Announcing the Action Builder EAP

EAP Phase | Announced on | Rollout on
Phase 1 | April 9, 2025 | April 9, 2025
Phase 2 | June 2, 2025 | June 2, 2025
Phase 3 | July 10, 2025 | July 10, 2025
Phase 4 | August 19, 2025 | August 19, 2025
Phase 5 | September 22, 2025 | September 22, 2025

Zendesk is excited to announce the early access program (EAP) for a visual workflow builder called action builder.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The action builder provides a new and simplified way for teams to manage and automate workflows across multiple systems without requiring any coding. This enables non-technical admins and users to customize and use integrations with Zendesk like never before.

The Action Builder EAP will consist of multiple phases as features are developed and customer feedback is addressed. Follow this article to receive notifications of new phases.

For more information, see Understanding the action builder and action flows.

Phase 1: Introducing the Action Builder

The workflows created by action builder are called action flows.

EAP participants will be able to:

Use a user-friendly visual workflow builder in Admin Center to create multi-system action flows.

Initiate action flows based on Zendesk events or when an agent approves an agent copilot suggestion.

Leverage pre-built connectors to and unique steps for Salesforce, Jira, Slack, and Google Sheets.

Integrate with other external systems by creating custom actions.

Phase 2: New connectors, steps, and ability to test action flows

In addition to the original functionality, the following new capabilities and features have been added to the Action Builder EAP:

Zendesk user events are now available as action flow triggers.

The ability to connect to OpenAI and leverage pre-built steps.

New external steps for Salesforce and Slack.

New Zendesk steps to lookup users and organizations.

The ability to test action flows prior to activating them.

Phase 3: New connectors, steps, and enhancements to existing steps

In addition to the original functionality, the following new capabilities and enhancements have been added to the Action Builder EAP:

Action flows can return outputs to agent copilot to use in suggestions

Admins can configure conditions on ticket event and user event action flow triggers to further narrow down the circumstances under which the trigger fires.

New steps that allow you to add and remove ticket tags, and support for tags in conditional logic.

The following custom ticket field types can be used in action flows in the Create ticket and Update ticket steps to provide values, and in the Look up ticket step to reference those fields' values as variables:

Drop-down

Checkbox

Text

Number

Decimal

Multi-line

New external steps for Google Sheets are available.

A new connector for Confluence is available.

Phase 4: New connectors, action flow triggers, and steps

In addition to the existing functionality, the following new capabilities and enhancements have been added to the Action Builder EAP:

Some Slack events can be used as action flow triggers

Date values can be used within steps in an action flow

A new connector for Microsoft Excel

A new connector for Shopify

The OpenAI connector now supports GPT 5.0 for all OpenAI steps

Phase 5: New connectors and capabilities

In addition to the existing functionality, the following new capabilities and enhancements have been added to the Action Builder EAP:

A new connector for Microsoft Outlook

A new connector for Microsoft Teams

The ability to create custom action flow triggers to initiate action flows based on events in external systems

Support for more custom field types

Improved error visibility in the integrations log when testing and running action flows

Why is Zendesk making this change?

Resolving tickets requires agents, both AI and human, to take actions. Commonly, these actions span multiple systems, channels, and policies. Zendesk listened to customers when they said automating actions across Zendesk and external system is a source of friction for them. We're investing in the action builder to make it easier for human and AI agents to take actions and resolve complex issues across systems with no-code custom action flows.

What do I need to do?

If you’d like to participate in the EAP, sign up. We’ll review sign ups on a regular basis, and  we’ll notify you via email about when Action Builder will be activated in your account if you're eligible to participate.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.