Follow-up Tickets are Marked as Web Channel


  • Selcuk Karpuz

    We also recently found out this problem in Zendesk and in our case, it's totally messing up with our pipeline.

    The reason is that we are triggering our back-end systems when there is a new `e-mail`. What happens when Zendesk sets the channel as 'web` for the follow up tickets, we can't process the tickets as `e-mail` and we can't assign them to the correct teams under our customer support.

    Could we please get a priority for this problem?



  • Philip Crump

    This is frustrating here too +1

  • Nicole S.
    Zendesk Community Team

    Thanks for your comments. We don't have anything to share at the moment, but I wanted to let you know that the product manager for this area has been notified about this conversation and is taking your feedback into account.


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