Question about Email Loop Shutoff

[evolvewh]

I know there is supposed to be a feature in place to stop email loops so I'm wondering if it's supposed to work in this scenario:

Someone emails a department that is restricted to clients only and they have an autoresponder for their system as well (I have no idea if it's Kayako, WH..., etc) but the loop continues between our system and theirs. Is the loop supposed to be stopped in this case or not?

[Tyson]

The Support Manager will stop sending auto-responses if it has sent 5 in the last 5 minutes to the same address. If the other system responds less frequently than that, you could still have a loop (e.g. they auto-respond once every 1.5 minutes).

[evolvewh]

1 hour ago, Tyson said:

The Support Manager will stop sending auto-responses if it has sent 5 in the last 5 minutes to the same address. If the other system responds less frequently than that, you could still have a loop (e.g. they auto-respond once every 1.5 minutes).

Thanks for the explanation. I don't remember the interval that they were auto responding but I ended up blacklisting them to stop it from happening.

[Rocketz]

 

1 hour ago, Tyson said:

The Support Manager will stop sending auto-responses if it has sent 5 in the last 5 minutes to the same address. If the other system responds less frequently than that, you could still have a loop (e.g. they auto-respond once every 1.5 minutes).

Tyson, I don't remember 100% - isn't there a feature / core-# that lets us set which email addresses receive auto responses, which don't? Or is that only the ban functionality? 

if that feature request doesn't exist, can you add it to your list? Some customers have their own helpdesks, and the emails just loop over and over and over. It doesn't look very professional when we can't control our own helpdesk and what it does.