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.