Reordering and sorting triggers

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  • Jeremy Carlton

    I have tried reordering triggers to the new categories I created and after saving the order, there are two triggers that keep reverting back to the initial category at the bottom, now they're out of order with the rest of the triggers. Is this normal behavior?

  • Juraj Jarmek

    Hello Jeremy,

    If after dragging the trigger to a new category, the trigger moves back to its initial category, check the trigger conditions and look for any error message.

    In triggers that contain any condition about ticket, user, or organization fields, if those fields were removed, the trigger displays the error message: No longer available.

    The error message No longer available indicates that the field was deactivated and can no longer be used. To solve this issue either remove the condition that displays the error message or reactivate the field.

    Once the issue with the field is fixed, you will manage to move and organize your triggers within the different categories.

    We have already made an article for this:

    Why am I unable to move a trigger into a category?

    Hope that helps!


  • RichL

    Thank you @... for your response, I was having trouble categorizing my triggers because of deactivated fields.

    I didn't initially give your reply much thought because my experience was not that my triggers would move back to their initial category but rather I was receiving the following error message: "Trigger order wasn't updated Give it a moment and try again"

    A better error message would have saved me some time here. 

  • Sam

    How does the new folder-based trigger organizing feature work with the triggering order logic? 

    • All I am seeing is that you have to adjust the orders of the folders themselves, which doesn't seem to make sense user experience wise.  
  • Dave Dyson

    Hi Samantha,

    The order you set for trigger categories must match the order in which you want triggers to run – see the last paragraph under "About trigger categories in Creating categories to organize triggers

  • Jack Yumulu


    1. How do we delete categories - it only allows Rename or Edit order

    2. It won't let me move the Slack Ticket Trigger from Initial Category - as the Category option is not there for that single trigger.  Any tips?

  • Dane
    Zendesk Engineering

    Jack Yumulu,

    To delete categories, it should not have any active triggers inside. Once you go to the inactive triggers list, the option to delete categories will be available. Please take note that it will also delete all the inactive triggers inside that category.

    For the slack trigger to be moved, you can use the Edit Order option on the top right. Once you have clicked it, it will give you the option to drag and drop it to the category you prefer.

  • Jack Yumulu

    Perfect!  Thanks Dane

    I have 9 categories - any chance to be able to remove the Initial category?


  • Dane
    Zendesk Engineering

    Jack Yumulu,

    You just need to deactivate or put the active triggers on another category. It should then allow you to delete it once you go to Inactive Triggers section.

  • Jack Yumulu

    silly me.. the good'ol Inactive Triggers section.. thanks

    over and out

  • Prab Singh

    Hi all,

    Is it possible to add show/hide columns icon to Views for agents?

    Thanks in advance.



  • Sabra
    Zendesk Customer Care

    Hey Prab Singh! You can configure which columns are shown in a View's configuration. For more information on the configuration check out this article: Adding views. If an agent wants a customized view with different columns, they can always clone the view: Cloning a view.


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