Question
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?
Answer
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:
- Object: Ticket > Channel | Is | Email
-
Object: Ticket > Channel | Is | Closed ticket
For more information, see the article: About Zendesk channels.
5 comments
Christopher Wooten
@... This link does not go anywhere.
0
Brett Bowser
Thanks for the heads up Chris!
It looks like the previous article was outdated so I've updated the link :)
Cheers!
0
Steve Eli
A small piece of feedback, though the trigger might work, from my perspective, it's very confusing. Closed ticket is not a Channel, it's a status. Why couldn't the trigger conditions says Ticket Is Followup?
1
Arno (EMEA Partner)
Does anyone know, how to identify when ticket is created by email based on closed ticket (follow-up by email)?
I would really need to identify these cases as separate from from follow-ups from Guide / ticket view, but cannot find a way.
For example conditions: Ticket IS created + Channel IS closed ticket + Updated via IS email conditions do not match to these tickets created.
0
Shawna James
0