Support #15686

ZenDesk introducing "triggers"

Added by Marilyn Weber 3 months ago. Updated 3 months ago.

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Ray, Matt wanted you to have a look at this:


Zendesk has introduced a new feature called trigger categories to help customers organize triggers and make them easier to manage. Beginning March 31, 2022, we will be automatically adding a default category to your triggers. Our records indicate you have not yet enabled triggers in your account and will be affected by this change, so we’re reaching out with a friendly reminder in case you missed our in-product notification.

What does this mean?
In January 2021, Zendesk rolled out trigger categories as an opt-in feature and since then, many of our customers have taken advantage of this functionality with great results. We are now moving to the next phase of this rollout and will automatically add categories for customers who have not enabled them by March 31.

Please note that this change will not impact the order or the behavior of your triggers. Triggers will continue to execute in the sequence in which they’re ordered, as they always have.

What do I need to do?
We encourage you to get ahead of this change by enabling this functionality on your trigger edit page. Once you are using trigger categories, you’ll be able to designate a category when creating a new trigger via the Zendesk API or the Zendesk user interface. If you don’t specify a category when creating a new trigger, we will select a category for you.

If you don’t take action, after March 31, 2022 you’ll see a default category appear in your list of triggers. This will not impact the way your triggers execute and you shouldn’t notice any other change.

Please refer to this article for details, and partner with your developer resources as appropriate. And as always, you can contact us if you have questions or need additional support.

The Zendesk Team



#1 Updated by Marilyn Weber 3 months ago

I Don't really have any need for this sort of thing, so I'm inclined to do nothing, but please let us know what you think.

#2 Updated by Raymond Hoh 3 months ago

  • Category name set to ZenDesk
  • Status changed from New to Resolved
  • Target version set to Not tracked

Since we're not using custom triggers, then we do not have to worry about anything. At the end of March, Zendesk will create a default trigger category for us and that should be it.

#3 Updated by Marilyn Weber 3 months ago

Thanks, Ray, case closed!

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