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

Question I created a business rule for tickets created from the Email channel. Why doesn't it work for follow-up tickets? Answer The Email channel condition doesn't apply to follow-up tickets, because these tickets originate from tickets with a 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, 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.
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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?
The Email channel condition does not apply to follow-up tickets because these tickets originate from tickets with a Closed Ticket Status or state.

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?
The correct channel for follow-up tickets is Closed ticket.

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?
Add the below conditions under Meet ANY of the following conditions: