Zap Helpdesk App includes Email Loop Protection by default. When Zap Helpdesk creates a new case, it checks to see if a case with a similar subject and sender was created within the last X minutes. If yes, case will not be created and so no new email notification will be sent. This breaks the looping that could have occurred. You can configure X (minutes) in the helpdesk configuration. By default, 5 minutes is used.
How can I prevent email loops with Zap Helpdesk App? For example, when a customer is using an auto-reply or out of office responder that does not include the original subject with the unique case ID, an endless back and forth loop can be created. This could result in dozens of duplicate cases.