This article describes how admins and agents with business rules permission can manage trigger categories. This includes viewing categories, renaming categories, rearranging triggers within categories, moving triggers between categories, reordering categories, and deleting categories. To create trigger categories, see Creating categories to organize triggers.
This article includes the following sections:
- Viewing trigger categories
- Reordering trigger categories
- Renaming trigger categories
- Deleting trigger categories
Viewing trigger categories
Trigger categories appear in the triggers list. You can expand or collapse categories to see which 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.
The triggers list appears.
- Click the expander (>) next to a category to show or hide triggers in a category.
Categories can include both active and inactive 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 triggers in each category.
- Select Inactive from the Status drop-down to see the number of inactive triggers in each category.
- To quickly collapse your categories view, click the options menu icon () next to the column headings in the triggers list, then select Collapse all categories.
Reordering trigger categories
You can reorder trigger categories to change the order in which the triggers are run. This section describes how to reorder trigger categories. To reorder triggers, see Reordering and sorting triggers.
Keep in mind that the order you set for trigger categories must match the order in which you want triggers to run. Run order will have a big impact on how you decide to create and organize triggers within categories. For more information, see Understanding when triggers run and fire.
To reorder a trigger category
- In the triggers list, click Edit order (at the top of the list).
You’ll see a list of categories and 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 trigger categories
Renaming a category does not impact the triggers included in the category.
To rename a trigger category
- In the 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 trigger categories
Instead of deleting triggers individually, you can delete all triggers in a category at the same time. All triggers in the category must be inactive, or moved to another category, before you can delete the category. To delete or deactivate individual triggers, see Deleting and deactivating 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 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 triggers that will be deleted with the category appears.
- Click Delete category and triggers.
The category and all triggers in the category are deleted.
Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot.
Can you reorder the triggers independent of the categories? For example, let's say I have the following order of triggers so they fire in this order:
If I use trigger categories, is the order in which they run different? For example, let's say I organized the above for triggers like such:
Will the triggers still run in the order of Trigger 1, Trigger 2, Trigger 3, Trigger 4? Or, will the order now run as Trigger 1, Trigger 4, Trigger 2, Trigger 3?
It would be great if trigger categories themselves could have descriptions. Being able to add a sentence or two about the intent and structure of each category would avoid a lot of confusion when many people are dealing with lots of triggers.
Hi Pat -
Sorry we didn't make that link easier to find -- I'll see if we can get it highlighted. Thanks for the feedback!
We're finally "pulling the trigger" on adding categories and it is consistently not allowing us to move triggers into their associated category. It keeps stating the following:
Trigger order wasn't updated
Give it a moment and try again.
Thanks for your time!
Update: There's a tiny note about this in the article above. The note/blurb should 100% be larger and show the actual error message. See https://support.zendesk.com/hc/en-us/articles/1260803108669
Practical problem with Trigger categories.
Trigger order of execution is sequential and the ordering of trigger is within the category. this limits categorization of triggers.
you cannot place trigger in different categories and arrange them. This leads us to place most of the trigger in one category as per the order we want to execute even if they supposed to be in different category.
Solution : Please make trigger ordering global irrespective of category they belong.
Just dropping by to say it's still very hard to locate the mention of the error you can encounter when attempting to move triggers ("...order couldn't be updated. Give it moment & try again)" as mentioned by Pat S here, even though ZD said it was updated to be more obvious.
That said, thanks to the link in the post/article I was able to realize the cause. FWIW, if you know how to inspect in the browser console, you can locate it yourself without generating a har file. I went to the network tab and could see the errored call in red. Clicking on that then the response tab showed me JSON that indicated 3 groups had been deleted somewhere in one of the 72 triggers I was attempting to move. Its a bit of needle in a haystack from there as I know the group id that was deleted but not which trigger has the bad group. I found and fixed one, 2 more to go.
KUDOS to Pat S for the callout (you saved Zendesk a ticket from me).
+1 to trigger category descriptions. We used the old trick of "use a dummy trigger to describe the triggers below" to "use a dummy trigger category to describe the categories below". Not a deal breaker but definitely a nice-to-have
Thanks, Dave and Pat S,
I updated the article to make the error message and description link more obvious.
Ryan Boyer - If conditions for all 4 triggers are met at the same time, they'll run based on their position in the list. 1, 4, 2, 3.
But you could design the conditions in a way that would make the triggers fire in numerical order.
Trigger 1 - add's tag "trigger1_fired".
Trigger 2 - when the ticket is updated and "trigger1_fired" is present, add tag "trigger2_fired".
Trigger 3 - when the ticket is updated and "trigger2_fired" is present, add tag "trigger3_fired".
Trigger 4 - when the ticket is updated and "trigger3_fired", do the thing
Thanks for the explanation, Chris Fassano. I really appreciate it!
I have enabled categories on triggers (because ZD is forcing us to). Now that I have to I would actually like to use this feature to organize my 573 triggers into categories! How to I bulk move them from the "Initial Category" into another, newly created category? It seems like I can only move one at a time by opening each, changing the category, and saving it (573 times).
Looks great! Thanks @... and @...!
Thank you for the link. The Triggers API documentation covers interacting with Triggers themselves, however it does not cover creating and managing Trigger Categories.
For example, how do we list Categories for use with Triggers, retrieve their id's and create a new Category with the API?
Awesome. Thank you
The Triggers announcement stated that we'd "...be able to make changes to trigger categories themselves through the API."
How do we create and manage Trigger Categories via the API and where is the documentation please?
You can bulk move multiple triggers into a category. You don't have to do it one at a time. See Reordering triggers for information on how to select the triggers you want to move, then drag them into a category.
Also, you can use the Triggers API to assign a category_id.
Reordering the triggers with trigger categories isn't properly reordering the triggers currently. The backend reordering doesn't match the UI reordering. We're in the process of onboarding trigger categories and we're running into issues with triggers firing out of order due to this bug.
Perfect, thanks for getting that documentation up, greatly appreciated!
Hi Chris Edge-Alexander
Here's a link to the trigger category APIs.
Hi DJ -
The product manager has requested that we create a private ticket for you so that we can get some more detailed information about what you're seeing. Look for an email notification about that shortly.
Triggers API docs are here.
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