When you start using cases in SF you usually setup auto-response rules to automatically respond to your clients. In doing so, you are forced to setup loads of exception rules to prevent SPAM. Not only the auto-response rules have to take this into consideration but also the case assignment rules have to implement these exceptions.

As a SF administrator you feel like you're fighting a battle that simply cannot be won. Once you've implemented an exception rule for one domain 10 others have surfaced.

And, if you're really lucky, SF will go into what nearly seems like an infinite loop where loads and loads of cases are created. E.g. a case is created from a SPAM email (because no exception rule was implemented), the auto-response rules reply back, that email is bounced and returned to SF which then, for some reason, is not linked to the original case but a new case is created and the process basically starts all over again.

After briefly speaking with SF Support about this issue the answer was that they were also fighting that problem and handling it the same way (i.e. by setting up assignment rules and auto-response rules).

Is that really the best way to go about this? I find that very hard to believe and would appreciate any input you guys may have on the subject.

Cheers.

Søren Nødskov Hansen