Managing ticket triggers

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Manage your ticket triggers by editing, cloning, deleting, deactivating, or activating them to streamline support processes. Cloning helps create reusable templates, while deactivating allows you to pause triggers without permanent deletion. For Enterprise users, track changes with the revision history feature. These options enhance flexibility in handling customer inquiries and maintaining efficient support workflows.
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<p class="p">You can manage the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank">standard ticket triggers</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">any custom ticket triggers</a> you've created from the Triggers
page.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_brc_bnz_1cb__ul_ixt_rnz_1cb">
<li class="li"><a class="xref" href="#topic_dwq_zoy_tb">Editing and cloning ticket
triggers</a></li>
<li class="li"><a class="xref" href="#topic_fqc_2m2_zsb">Deleting ticket triggers</a></li>
<li class="li"><a class="xref" href="#topic_jvv_kqy_tb">Deactivating ticket triggers</a></li>
<li class="li"><a class="xref" href="#topic_vcz_cfy_2lb">Activating ticket triggers</a></li>
<li class="li"><a class="xref" href="#topic_syw_z14_lbb">Viewing the trigger revision
history</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_brc_bnz_1cb__ul_nth_llt_pbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818901530#topic_i25_jpy_pbc" target="_blank">Opening and viewing your list of ticket
triggers</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dwq_zoy_tb">
<h2 class="title topictitle2" id="ariaid-title2">Editing and cloning ticket triggers</h2>
<div class="body">
<p class="p">You can edit and clone ticket triggers. Cloning a ticket trigger creates a copy that you
can modify and use for some other purpose. If your ticket trigger notifies users, the
notification body text will reset if you change the notification destination.</p>
<div class="p">
<strong class="ph b">To edit a ticket trigger</strong><ol class="ol" id="topic_dwq_zoy_tb__ol_jxq_cpy_tb">
<li class="li"><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_dwq_zoy_tb__d7e1713" 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 name of the trigger you want to edit.</li>
<li class="li">Modify the name, description, conditions, and actions as needed. </li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To clone a ticket trigger</strong></p>
<div class="p">
<ol class="ol" id="topic_dwq_zoy_tb__ol_hpq_fkd_dx">
<li class="li"><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_dwq_zoy_tb__d7e1713" 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 name of the trigger you want to clone.</li>
<li class="li">At the top of the page, click <strong class="ph b">Actions</strong> and select <strong class="ph b">Clone</strong>.<p class="p">A copy of the
trigger is created and automatically opened for editing.</p>
</li>
<li class="li">Modify the name, conditions, and actions of the new trigger as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fqc_2m2_zsb">
<h2 class="title topictitle2" id="ariaid-title3">Deleting ticket triggers</h2>
<div class="body">
<p class="p">If you decide that you no longer need a trigger, you can either delete it or deactivate it.
Deleting a trigger means that it's gone and can't be retrieved. Triggers must be deactivated
before they can be deleted.</p>
<div class="p">
<strong class="ph b">To delete a trigger</strong><ol class="ol" id="topic_fqc_2m2_zsb__ol_psn_akv_ub">
<li class="li"><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_fqc_2m2_zsb__d7e1713" 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">If the trigger you want to delete is still active, follow the steps to <a class="xref" href="#topic_jvv_kqy_tb">deactivate the trigger</a>.</li>
<li class="li">In the <strong class="ph b">Status</strong> drop-down at the top of the triggers list, select
<strong class="ph b">Inactive</strong>.</li>
<li class="li">Next to the trigger you want to delete, click the options menu icon (<img class="image" id="topic_fqc_2m2_zsb__image_ry5_jh4_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_trigger_options.png" width="16">) and select <strong class="ph b">Delete</strong>.<p class="p">If necessary, click
the expander (&gt;) next to a category to show triggers within a category.</p>
</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete trigger</strong>.</li>
</ol>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you accidentally delete your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank">standard triggers</a>, you can quickly rebuild them. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank">About the standard Support triggers</a>. </div>
</div>
<div class="p">
<strong class="ph b">To delete multiple ticket triggers at once</strong><ol class="ol" id="topic_fqc_2m2_zsb__ol_hqf_jm2_zsb">
<li class="li"><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_fqc_2m2_zsb__d7e1713" 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" dir="ltr">
<p class="p" dir="ltr">Select <strong class="ph b">Inactive</strong> from the <strong class="ph b">Status</strong> drop-down at the top of the
trigger list.</p>
</li>
<li class="li">Check the box next to each trigger you want to deactivate and then click <strong class="ph b">Delete</strong>
at the bottom of the page.</li>
<li class="li">Click <strong class="ph b">Delete</strong> in the confirmation dialog.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jvv_kqy_tb">
<h2 class="title topictitle2" id="ariaid-title4">Deactivating ticket triggers</h2>
<div class="body">
<p class="p">If you decide that you no longer need a ticket trigger, you can either delete it or
deactivate it. Deleting a trigger means that it's gone and can't be retrieved. If you may
want to use a trigger again in the future but don't currently need it, you can deactivate
it. Deactivated triggers are found by selecting <strong class="ph b">Inactive</strong> from the <strong class="ph b">Status</strong>
drop-down at the top of the ticket trigger list, and can be reactivated if needed. If you
reactivate a ticket trigger, it won't retroactively run on past tickets.</p>
<p class="p">You can use ticket trigger categories to delete multiple triggers at the same time. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832263066#topic_df5_y5n_tnb" target="_blank">Deleting ticket trigger
categories</a>. </p>
<div class="p">
<strong class="ph b">To deactivate a ticket trigger</strong><ol class="ol" id="topic_jvv_kqy_tb__ol_pgw_ekv_ub">
<li class="li"><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_jvv_kqy_tb__d7e1713" 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 and locate the trigger you want to deactivate.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_jvv_kqy_tb__image_b3m_jh4_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_trigger_options.png" width="16">) and select <strong class="ph b">Deactivate</strong>. <p class="p">The trigger’s
status is changed to Inactive.</p>
</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To deactivate multiple ticket triggers at once</strong><ol class="ol" id="topic_jvv_kqy_tb__ol_r5n_wb2_zsb">
<li class="li"><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_jvv_kqy_tb__d7e1713" 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">Check the box next to each ticket trigger you want to deactivate and then click
<strong class="ph b">Deactivate</strong> at the bottom of the page.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Deactivate</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vcz_cfy_2lb">
<h2 class="title topictitle2" id="ariaid-title5">Activating ticket triggers</h2>
<div class="body">
<p class="p">Usually, new triggers are activated automatically. However, you can choose to create them
as inactive triggers and then activate them at a later time. Additionally, there are some
cases when you might need to <a class="xref" href="#topic_jvv_kqy_tb">deactivate</a>
and then reactivate a trigger.</p>
<p class="p"><strong class="ph b">To activate a trigger</strong></p>
<ol class="ol" id="topic_vcz_cfy_2lb__ol_tl4_cgy_2lb">
<li class="li"><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_vcz_cfy_2lb__d7e1713" 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">In the <strong class="ph b">Status</strong> drop-down at the top of the triggers list, select
<strong class="ph b">Inactive</strong>.</li>
<li class="li">Next to the trigger you want to activate, click the options menu icon (<img alt="Trigger options menu" class="image" id="topic_vcz_cfy_2lb__image_dyj_chy_2lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_trigger_options.png" width="16">) and select <strong class="ph b">Activate</strong>.<p class="p">If necessary, click the expander (&gt;) next to a
category to show triggers within a category.</p>
</li>
</ol>
<div class="p">
<strong class="ph b">To activate multiple ticket triggers at once</strong><ol class="ol" id="topic_vcz_cfy_2lb__ol_fsm_vm2_zsb">
<li class="li"><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_vcz_cfy_2lb__d7e1713" 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">In the <strong class="ph b">Status</strong> drop-down at the top of the triggers list, select
<strong class="ph b">Inactive</strong>.</li>
<li class="li">Check the box next to each trigger you want to activate and then click <strong class="ph b">Activate</strong>
at the bottom of the page.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_syw_z14_lbb">
<h2 class="title topictitle2" id="ariaid-title6">Viewing the ticket trigger revision history</h2>
<div class="body">
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Revision history is available on Enterprise plans only.</div>
</div>
<p class="p">If you're on an Enterprise plan, changes you make to a ticket trigger can be viewed in the
trigger revision history.</p>
<p class="p">The revision history displays:</p>
<div class="p">
<ul class="ul" id="topic_syw_z14_lbb__ul_vb2_lb4_lbb">
<li class="li">The currently-viewed version's configuration</li>
<li class="li">Who made the changes </li>
<li class="li">When the change was made, based on the time zone set in the user's
device
</li>
<li class="li">The changes made to the trigger in the displayed revision (optional)</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Updating the order of your triggers is not reflected as a change in the revision
history. It is, however, reflected in the last updated timestamp. </div>
The history is
available to anyone with permission to manage business rules.</div>
<p class="p"><strong class="ph b">To view the ticket trigger revision history</strong></p>
<div class="p">
<ol class="ol" id="topic_syw_z14_lbb__ol_bjy_wb4_lbb">
<li class="li"><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_syw_z14_lbb__d7e1713" 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 trigger you want to view, then click <strong class="ph b">Revision history</strong>, located below
the trigger title.<p class="p"><img class="image img-screenshot" id="topic_syw_z14_lbb__image_djb_fpw_qcb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_rev_history_link.png" width="600"></p>
<p class="p">This opens
the ticket trigger history page.</p>
</li>
<li class="li">On the trigger history page, you’ll see all the available versions in a sidebar. Click
the version you want to view.<p class="p"><img class="image img-screenshot" id="topic_syw_z14_lbb__image_s1w_gpw_qcb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_rev_history_view.png" width="650"></p>
</li>
<li class="li">From here, you can:<ul class="ul" id="topic_syw_z14_lbb__ul_epj_5c4_lbb">
<li class="li">Toggle to show or hide the changes made to the selected version</li>
<li class="li">View the read-only configuration of the selected version</li>
<li class="li">Click another version to view</li>
<li class="li">Return to the edit page</li>
</ul>
</li>
</ol>
</div>
<p class="p">For more information, see the <a class="xref" href="http://fast.wistia.com/embed/iframe/rqy6x5i5rc" target="_blank">viewing a ticket trigger's revision history</a> video.</p>
</div>
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