Question
I created a business rule to fire on tickets created from the电子邮件channel.Why doesn't it work when I specify this channel in my trigger or automation conditions on follow-up tickets?
Answer
The电子邮件channel condition does not apply tofollow-up ticketsbecause they originate from tickets in the Closed status.The correct channel for follow-up tickets isClosed Ticket.
If you want your trigger or automation to fire on follow-up tickets, in addition to email tickets, thenadd the below conditions underMeet ANY of the following conditions:
- Channel | Is | Email
- Channel | Is |Closed Ticket
For more information, see the article:About Zendesk Channels
2 Comments
@...This link does not go anywhere.
Thanks for the heads up Chris!
It looks like the previous article was outdated so I've updated the link :)
干杯!
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