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Why doesn't my trigger or automation fire on follow-up tickets?



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Mackenzie Tyler

Zendesk Customer Care

Edited Nov 15, 2024


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5 comments

@... This link does not go anywhere.

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Brett Bowser

Zendesk Community Manager

Thanks for the heads up Chris!

It looks like the previous article was outdated so I've updated the link :)

Cheers!

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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?

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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.

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Shawna James

Community Product Feedback Specialist

Hey Steve, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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