Reordering and sorting your list of ticket triggers

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<p id="docs-hc-snippet" style="display: none;">You can reorder your list of ticket triggers to designate the order in which they fire. By default, ticket triggers are sorted by position (the order in which they fire) on the Triggers page, but you can change the sort order, as needed.</p>
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<p class="p">You can reorder your list of ticket triggers to designate the order in which they fire. By
default, ticket triggers are sorted by position (the order in which they fire) on the Triggers
page, but you can change the sort order, as needed.</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_vnl_zpy_tb">Reordering triggers</a></li>
<li class="li"><a class="xref" href="#topic_zxc_hjd_dx">Sorting the list of triggers</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>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722" target="_blank">Managing ticket triggers</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vnl_zpy_tb">
<h2 class="title topictitle2" id="ariaid-title2">Reordering triggers</h2>
<div class="body">
<p class="p">You can reorder your list of ticket triggers to designate the order in which they fire.
Ticket trigger order is important. Remember that all of your active ticket triggers run each
time a ticket is created or updated and actions in one ticket trigger can affect the actions
in another. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058#h_15524764971513292862138" target="_blank">Understanding when triggers run and
fire</a>. </p>
<div class="p">As a best practice, the following order is recommended for your ticket triggers:<ol class="ol" id="topic_vnl_zpy_tb__ol_thk_mj1_xbb">
<li class="li">
<strong class="ph b">Changes or updates to ticket values. </strong>Any triggers that change ticket values,
such as status, priority, or any other field value, should be listed first. These
triggers can impact ticket assignments and notifications. </li>
<li class="li">
<strong class="ph b">Ticket assignments. </strong>Triggers that assign tickets to groups or individual agents
should be listed after triggers that update any other value on the ticket. </li>
<li class="li">
<strong class="ph b">Notifications. </strong>Triggers that send notifications to users or targets should be
listed last. This is because you want the system to make any necessary changes before
you send out email notifications. </li>
</ol>
</div>
<p class="p">You can use trigger categories to reorder multiple ticket triggers at the same time. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832263066#topic_avl_ksn_tnb" target="_blank">Reordering trigger
categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594#topic_cdk_m1n_tnb" target="_blank">Organizing ticket triggers within
categories</a>.
</p>
<p class="p">Updating the order of your ticket triggers is not reflected as a change in the revision
history. It is, however, reflected in the trigger's last updated timestamp. </p>
<p class="p"><strong class="ph b">To reorder ticket triggers using drag-and-drop</strong></p>
<div class="p">
<ol class="ol" id="topic_vnl_zpy_tb__ol_kbq_l5g_4w">
<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_vnl_zpy_tb__d7e1766" 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 <strong class="ph b">Edit order</strong> in the upper right.<p class="p"><img class="image img-screenshot" id="topic_vnl_zpy_tb__image_dzk_rqc_dx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/triggers_edit_order_button.png" width="100"></p>
</li>
<li class="li">Click the expander (&gt;) next to the category that contains the ticket triggers you want
to move.<p class="p">If you have only one trigger category, it is expanded for you.</p>
</li>
<li class="li">If you want to move multiple triggers at once, select the ticket triggers.</li>
<li class="li">Click and hold the grabber icon (<img class="image" id="topic_vnl_zpy_tb__image_gx4_fgh_4w" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/drag_and_drop_handle.png" width="20">) for the ticket trigger or triggers you want to
move.</li>
<li class="li">Drag into position and release the handle. </li>
<li class="li">Repeat as needed to reorder your ticket triggers list.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<div class="note note">
<span class="notetitle">Note:</span> If you receive a "Trigger order wasn't updated" error message when reordering triggers,
it might be because the trigger references invalid fields or values or because the trigger
was created by an app or integration. To check for invalid references, review trigger
conditions for the "No longer available" error message.</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zxc_hjd_dx">
<h2 class="title topictitle2" id="ariaid-title3">Sorting the list of triggers</h2>
<div class="body">
<p class="p">By default, ticket triggers are sorted by position (the order in which they fire). You can
change the sort order by clicking the column headings that appear on the triggers page. You
can sort based on a number of properties, including:</p>
<div class="p">
<ul class="ul" id="topic_zxc_hjd_dx__ul_ayc_hjd_dx">
<li class="li">Name</li>
<li class="li">Last updated</li>
<li class="li">Date created</li>
<li class="li">Triggered (last 1 hour, last 24 hours, last 7 days, or last 30 days).</li>
</ul>
</div>
<p class="p">Sorting your ticket triggers doesn't affect the order your triggers run and fire in. If you
want to select a new order to fire your ticket triggers, follow the steps in <a class="xref" href="#topic_vnl_zpy_tb">Reordering triggers</a>.</p>
<div class="p">
<strong class="ph b">To sort your ticket triggers</strong><ol class="ol" id="topic_zxc_hjd_dx__ol_byc_hjd_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_zxc_hjd_dx__d7e1766" 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 column heading you want to use to sort your ticket triggers. <p class="p">The triggers
are reorganized based on that property.</p>
</li>
<li class="li">Click the column heading again to change from ascending to descending order.</li>
<li class="li">Click the column heading a third time to return to the default sort order.</li>
<li class="li">To return to the default sort order, click the <strong class="ph b">Undo sort</strong> button.</li>
<li class="li">You can increase your sorting options by changing some of the column headings that
appear in the list. At the top of the ticket triggers list, click the columns icon
(<img class="image" id="topic_zxc_hjd_dx__image_ckk_kjb_pmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_columns_icon.png">) and then select and deselect columns as needed.<p class="p"><img class="image img-screenshot" id="topic_zxc_hjd_dx__image_ns4_jnb_pmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/triggers_show_columns4_tm.png" width="200"></p>
</li>
</ol>
</div>
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