Managing trigger categories for ticket triggers

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<p id="docs-ai-summary-content">Learn how to manage trigger categories for ticket triggers, including viewing, renaming, reordering, and deleting categories. This helps you organize and prioritize ticket triggers effectively. Ensure triggers are inactive before deletion. Use categories to streamline your workflow and improve ticket management. For creating categories, refer to related resources.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business rules &gt;
Triggers</span>
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<p class="p" dir="ltr">This article describes how admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with business rules permission</a> can manage
trigger categories for ticket triggers. This includes viewing categories, renaming categories,
rearranging ticket triggers within categories, moving ticket triggers between categories,
reordering categories, and deleting categories. To create trigger categories, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank">Creating categories to organize ticket triggers</a>.</p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic-1__ul_ox5_4df_mnb">
<li class="li"><a class="xref" href="#topic_zr2_smn_tnb">Viewing ticket trigger categories</a></li>
<li class="li"><a class="xref" href="#topic_avl_ksn_tnb">Reordering ticket trigger categories</a></li>
<li class="li"><a class="xref" href="#topic_vwm_ftn_tnb">Renaming ticket trigger categories</a></li>
<li class="li"><a class="xref" href="#topic_df5_y5n_tnb">Deleting ticket trigger categories</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles:</strong></p>
<ul class="ul" id="topic-1__ul_tcv_12f_mnb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank">Creating categories to organize ticket triggers</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zr2_smn_tnb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing ticket trigger categories</h2>
<div class="body">
<p class="p" dir="ltr">Trigger categories appear in the ticket triggers list. You can expand or collapse
categories to see which ticket triggers are included in each category. </p>
<p class="p"><strong class="ph b">To view triggers categories</strong></p>
<ol class="ol" id="topic_zr2_smn_tnb__ol_jdm_wnn_tnb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zr2_smn_tnb__d9e1714" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Tickets</strong> tab.</li>
<li class="li">Click the expander (&gt;) next to a category to show or hide ticket triggers in a
category. <p class="p"><img class="image" id="topic_zr2_smn_tnb__image_jfn_2sn_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_viewing.png" width="600"></p>
Categories can include both active and
inactive ticket triggers. The<strong class="ph b"> Status</strong> drop-down allows you to control which type is
visible.</li>
<li class="li">
<p class="p">Select <strong class="ph b">Active </strong>from the <strong class="ph b">Status</strong> drop-down to see the number of active
ticket triggers in each category.</p>
</li>
<li class="li">Select <strong class="ph b">Inactive</strong> from the <strong class="ph b">Status </strong>drop-down to see the number of inactive
ticket triggers in each category.</li>
<li class="li">To quickly collapse your categories view, click the options menu icon (<img class="image" id="topic_zr2_smn_tnb__image_hsf_h4f_14b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the column headings in the ticket triggers list, then
select <strong class="ph b">Collapse all categories</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_avl_ksn_tnb">
<h2 class="title topictitle2" id="ariaid-title3">Reordering ticket trigger categories</h2>
<div class="body">
<p class="p" dir="ltr">You can reorder trigger categories to change the order in which the ticket
triggers run. This section describes how to reorder trigger categories. To reorder
individual ticket triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">Reordering and sorting ticket
triggers</a>. </p>
<p class="p" dir="ltr">Keep in mind that the order you set for trigger categories must match the order
in which you want your ticket triggers to run. Run order has a big impact on how you decide
to create and organize ticket triggers within categories. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466#topic_chq_xct_pbc" target="_blank">Understanding when triggers run and fire</a>.</p>
<p class="p"><strong class="ph b">To reorder a trigger category</strong></p>
<ol class="ol" id="topic_avl_ksn_tnb__ol_t5f_4sn_tnb">
<li class="li">In the ticket triggers list, click <strong class="ph b">Edit order</strong> (at the top of the list). <p class="p">You’ll
see a list of categories and ticket triggers in the default sort order.</p>
</li>
<li class="li">Click the up (<img class="image" id="topic_avl_ksn_tnb__image_icw_s33_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reorder_up.png">) or down (<img class="image" id="topic_avl_ksn_tnb__image_ecf_v33_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reorder_down.png">) arrows to move the category, along with all its triggers, up
or down in the list. <p class="p"><img class="image" id="topic_avl_ksn_tnb__image_enq_m5n_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_order_tm.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Save</strong> your changes.</li>
</ol>
<p class="p">If you receive an error when you reorder your trigger categories, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881509914" target="_blank">Trigger order wasn't updated</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vwm_ftn_tnb">
<h2 class="title topictitle2" id="ariaid-title4">Renaming ticket trigger categories</h2>
<div class="body">
<p class="p">Renaming a category does not impact the ticket triggers included in the category. </p>
<p class="p"><strong class="ph b">To rename a trigger category</strong></p>
<ol class="ol" id="topic_vwm_ftn_tnb__ol_yjn_htn_tnb">
<li class="li">In the ticket triggers list, click the options menu icon (<img class="image" id="topic_vwm_ftn_tnb__image_scv_zqc_dx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the category you want to rename. </li>
<li class="li">Select <strong class="ph b">Rename</strong> from the menu. <p class="p"><img class="image" id="topic_vwm_ftn_tnb__image_ldr_ysn_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_rename.png" width="600"></p>
</li>
<li class="li">Enter a new name for the category, then click <strong class="ph b">Update</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_df5_y5n_tnb">
<h2 class="title topictitle2" id="ariaid-title5">Deleting ticket trigger categories</h2>
<div class="body" id="body_rhc_1vn_tnb">
<p class="p">Instead of deleting ticket triggers individually, you can delete all ticket triggers in a
category at the same time. Before you can delete a trigger category, all ticket triggers in
the category must be inactive or moved to another category. To delete or deactivate
individual ticket triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722-Managing-triggers#topic_jvv_kqy_tb" target="_blank">Deleting and deactivating ticket
triggers</a>. </p>
<p class="p"><strong class="ph b">To delete a trigger category</strong></p>
<ol class="ol" id="topic_df5_y5n_tnb__ol_s32_cvn_tnb">
<li class="li">Make sure all triggers in the category are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_jvv_kqy_tb" target="_blank">inactive</a>. </li>
<li class="li">Click <strong class="ph b">Filter</strong> top of the ticket triggers list, select <strong class="ph b">Inactive</strong>, and
deselect <strong class="ph b">Active</strong>.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_df5_y5n_tnb__image_nhf_jvn_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the category you want to delete, then select
<strong class="ph b">Delete</strong>.<p class="p">A count of all the ticket triggers that will be deleted with the
category appears.</p>
<p class="p"><img class="image" id="topic_df5_y5n_tnb__image_zb5_vvn_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/triggers_categories_delete_tm.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Delete category and triggers</strong>. <p class="p" dir="ltr">The category and all ticket
triggers in the category are deleted. </p>
</li>
</ol>
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