Trigger Not Working on Follow-Up Tickets in Zendesk
Why doesn't my trigger work on follow-up tickets in Zendesk?
Triggers may not work on follow-up tickets because the Email channel condition doesn't apply to them. Follow-up tickets originate from tickets in the Closed status, so the correct channel for these tickets is 'Closed ticket'.
To ensure your trigger or automation fires on follow-up tickets, you need to add conditions for both email and closed ticket channels. Specifically, under 'Meet ANY of the following conditions', include:
- Object: Ticket > Channel | Is | Email
- Object: Ticket > Channel | Is | Closed ticket
This setup will allow your business rule to apply to both new email tickets and follow-up tickets. For more details, you can refer to the originalZendesk article.
More related questions
How can I make my automation fire on follow-up tickets in Zendesk?
To make your automation fire on follow-up tickets, you need to adjust the channel conditions. Follow-up tickets are considered 'Closed ticket' rather than 'Email'. In your automation settings, add conditions under 'Meet ANY of the following…
What channel should I use for follow-up tickets in Zendesk?
For follow-up tickets, the correct channel to use is 'Closed ticket'. This is because follow-up tickets originate from tickets that were previously in the Closed status. When setting up triggers or automations, make sure to include 'Closed ticket'…
Why is 'Closed ticket' used as a channel for follow-up tickets?
'Closed ticket' is used as a channel for follow-up tickets because these tickets originate from previously closed tickets. This distinction is important for setting up triggers and automations. By recognizing 'Closed ticket' as a channel, Zendesk…
How do I set up a trigger for follow-up tickets in Zendesk?
To set up a trigger for follow-up tickets, you need to include the 'Closed ticket' channel in your conditions. This is because follow-up tickets originate from closed tickets. In your trigger settings, under 'Meet ANY of the following conditions',…
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