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?
The Email channel condition does not 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:
- Channel | Is | Email
- Channel | Is | Closed Ticket
For more information, see the article: About Zendesk Channels