Managing triggers categories

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22 Comments

  • Chris Edge-Alexander

    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?

    Thanks,
    Chris

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  • Lisa Kelly
    Zendesk Documentation Team

    Triggers API docs are here

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  • Chris Edge-Alexander

    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?

    Thanks,
    Chris

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  • Alison Cook

    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.

    Thank you!

    Alison

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Alison Cook

    1. On the Triggers > Edit order page you can select multiple triggers and drag them to another category. 
    2. You can use the Triggers API to assign a category_id. 
    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Chris Edge-Alexander
    Here's a link to the trigger category APIs.

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  • Chris Edge-Alexander

    Perfect, thanks for getting that documentation up, greatly appreciated!

    Regards,
    Chris

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  • DJ Jimenez

    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.

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  • Nicole Saunders
    Zendesk Community Manager

    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. 

     

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  • Pat S

    Hi,

    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

    1
  • Dave Dyson
    Zendesk Community Manager

    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!

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Thanks, Dave and Pat S, 
    I updated the article to make the error message and description link more obvious. 
    Lisa

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  • Pat S

    Looks great! Thanks @... and @...!

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  • Chris Kalafarski

    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.

    1
  • DJ Jimenez

    +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

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  • Ryan Boyer

    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:

    1. Trigger 1
    2. Trigger 2
    3. Trigger 3
    4.  Trigger 4

    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:

    Category A

    • Trigger 1
    • Trigger 4

    Category B

    • Trigger 2
    • Trigger 3

    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?

    1
  • Chris Fassano

    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

    1
  • Ryan Boyer

    Thanks for the explanation, Chris Fassano. I really appreciate it!

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  • Larry Click

    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).

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Larry

    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. 

    1.  On the Triggers page, click Edit order
    2. Select the Triggers you want to move. 

    3. Drag them to another category. 
    4. Save your changes.

    Also, you can use the Triggers API to assign a category_id. 

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  • Larry Click

    Awesome.  Thank you

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  • Lila Kingsley

    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).

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