Scoutinternal

Bitcoin Gold Hard Fork Inquiries and Auto-Acknowledgment Loop Tickets

Bitcoin Gold Hard Fork Inquiries and Auto-Acknowledgment Loop Tickets

Problem

Customers contact BitGo Support with questions about the Bitcoin Gold (BTG) hard fork — including how to access forked BTG coins, whether BitGo supports BTG after the fork, and what steps are needed to claim or manage BTG balances. A separate but related issue involves a support system auto-reply loop that generated large numbers of duplicate "Case Received" acknowledgment tickets containing only the standard BitGo Inc Support Team auto-response, with no actual customer question or resolution captured.

Diagnostics

  • Determine which sub-issue applies. Check whether the ticket contains an actual customer question about Bitcoin Gold / a hard fork, or whether the ticket body consists solely of the repeated "Case Received" auto-acknowledgment text.
  • For BTG fork inquiries: Check the ticket subject line for keywords such as "Bitcoin Gold," "BTG," "hard fork," "fork support," or "airdrop." Verify whether the customer already has a BitGo BTC wallet (the BTG fork wallet would have been derived from it). Confirm whether the customer is asking about (a) accessing existing forked BTG, (b) creating a new BTG custodial wallet, or (c) recovering BTG via the non-BitGo recovery tool.
  • For auto-acknowledgment loop tickets: Look for the characteristic subject line pattern "Case Received - Case Received - Case Received …" repeating many times. Verify that the ticket body and resolution both contain only 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." These tickets have no substantive customer question or agent diagnostic content.
  • Check related Salesforce case numbers. Many fork-related tickets reference SF case numbers (e.g., SF#00014099, SF#00018405, SF#00030247, etc.). Verify whether a parent case exists with more detail before closing duplicates.

Resolution

Scenario: patience-sincerely-inc-thank#btg-fork-access

Trigger: Customer asks how to access Bitcoin Gold coins after the BTG hard fork, or asks whether BitGo supports Bitcoin Gold.

Signals: Bitcoin Gold, BTG, hard fork, fork support, access BTG, adding bitcoin gold, fork November, OMG airdrop

Steps:

  1. Confirm the customer held Bitcoin (BTC) in a BitGo wallet at the time of the Bitcoin Gold fork (approximately late October / November 2017).
  2. Advise the customer that BitGo does support Bitcoin Gold (BTG) wallets. Forked BTG wallets were derived from the customer's existing BTC wallets.
  3. If the customer needs to create a new BTG custodial wallet, direct them to log in, navigate to Wallet & Connection, click "+ Add Wallet", choose the coin type Bitcoin Gold, and select the custody wallet option.
  4. Inform the customer that their BTG wallet password is likely the same password that was set on their Bitcoin wallet around the end of November 2017.
  5. Note that all BitGo Bitcoin Gold multisig addresses start with an A (non-multisig BTG addresses start with a G). BitGo defaults to SegWit addresses for BTG, which offer lower fees.
  6. If the customer needs to perform a non-BitGo recovery of BTG, direct them to the BitGo recovery tool (Mainnet environment), where they will need the values from their wallet keycard: encrypted user key (Box A), encrypted backup key (Box B), and BitGo public key (Box C), plus their wallet passphrase.
  7. If the customer's question involves a different forked coin or airdrop (e.g., OMG tokens for Ethereum), clarify that fork/airdrop support varies by coin and escalate to the appropriate product team if needed.

Notes: Bitcoin Gold is listed as a supported coin for non-BitGo recoveries. The wallet passphrase for forked BTG wallets corresponds to the BTC wallet passphrase that was in effect at the time of the fork, not necessarily the customer's current BTC wallet passphrase if it was changed after the fork. To convert between Bitcoin and Bitcoin Gold address formats, Ledger provides a conversion tool.

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

Trigger: Ticket contains only the repeated "Case Received" auto-acknowledgment text with no actual customer question, and the subject line shows many repetitions of "Case Received."

Signals: Case Received, auto-reply, duplicate, loop, patience, sincerely, BitGo Inc Support Team, no customer content

Steps:

  1. Identify the ticket as a system-generated auto-acknowledgment loop. These tickets contain no customer question and no diagnostic or resolution content.
  2. Check whether a parent or related Salesforce case number exists (referenced in the SF# field) that contains the original customer inquiry.
  3. If a parent case with actual content is found, ensure that case is being handled and close the loop-generated duplicate as resolved/no action needed.
  4. If no parent case is found, attempt to identify the original submitter and reach out to confirm whether they still need assistance, then create a new clean ticket if so.
  5. Close the duplicate auto-reply ticket. No further action is required on the duplicate itself.

Notes: These tickets were generated in bulk by a system loop, all within seconds of each other, all containing identical boilerplate text. They represent a ticketing system issue, not a customer-facing product issue. The standard auto-reply text reads: "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."

"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 #112795)

Related