Creating categories to organize ticket triggers

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<p id="docs-hc-snippet" style="display: none;">Ticket triggercategoriesallow you to visually group ticket triggers for easier organization and management. This article describes how admins andagents in custom roles with business rules permissionscan create ticket trigger categories.</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>
</div>
<p class="p" dir="ltr">Ticket trigger <em class="ph i">categories</em> allow you to visually group ticket triggers for
easier organization and management. 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 permissions</a> can create
ticket trigger categories. </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_kkt_22f_mnb">About ticket trigger categories</a></li>
<li class="li"><a class="xref" href="#topic_vbd_2ym_tnb">Creating categories for ticket triggers</a></li>
<li class="li"><a class="xref" href="#topic_cdk_m1n_tnb">Organizing ticket triggers within categories</a></li>
<li class="li"><a class="xref" href="#topic_v42_wqj_bpb">Using the Zendesk API for 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/4408832263066" target="_blank">Managing ticket trigger categories</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kkt_22f_mnb">
<h2 class="title topictitle2" id="ariaid-title2"><strong class="ph b" id="docs-internal-guid-351df2a0-7fff-a154-502e-8d1dbec89b25">About ticket trigger categories</strong></h2>
<div class="body">
<p class="p" dir="ltr">To help you manage ticket triggers in your account, you can add additional ticket
trigger categories. Ticket trigger categories enable you to arrange ticket triggers into
groups or collections based on trigger functions or other criteria. This feature is
particularly useful for accounts that have a large number of ticket triggers. You can expand
or collapse the categories to show or hide triggers in each collection. </p>
<p class="p"><img class="image" id="topic_kkt_22f_mnb__image_zfq_wxm_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_all2.png" width="600"></p>
<p class="p" dir="ltr">When you decide how to group your ticket triggers into categories, keep in mind
that the order you set for ticket trigger categories must match the order in which you want
triggers to run. Run order will have a big impact on how you decide to create and organize
triggers within categories. For example, in the illustration above, all triggers in the
Email Triggers category run before any triggers in the API Triggers category. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work#h_15524764971513292862138" target="_blank"><u class="ph u">Understanding when ticket triggers
run and fire</u></a> and the best practices for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">ordering your ticket
triggers</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vbd_2ym_tnb">
<h2 class="title topictitle2" id="ariaid-title3">Creating categories for ticket triggers</h2>
<div class="body">
<p class="p">You can create new trigger categories and add ticket triggers to them.</p>
<p class="p"><strong class="ph b">To create a trigger category for ticket triggers</strong></p>
<ol class="ol">
<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_vbd_2ym_tnb__d8e1766" 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">Select the <strong class="ph b">Tickets</strong> tab.</li>
<li class="li">Open the <strong class="ph b">Add trigger</strong> drop-down menu at the top of the tab and select <strong class="ph b">Add
category</strong>. <p class="p"><img class="image" id="topic_vbd_2ym_tnb__image_acw_5ym_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_add_menu.png" width="150"></p>
</li>
<li class="li">Enter a name for the category and click <strong class="ph b">Add</strong>. <p class="p"><img class="image" id="topic_vbd_2ym_tnb__image_ugt_zym_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_name.png" width="600"></p>
A new category appears at
the bottom of the ticket triggers list. You can create new ticket triggers and add them to
the category, or move existing ticket triggers to the category. </li>
<li class="li">To create a new ticket trigger and add it to the category, click <strong class="ph b">+Add trigger</strong> in
the category.<p class="p"><img class="image" id="topic_vbd_2ym_tnb__image_y15_wzm_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_add_button.png" width="600"></p>
<p class="p">For details on adding
triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers for
automatic ticket updates and notifications</a>.</p>
</li>
<li class="li">To move an existing ticket trigger to the category, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">drag-and-drop it</a> into the category or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_dwq_zoy_tb" target="_blank">edit the trigger</a> and select the
<strong class="ph b">Category</strong>.<p class="p"><img class="image" id="topic_vbd_2ym_tnb__image_ily_h1n_tnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_category_change.png" width="400"></p>
<p class="p">You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">reorder triggers</a> using drag-and-drop to move ticket triggers between categories.
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_cdk_m1n_tnb">
<h2 class="title topictitle2" id="ariaid-title4">Organizing ticket triggers within categories</h2>
<div class="body">
<p class="p" dir="ltr">Once you've added trigger categories, you can do the following to organize ticket
triggers within categories:</p>
<ul class="ul" id="topic_cdk_m1n_tnb__ul_kcp_p1n_tnb">
<li class="li" dir="ltr">To set the order of ticket triggers within a category, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">reordering ticket
triggers</a>. </li>
<li class="li" dir="ltr">To move ticket triggers from one category to another, you can:<ul class="ul" id="topic_cdk_m1n_tnb__ul_eng_cjt_x4b">
<li class="li">Drag-and-drop one or more ticket triggers between categories. For more information
on how to drag-and-drop triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">Reordering triggers</a>.</li>
<li class="li">Select the checkbox next to one or more ticket triggers, click <strong class="ph b">Move to
category</strong>, select the category, and click <strong class="ph b">Move</strong>. When using this method to
move ticket triggers into a category, their order will be the same as they were in the
original category.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_dwq_zoy_tb" target="_blank">Edit</a>
the ticket trigger and select a new <strong class="ph b">Category</strong>.</li>
</ul>
</li>
<li class="li">To add a new ticket trigger to a specific location in the triggers list, click the
options menu icon (<img class="image" id="topic_cdk_m1n_tnb__image_scv_zqc_dx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to a ticket trigger, then choose <strong class="ph b">Add trigger below</strong>
from the menu. <p class="p"><img class="image" id="topic_cdk_m1n_tnb__image_og3_h34_14b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_categories_add_below.png" width="600"></p>
</li>
<li class="li">To delete a ticket trigger from a category, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_fqc_2m2_zsb" target="_blank">Deleting ticket triggers</a>. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_v42_wqj_bpb">
<h2 class="title topictitle2" id="ariaid-title5">Using the Zendesk API for ticket trigger categories</h2>
<div class="body">
<p class="p">Once you are using trigger categories, you can designate a category when creating a new
ticket trigger via the Zendesk API. If you don’t specify a category when creating a new
ticket trigger, Zendesk will select a category for you. You’ll also be able to make changes
to trigger categories themselves through the API. See our <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/triggers" target="_blank">API documentation</a>.</p>
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