cluster of 269) exhibited identical behavior — no customer content, same creator, same template body. No actual customer issue is documented in any of these tickets. The loop appears to involve the Salesforce auto-acknowledgement being echoed back into the ticketing system, which then generates another acknowledgement. Until the integration loop is fixed by Engineering, these tickets will continue to appear and should be bulk-closed without reply.

"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 #89488)

"created_by: 158009540847 / time: 2026-02-09 20:16:03 UTC" (ticket #89488)

Related

  • funding-your-go-account — References support@bitgo.com as a contact channel; relevant if a customer's original request behind one of these looped cases involves deposit issues
  • none identified — This cluster represents a system integration artifact rather than a customer-facing product issue; no other existing KB articles directly address Salesforce-to-ticketing auto-reply loops