Why doesn't my trigger or automation work on follow-up tickets?

<h2 id="h_01HFFAC56Y6ZGJSKA8PKK56SDD">Question</h2><p>I created a business rule for tickets created from the <strong>Email</strong> channel. Why doesn't it work for follow-up tickets?</p><h2 id="h_01HA9ZND7AGYH8VMMJ0W60A2ZY">Answer</h2><p>The <strong>Email</strong> channel condition doesn't apply to <a href="https://support.zendesk.com/hc/en-us/articles/4408883882522-Creating-a-follow-up-for-a-closed-ticket" target="_blank" rel="noopener noreferrer">follow-up tickets</a>, because these tickets originate from tickets with a <strong>Closed</strong> status. The correct channel for follow-up tickets is <strong>Closed ticket.</strong></p><p>If you want your trigger or automation to fire on follow-up tickets in addition to email tickets, add the below conditions under: <strong>Meet ANY of the following conditions:</strong></p><ul>
<li data-list-item-id="eb9d37e471b6379b3d6196590cee2ee6b">
<strong>Object: Ticket &gt; Channel</strong> |<strong> Is </strong>| <strong>Email</strong>
</li>
<li data-list-item-id="e3deb58ed79b1801acfdd3a9d03114627">
<strong>Object: Ticket &gt; Channel </strong>|<strong> Is </strong>| <strong>Closed ticket</strong><br><br><strong><img class="wysiwyg-image-resized" style="aspect-ratio: 1517/533; width: 82.27%;" src="https://support.zendesk.com/hc/article_attachments/11005152614298" alt='Adding the Closed ticket as a "Meet ANY" condition to business rules' width="1517" height="533"></strong>
</li>
</ul><p>For more information, see: <a href="https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-channels" target="_blank" rel="noopener noreferrer">About Zendesk channels</a>.</p><!-- AI knowledge DO NOT DELETE -->
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<summary> </summary>
<h2 id="h_01KXDE7BNF1HWJ4YAS32JJXZM6">
Why does a business rule for tickets from the Email channel not work
for follow-up tickets? Why do email auto-reply triggers fail on follow-ups?
Why does an automation miss follow-up tickets?
</h2>
<p>
The <strong>Email</strong> channel condition does not apply to follow-up
tickets because these tickets originate from tickets with a Closed
<strong>Ticket Status</strong> or state.
</p>
<h2 id="h_01KXDE7BNGXPKYAHVMTWJSH13G">
What is the correct channel for follow-up tickets? How do you target
follow-up tickets in business rules? What channel matches follow-up requests?
</h2>
<p>
The correct channel for follow-up tickets is
<strong>Closed ticket</strong>.
</p>
<h2 id="h_01KXDE7BNGAA5371KZYT9N9V2T">
How do I make a trigger or auto-reply rule fire on follow-up tickets?
How do I add follow-up tickets to email business rules? How do I set
up notification rules for email and follow-up tickets?
</h2>
<p>
Add the below conditions under
<strong>Meet ANY of the following conditions</strong>:
</p>
<ol>
<li>
Select <strong>Object: Ticket &gt; Channel | Is | Email</strong>
</li>
<li>
Select <strong>Object: Ticket &gt; Channel | Is | Closed ticket</strong>
</li>
</ol>
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