There is a built in rate limit, it is triggered more quickly when using piping. It is possible that delays on importing email on both sides (Blesta and another support system) could add enough delay where the rate limit is not triggered. This is defined in the code, 5 replies per 5 minute period.

Can you elaborate on what you mean regarding notifications and what you suggest? (Staff should receive but not the customer?) Under what circumstances or actions would that occur? A use case will be helpful.

Hey Paul

We had over 1,000 tickets created in under 3 hours thanks to an OpenSRS autoresponse to our autoresponse .... so rate limiting (POP3) wasn't working

As for notifications ... if we get an email to sales@ ... I want it in the ticketing system, I want to track replies and use the (limited) CRM functions / etc .. but I don't want the prospect to receive an auto response with a ticket ID .. at the same time, I want people dealing with sales enquiries to get an email telling them there's been an enquiry.

If we get an email into hostmaster@ from OpenSRS, eNom, uncle Tom Cobbly and all .. I don't want them getting an autoresponse, but I want the domains team to get an email/notification that a ticket exists ..

and I want internal escalations to trigger for both queues ..

If a customer emails support@ then I want them to get a ticket confirmation, and escalation processes to kick in when necessary - with the support guys receiving notification emails

By notifications I mean

New Ticket/Enquiry/Request from $sender (they could exist in the CRM or not)

Ticket escalation / reminder after x hours

and so on

Does that cover it?