See the last time a trigger was used
We have a very large number of triggers in the system from 5+ years of Zendesk usage under multiple different admins. It's quite possible that some of these triggers can be removed, but it's extremely difficult to figure this out from the information provided. I can see how many times a trigger was used in the last 30 days, but if that is 0 I can't tell if the trigger has been used in the last year, or 5 years, or never.
In some cases the triggers we have are based on tags, so I was able to build a report that shows the tag usage and remove the trigger (because some hadn't been used in over 3 years)
It seems like the best solution for this would be the ability to show or report on the last date a trigger was used. I was hoping when we upgraded to Enterprise that the business rules analysis feature would do this, but it's been disappointing (it just groups the rules together).
Thanks for sharing this feedback, this is an interesting insight. I do have a follow-up question - if you find triggers that have not fired in the last year (or whatever timeframe feels right), how would you determine that this trigger was safe to remove? And related, are there any triggers that haven't fired for 6 months/a year/any longer period of time that should be kept, because that is actually expected? Thanks again, it's always great receiving this direct feedback.
It would also be nice to see which tickets the trigger fired on. So if there is a misfire, it is easier to locate the affected tickets
@... that is a great point! Usually this is the other way around, something goes wrong and you look at a ticket and see that the trigger fired incorrectly. But then going back to identify those tickets after the fact can be extremely hard. +1
@... sorry I missed this - thank you for your reply!
It would be pretty much that criterion that determines if a trigger is safe to remove, which is the reason this is a problem for us because we don't currently have another way to determine which triggers likely aren't being used and can be cleaned up. I can't imagine with our use case that a trigger that hasn't fired for a year is useful to maintain, although I'm sure that's not the case for everyone
Sorry @nina, can you confirm if there is a way to find the last ticket (or any example ticket for that matter) that a trigger fired on? I can see that I have a trigger that is firing on occasion but impossible to locate an example ticket where this happened to debug the events. Please advise!
Unfortunately, there's no native feature that will allow you to determine the ticket ID associated with the trigger usage. However, one method that you can do is to add the action "Add Tag" to your triggers so that you can check tickets that will be created.
If it's essential for your troubleshooting, you can contact our support directly to determine if we can use our logs for it.
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