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

Question

I created a business rule to fire on tickets created from the Email channel. Why doesn't it work when I specify this channel in my trigger or automation conditions on follow-up tickets?

Answer

The Email channel condition doesn't apply to follow-up tickets because they originate from tickets in the Closed status. The correct channel for follow-up tickets is Closed ticket.

If you want your trigger or automation to fire on follow-up tickets in addition to email tickets, then add the below conditions under Meet ANY of the following conditions:

Object: Ticket > Channel | Is | Email

Object: Ticket > Channel | Is | Closed ticket

For more information, see About Zendesk channels.