The email platform dynamically manages user interactions related to email issues. This document provides a concise overview of the circumstances under which new issues are created versus messages being appended to existing ones when users send emails.

New email issue creation request processing rules

Rule 1: The new email issue creation request should not include the issue ID or message reply-to address in the to/cc list.

  • If issue-id/message reply-to address is in to/cc list, drop this request as it had been handled by message-addition flow. This is to avoid duplication.

Rule 2: Drop the new email issue creation request if the email subject and body are empty.

Rule 3: Only one email issue is allowed per user per domain in every 5-minute duration.

  • We allow a user to report only one issue in 5 minutes, other emails are added as messages to the same issue.
  • This rule applies even if the user is trying to create an email issue via different support channels
  • Autoreply won't be sent to these new messages.

Rule 4: Drop a new issue creation request if the domain email issue threshold is exceeded

  • The admin can configure the maximum number of email issues in a given duration, and this rule will stop creating new email issues.

Rule 5: If the new email request contains the trace of a Helpshift message reply-to address, then append the email to the existing issue.

Rule 6: If the subject of a new email issue requests any existing email for the same user, and reopening is allowed, then append the email to the existing issue.

Note: If none of the above rules matches, the system creates new email issues for the requested domain.

New email message addition request processing rules

Rule 1: Drop the new email message addition request if the body is empty.

  • This is a safe check in the system to prevent empty message addition for the issues.

Rule 2: Create a new email issue if the existing message issue has been resolved and the message has been marked as spam.

  • If the incoming email message is for a resolved issue and is detected as a potential spam, create a new issue with a spam tag.

Rule 3: Send auto-closed issue notification if the existing email issue is rejected or the reopen window is expired.

  • System allows reopening only if the issue is resolved and the reopening window has not expired.

Rule 4: Drop the new email message addition request if the issue is redacted.

  • We do nothing if the existing email issue is redacted.

Note: If none of the above rules matches, the system appends an email message to an existing issue.