Add folders for viewing / managing triggers and notifications.

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15 コメント

  • 正式なコメント
    Leah
    Zendesk Voice of Customer Team

    Hi everyone! We realize managing your triggers has been difficult and are coming out with a way to solve for this. We'll keep you posted once we have more information to share! 

  • Jake Holman

    Scott, 

    Sweet jesus man! Over 100 Triggers?! I don't think the problem here is organization, but perhaps more how Triggers are structured, which means you have to create many triggers for simple actions. I don't doubt there's a very good reason you have over 100 Triggers, but I'd love to understand that reason (as well as take a look at those Triggers and see if I can give you a hand consolidating them!). 

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  • Jethro Belman

    Lucky. I have just started a project to review our workflow. We have 517 active triggers. This is going to take a while. . .

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  • Andreas Schuster

    +1 on this

     

    https://support.zendesk.com/hc/en-us/articles/203660826-Triggers-Organized-Reassigning-Tickets

    this topic helps, but it would be nice to see a real management of triggers.

     

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  • Helen Ng

    +1 Please at least allow admin to sort trigger in alphabet. Thanks.

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  • Jonathan March
    Community Moderator

    +1 on folders for grouping triggers, but -99 to the ability to sort triggers alphabetically, unless it's possible to completely disable that capability. It's hard to imagine a more powerful way to utterly destroy processing logic than sorting them. (Analogous to alpha sorting the lines of a story.)

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  • Erin Boyle

    Hi all,

    We want to start tackling various rule management issues in 2016, and will be kicking around a few different ways to help you better manage and find your triggers. To Jonathan's point, we likely won't make this a sheer alphabetical exercise, as the order of your triggers very much matters. However, I still think we can make some improvements to the entire experience.

    You'll hear more from me in 2016 when we get closer to starting such an adventure!

    Best,
    Erin

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  • Andrew J
    Community Moderator

    @jake - we're approaching 100 active triggers (96 to be precise and I just avoided adding 40 more by learning about Liquid)

     

     

     

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  • Jonathan March
    Community Moderator

    I wish we could use liquid to specify email targets in actions! That would save us 50+ triggers.

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  • Colin Piper

    @Jonathan, I am with you there. I too have duplicate email targets each just having a different email address. 

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  • Jonathan March
    Community Moderator

    This might be an appropriate place to say again what I haven't mentioned for several years... For non-trivial trigger collections, the entire trigger logic model (regardless of how the triggers are presented) of a strictly ordered sequence of triggers with limited conditions and limited actions, is way too clumsy. I really really wish that an alternate model was also available, which allowed fully scriptable conditions and actions. I can well appreciate that this would be a hard lift for ZD, partly in implementation, but especially in supporting the many times that user trigger code would break!

    A few (but by no means all) of the advantages would be:

    a) Quickly intelligible interactions between multiple conditions (vs the jerry-rigged spaghetti that is now necessary).

    b) Encapsulation (vs repetition) of common actions.

    c) Easier / cleaner substitution of action variables (as in the multiple emails just mentioned).

    d) Version control of the entire trigger set.

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  • Erin Boyle

    @Andrew - to be fair, Jake said that 6 years ago when the vast majority of customers really didn't get close to that many triggers. :)

    Obviously all of that has changed quite a bit (oh the triggers I've seen!), which is why I have a whole team working on revamping all things macros/views/rules. We are dedicated to workflow and making the management of workflow scalable and more, well, manageable.

    This is something we're still very much considering, but I also want to let you know you'll likely see new management pages that do not yet have this type of new functionality before you'll see more vital tools for managing your workflow. Without getting into a lot of boring technical details, we essentially cannot make meaningful updates to the existing pages, and have to start from scratch. Once those pages are up and running, we'll start going after the more meaningful changes that will truly help.

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  • Andrew J
    Community Moderator

    Hello Erin, fair call!

    Just as some feedback, I'm not finding the macro organising beta to be overly grand.  It needs a good search function, and the ability to show more macros on a page.

    Also it may work better with a collapsable nested sections design - where all sections can be seen on one page, and reordered the whole section at one, then expand the section and reorder within the expanded section.  Maybe that is something that can be looked at.  If the sections were the macro names with would be great - as in, the nested names... Assign::Tech::Andrew - would mean a section - Assign, inside the another section 'Tech' and the macro in there.

    The filters are no doubt useful for some, but I've found them a bit annoying.  

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  • Erin Boyle

    Hey Andrew,

    Totally understand—you're right, there's not much "new" stuff in the new macros management beta. We paused work on the list page to get the edit page out the door, and that's taken longer than anticipated. If I had to do it over again, I'd order our work a bit differently.

    I think we're going to change things up a bit once the edit page is done (with parity to the existing page) to focus more on overall list page enhancements (like search) before continuing down the edit page path for other types of rules. We will get this right, it just might take us a bit of time.

    Thanks, as always, for your feedback!

    Best,
    Erin

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  • Jack Elver-Fiddimore

    Hello, 

    I'd like to pick up this thread now it seems the planned updates mentioned in Erin's last comment are in play. 

    Unfortunately, I find the new version more of a hindrance then a help. I currently have 250 triggers and will be hitting the 300 mark soon. 

    The new search bar is no better than CTRL + F in a browser, so is nothing new for me. Worse, the triggers are now segmented into different pages, restricting my overview of the list which I've categorised with the tips in article 203660826.

    What I really need, however, are collapsible folders. Over half of my triggers fit into about 5 different categories. If I could group and collapse them, WITH a search bar that would search through the collapsed content, then that would be ideal. 

    For now, I can live with changing the max # of shown items on the page from 100 to 1000 in the URL to go back to the OLD version, but I'm keen to have a solution that helps rather than hinders me eventually. 

    Otherwise, seeing the rate of trigger usage and last update data is a great addition to the overview, as well the new sorting options :)

    Would love to hear your feedback. Thanks for all your efforts to improve our experience. 

    Best, 

    Jack

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