| Announced on | Rollout on |
|---|---|
|
March 14, 2022 |
April 4, 2022 |
Zendesk is rolling out trigger categories as a default feature for all accounts.
What is changing?
Last year, Zendesk introduced trigger categories as an opt-in feature that helps you manage your triggers. By grouping related triggers together into collapsible categories, it's easier to view and manage your triggers.
After trigger categories are enabled, you can designate a category when creating new triggers via the /api/v2/triggers endpoint in the Zendesk API. If you don't specify a category for new triggers created via the API, a category will be assigned for you. You can also update trigger categories themselves through the API.
Why is Zendesk making this change?
Making it easier to use and manage business rules is a priority. Enabling trigger categories for all accounts ensures more people will know about the feature and can benefit from it. Additionally, this change provides a more consistent and reliable experience.
What do I need to do?
No action is required. Trigger categories are already available to all Zendesk accounts. If you've already enabled trigger categories on your account, nothing will change for you. If you haven't enabled trigger categories on your account, you can enable trigger categories yourself or wait for Zendesk to automatically enable the feature on the rollout date.
For more information about using trigger categories, see:
6 Comments
Has it been updated where you can bulk move triggers to categories? We have hundreds of triggers and either dragging/dropping or using the API is not a realistic alternative.
I also do not see the option to "edit order" where you could select move to top, move to bottom, or select position.
Right now, you have to manually scroll to find your trigger then drag and drop its location. If you search for the trigger using the search function, you are not able to move that specific trigger. You will need to manually look for it again which makes searching for it first, pointless
When the Trigger Categories are enabled automatically by Zendesk, will Zendesk also create a Category? We also have hundreds of triggers.
Agree, we only have about 250 triggers and I am currently in the process of setting up categories and moving triggers in our lower environments and it has been taking me 3+ hours to make the change in each environment. The drag and drop with scrolling gets annoying. The errors when moving triggers that are broken are even worse as it completely undoes all your work if you hit that error. It should instead just skip the trigger that is broken. I would recommend moving smaller batches of triggers into a category and frequent saves after each move.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
Thank you for helping us to make a better Zendesk!
FYI, you can move in bulk using the checkboxes on the individual triggers then selecting the "Move to Category" button that appears at the bottom of the trigger screen (as long as you don't have any errors). But BEWARE. Personally...I've found the order is NOT preserved despite what I was told in a ticket by Zendesk support.
The triggers I moved this way in our sandbox (to be safe) ordered by create date within the category instead of preserving the existing order. So I have opened another ticket with support (but have yet to hear back).
Also, question: the announcement said the rollout was March 31 but this article says April 4. Is it really April 4? The trigger page in my account still says Mar 31
Lila Kingsley That functionality is new! It definitely was not there when I made my comment. It looks like they are working on adding the functionality. I was also told that the order was to be preserved when moving triggers (but it was to move to the bottom of the category).
Keep us posted on what you find out! I have yet to test the new functionality
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