Using Google Gemini action in action flows

By connecting the action builder to external systems, such as Google Gemini,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.
Note: The
steps associated with external systems in action flows are referred to collectively
as external actions.

This article contains the following topics:
Connecting Google Gemini to action builder
Using Gemini actions in action flows




Connecting Google Gemini to action builder

Before you can include external actions in your action flows, you must connect the
action builder to the external system.
When connecting to external systems for use in action flows, the following best practices are recommended:
All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.
All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.
When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.



To connect action builder to Google Gemini
In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.

Create or edit an action flow.
Open the step sidebar.
Under External actions, click Google Gemini.
Click Connect.
Use an API key to authenticate your account.
Note:

All external actions performed by an action flow are attributed
to the user who connected the external system. Therefore, it is
a best practice to use a dedicated service account rather than
personal credentials when connecting to each external
system.
The connection isn't confirmed until you test or use an action
flow with a Google Gemini step.





After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Gemini.



Using Gemini actions in action flows

Gemini action steps can be used to analyze text and send prompts.
The following Gemini actions are available:
Analyze sentiment
Extract keyword
Summarize text
Send prompt




Using Gemini to analyze the sentiment of text

Use the Analyze sentiment action to detect the emotional tone of text.
This action has the following inputs and outputs:










Variables




Inputs

model, text



Output

sentiment









Using Gemini to extract keywords from text

Use the Extract keywords action to identify main topics or entities within
text. These keywords can then be used as ticket tags.
This action has the following inputs and outputs:










Variables




Inputs

model, text



Output

keywords









Using Gemini to summarize text

Use the Summarize text action to generate a summary of large quantities of
text.
This action has the following inputs and outputs:










Variables




Inputs

model, text



Output

summary









Using Gemini to send a prompt

Use the Send prompt action to define a custom prompt and response from the
Google Gemini API.
For example, you might use a prompt such
as: Analyze this ticket and categorize it into one of the following: Billing, Technical Issue, Feature Request, Bug Report, General Inquiry.
Ticket: [description]

Where [description] is replaced with a variable in the action flow.
This action has the following inputs and outputs:










Variables




Inputs

model, text



Output

content








{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10306407796122",
"url": "https://support.zendesk.com/hc/en-us/articles/10306407796122-Using-Google-Gemini-action-in-action-flows",
"headline": "Using Google Gemini action in action flows",
"description": "You can connect an action builder to Google Gemini to incorporate external actions like sentiment analysis, keyword extraction, text summarization, and custom prompts into automated workflows.",
"articleSection": "Extending Zendesk",
"datePublished": "2026-02-13T15:32:57+00:00",
"dateModified": "2026-02-22T19:24:31+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10306407796122"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}