Plan requirement
| Subscription | Any plan |
| Access | Admin |
Categories group triggers into blocks that are ordered together, which is what keeps a large configuration navigable.
Create a category
- Open Admin Center, then Objects and rules > Business rules > Triggers, and stay on the Ticket tab.
- Add a category and name it.
- Move triggers into it.
- Order the categories, then the triggers within each.
Categories are ordered as blocks: everything in the first runs before anything in the second. That makes the execution order visible at a glance instead of buried in a long list.
Categories that match execution
The most useful scheme mirrors the order things should happen in.
- Classification. Rules that work out what a ticket is.
- Routing. Group, assignee, skills.
- Service levels. Anything about timing.
- Notifications. Every message, last.
- Integrations. Webhooks to other systems.
Categorising by team or by brand looks tidy and hides the ordering, which is the thing you most need to see.
Moving a trigger changes when it runs
Worth saying plainly, because it does not feel like it should. Dragging a trigger into another category changes its position in the sequence, which can change behaviour. Reorganising an existing configuration is not cosmetic.
Deleting a category deletes its triggers
The category does not empty, it takes everything with it. Deleting a trigger category deletes every ticket trigger inside it, and Zendesk shows a count of what is about to go before you confirm. Read that number.
There is a guard in front of it: a category can only be deleted once every trigger in it is inactive or has been moved somewhere else. So the safe way to empty a category is to move the triggers you want to keep first, and treat what is left as the thing you are deliberately removing.
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