This article describes how admins and agents in custom roles with business rules permission can manage trigger categories for ticket triggers. This includes viewing categories, renaming categories, rearranging ticket triggers within categories, moving ticket triggers between categories, reordering categories, and deleting categories. To create trigger categories, see Creating categories to organize ticket triggers.
This article includes the following sections:
- Viewing ticket trigger categories
- Reordering ticket trigger categories
- Renaming ticket trigger categories
- Deleting ticket trigger categories
Related articles:
Viewing ticket trigger categories
Trigger categories appear in the ticket triggers list. You can expand or collapse categories to see which ticket triggers are included in each category.
To view triggers categories
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers. - Click the Tickets tab.
- Click the expander (>) next to a category to show or hide ticket triggers in a
category.
Categories can include both active and inactive ticket triggers. The Status drop-down allows you to control which type is visible.
-
Select Active from the Status drop-down to see the number of active ticket triggers in each category.
- Select Inactive from the Status drop-down to see the number of inactive ticket triggers in each category.
- To quickly collapse your categories view, click the options menu icon (
) next to the column headings in the ticket triggers list, then
select Collapse all categories.
Reordering ticket trigger categories
You can reorder trigger categories to change the order in which the ticket triggers run. This section describes how to reorder trigger categories. To reorder individual ticket triggers, see Reordering and sorting ticket triggers.
Keep in mind that the order you set for trigger categories must match the order in which you want your ticket triggers to run. Run order has a big impact on how you decide to create and organize ticket triggers within categories. For more information, see Understanding when triggers run and fire.
To reorder a trigger category
- In the ticket triggers list, click Edit order (at the top of the list).
You’ll see a list of categories and ticket triggers in the default sort order.
- Click the up (
) or down (
) arrows to move the category, along with all its triggers, up
or down in the list. 
- Save your changes.
If you receive an error when you reorder your trigger categories, see Trigger order wasn't updated.
Renaming ticket trigger categories
Renaming a category does not impact the ticket triggers included in the category.
To rename a trigger category
- In the ticket triggers list, click the options menu icon () next to the category you want to rename.
- Select Rename from the menu.
- Enter a new name for the category, then click Update.
Deleting ticket trigger categories
Instead of deleting ticket triggers individually, you can delete all ticket triggers in a category at the same time. Before you can delete a trigger category, all ticket triggers in the category must be inactive or moved to another category. To delete or deactivate individual ticket triggers, see Deleting and deactivating ticket triggers.
To delete a trigger category
- Make sure all triggers in the category are inactive.
- From the Status drop-down at the top of the ticket triggers list, select Inactive.
- Click the options menu icon () next to the category you want to delete, then select
Delete.
A count of all the ticket triggers that will be deleted with the category appears.
- Click Delete category and triggers.
The category and all ticket triggers in the category are deleted.