Announcing: Revision History for Triggers Follow

Comments

16 comments

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    Carsten Falborg

    This is soooo awesome... This is going to make my life easier in larger setups with multiple admins... Looking forward to this spreading to other parts of zendesk!

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    Autumn Fair

    This sounds so so amazing! I've been taking screenshots of every change in order to have a version history. 

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    Joel Hellman

    Awesome. I already want this for Automations later on but Triggers are definitely number one.

    Further on, I'd wish we could create and position triggers in a deactivated/draft position, and then select and active the draft(s). This way, we would be able to setup and position new sets of triggers without stress and with a chance to take some time to review them all, before going live. And of course this would enable us to have some triggers that could easily be toggled as active-inactive.

    I love improvements that makes administrating Zendesk Support easier. Great work guys! 

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    Jonathan March

    > Further on, I'd wish we could create and position triggers in a deactivated/draft position, and then select and active the draft(s). This way, we would be able to setup and position new sets of triggers without stress and with a chance to take some time to review them all, before going live. And of course this would enable us to have some triggers that could easily be toggled as active-inactive.

    +99

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    Daniel Cooper

    This feature is awesome and I can't wait to see it spread to other business rules.

    I'm curious how this works with ordering triggers, will there also be work around versioning the order of triggers?  This way if someone moves a trigger and it causes general strangeness, could we revert back to a known "good set" of triggers? It kind of builds upon Joel's request with the order of a trigger being important in our workflows. 

     

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    Zac

    Just want to add my voice and say I am glad to see this going live! Great work! I also am curious about how versioning the "order" of triggers might work, but being able to see the revisions to a particular trigger is super helpful!

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    DJ Jimenez

    Will trigger position be recorded in the revision history? Hopefully the answer is no but recording trigger repositions is a bit inconsistent - https://support.zendesk.com/hc/en-us/articles/115000309187

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    Kristen Mirenda

    Glad you guys are excited for this! Right now, we're not considering repositioning a trigger as a revision. It's complicated in part for the reason DJ mentions -- we need to think it through product-wide, and probably update some UI. But we didn't want to delay the core feature waiting for that.

    This is part of an ongoing program to assist with change management in complex workflows. "Draft mode" is in the mix of ideas we're considering as well. As always, it'll be a balance of valuable vs. feasible to ship relatively soon. 

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    Jonathan March

    Order of triggers is crucial to trigger logic, and should IMO be logged, otherwise, there's no audit trail to help track down breakage.

    On the other hand, as DJ pointed out in the other linked post, it is not useful (TMI), when moving one trigger from bottom to top, to log it as a change for every trigger in the sequence.

    So I would suggest that changes in trigger order be logged separately from changes in trigger content. 

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    Zac

    +1 to Jonathan's comment... this is a great release and I'm glad it's not being held up by the trigger position question.

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    Jessie Schutz

    Thanks for sharing your feedback, Jonathan and Zac!

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    Anton Maslov

    That's a great feature! But IMHO that's kind of basic stuff that should be provided by any software, so I'm a bit confused to see it available for Enterprise only.

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    Joel Hellman (Edited )

    Nice to hear this being deployed!

    I have to agree with Anton. To me this is an essential I would expect to see as part of any plan that includes the ability build your own triggers.

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    Joel Hellman

    Now when we got a history, I'd love to see tools that would help me visualize all the trigger changes for a given period, either changes done by myself or by others. 

    "Show me a summary of the triggers changes since 1 oct 2017 until today". Let me see a list of triggers that were added, remove or modified. And for the triggers modified, what changed in those triggers. 

    "Show me a visual list of all the triggers and the changes between 1 sep to 1 oct 2017 are highlighted". This would generate a full list of my triggers, but highlight any triggers that were added, removed or modified in the time period. 

    "Show me a list of all the custom fields or tags that where added or removed as conditions or actions in my triggers for the last month". This would help understand changes to data sets that might be important.

    "Filter the change list so it only shows changes made by others than myself". It's important to me to stay on top of any changes to triggers done by others than myself. Zendesk admins might collaborate on triggers, and then we have the admins that were set up for other purposes that editing business rules, e.g. for user management, but still has the ability to edit triggers.

    With the revision history in place (and I assume available in the API), this feels like a possibility now, either offered by Zendesk or by app developers. 

    Is Zendesk planning to work on offering anything similar to this during Q4 2017 or Q1/Q2 2018?

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    Thomas D'Hoe

    Thanks! Good feature!!

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