In SmarterTrack there is a setting where you can add an email address account and SmarterTrack will not send out an auto responder so this will prevent the email loop.  You can find this by login as the admin and go to Settings | System Settings | Setup | Email Setting | Option tab.  Once the email address is added to the "Addresses to exclude from auto-responder (one per line)" SmarterTrack will no longer send out any auto response to that one account.

We run into this repeatedly as well - by the time it gets noticed it can lead to a massive backlog of tickets and spam in the users inbox.  Is there not a better way than to wait for an infinite loop to occur and then add an exception for that person, then remove it once their out-of-office reply is turned off?

 

Is SmarterTrack maybe considering a loop-detection feature on their auto-responders?  That certainly seems do-able, and I believe it would be very useful.

That sounds like exactly the feature we were hoping for.  I'm on v10 and it's apparently called "Enable duplicate address check...".  We can look to upgrade to v11 where it's called "Filter duplicate incoming emails" - but has this feature changed between versions?

 

The current naming "...duplicate address check..." makes it sound like the same address can't send more than one ticket, which we obviously wouldn't want turned on.

 

Also, I didn't see details on exactly how this feature works - does it look for duplicates within the same import batch?  Or does it compare the current import to the contents of a previous import and filter out duplicate emails across import batches?