Why Triggers Don't Fire on Follow-ups - Frequently asked questions
Discover why triggers or automations may not fire on follow-up tickets in Zendesk. This page addresses common questions and provides solutions to ensure seamless ticket management.
Frequently asked questions
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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