Creating categories to organize ticket triggers

Location: Admin Center > Objects and rules > Business rules >
Triggers

Ticket trigger categories allow you to visually group ticket triggers for
easier organization and management. This article describes how admins and agents in custom roles with business rules permissions can create
ticket trigger categories.
This article includes the following sections:

About ticket trigger categories
Creating categories for ticket triggers
Organizing ticket triggers within categories
Using the Zendesk API for ticket trigger categories

Related articles:

Managing ticket trigger categories



About ticket trigger categories

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.

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 Understanding when ticket triggers
run and fire and the best practices for ordering your ticket
triggers.



Creating categories for ticket triggers

You can create new trigger categories and add ticket triggers to them.
To create a trigger category for ticket triggers

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Select the Tickets tab.
Open the Add trigger drop-down menu at the top of the tab and select Add
category.

Enter a name for the category and click Add.
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.
To create a new ticket trigger and add it to the category, click +Add trigger in
the category.
For details on adding
triggers, see Creating ticket triggers for
automatic ticket updates and notifications.

To move an existing ticket trigger to the category, you can drag-and-drop it into the category or edit the trigger and select the
Category.
You can also reorder triggers using drag-and-drop to move ticket triggers between categories.






Organizing ticket triggers within categories

Once you've added trigger categories, you can do the following to organize ticket
triggers within categories:

To set the order of ticket triggers within a category, see reordering ticket
triggers.
To move ticket triggers from one category to another, you can:
Drag-and-drop one or more ticket triggers between categories. For more information
on how to drag-and-drop triggers, see Reordering triggers.
Select the checkbox next to one or more ticket triggers, click Move to
category, select the category, and click Move. When using this method to
move ticket triggers into a category, their order will be the same as they were in the
original category.

Edit
the ticket trigger and select a new Category.


To add a new ticket trigger to a specific location in the triggers list, click the
options menu icon ( ) next to a ticket trigger, then choose Add trigger below
from the menu.

To delete a ticket trigger from a category, see Deleting ticket triggers.




Using the Zendesk API for ticket trigger categories

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 API documentation.



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