Creating action flows to automate processes across Zendesk and external systems

Anaction flowis a user-defined automated workflow. Each action flow consists of an action flow trigger, which initiates the flow, and one or more actions. Action flows can run in response to their configured trigger or be initiated by agents using agent copilot auto assist.


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Summary: ◀▼
You can create action flows to automate workflows triggered by ticket, user, custom object, Slack, or scheduled events. These flows include Zendesk and external system actions, branches, loops, and custom code steps. Inputs can be static or dynamic, supporting complex conditions and integrations with tools like Jira, Slack, and Salesforce. Action flows help streamline processes and improve support efficiency by automating repetitive tasks.





Tip: Usage of action flows is measured through action credits. Each account includes an allowance of action
credits based on their plan.
An action flow is a user-defined automated workflow. Each
action flow consists of an action flow trigger, which initiates the flow, and one or
more actions. Action flows can run in response to their configured trigger or be
initiated by agents using agent copilot auto assist.
For example, you might define an action flow that is triggered when a ticket's form
changes from the standard Support form to the custom Incident ticket form. When
this happens, the action flow changes the ticket's priority to urgent, creates a Jira
issue, adds a link to the Jira issue to the ticket, and sends the relevant team a Slack
message notifying them of the urgent Jira issue.
This article describes how to create an action flow.
This article contains the following topics:
Anatomy of an action flow
Creating an action flow
Adding actions and steps to action flows
Providing inputs for actions and steps


Related articles:
Understanding external actions for action
flows
Editing and managing action flows




Anatomy of an action flow

At its core, an action flow is a series of actions that are initiated by an
action flow trigger.
The following types of actions are available:

Action flow
trigger: The condition under which the action flow is
initiated. Admins can apply conditions to the ticket and user event triggers
to further constrain when they fire.

Zendesk actions:
Steps related to Zendesk objects, including tickets, users, organizations,
and assets.

External
actions: Steps related to external systems you've connected to.
The actions available vary by system.

Flow control and utility steps: Steps structure of your action flow
and extend it with custom logic. The following flow control and utility
steps are available:

Branch: Splits
your action flow into two or more paths based on a user-defined
condition.

Repeat while
conditions are met: (ITAM only) A step that
repeats actions within the repeat block while specified conditions
are met.

Repeat for
each: (ITAM only) A looping step
that repeats actions within the repeat block for each item in a
list.

Custom code:
User-defined modern JavaScript code that can be incorporated into an
action flow to implement custom logic and data transformations. See
Using custom code steps in action
flows.

Update custom
variables: Create and update values for custom variables,
such as pagination or incrementing counters within loops.

Send outputs to
copilot: (Copilot add-on only) For
action flows initiated by the Run on demand trigger, you can
use this step to send outputs from the action flow back in response.
If used in a branched action flow, the outputs sent reflect that
branch only.
Note: No other steps can follow a Send outputs to
copilot step within a branch of an action flow.




Custom actions:
User-defined steps that update or query data using any API. Custom actions
are used by agent copilot auto assist, AI
agents, and action flows.


With the exception of the custom code steps and some action flow triggers, steps
always require a data input. Commonly, the input of one step is the data
returned from a previous action, known as that step's output. However, in
some cases, you can specify static inputs. Additionally, not all steps provide an
output. For more information, see Providing inputs for actions and steps.



Creating an action flow

Admins can create up to 25 action flows. Each flow can consist of one action flow
trigger and up to 50 steps total.
Note: To create an action flow to sync IT asset
data, you must use the Jamf Pro or Microsoft Intune templates.


To create an action flow
In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.
Click Create flow.
Enter a unique Name and a Description to help other admins
understand the action flow.
Note: Agent copilot auto assist uses the action
flow's name and description to determine when an action flow should be
suggested to an agent. For help writing good names and descriptions, see
the best practices.

Click Next.
Click + Add trigger, and then use the step sidebar to configure the
condition under which the action flow is initiated and any required
inputs. See Adding an action flow trigger.

Below the trigger event step, click the Add step icon
( ). Then use the step sidebar to
configure it:
Configure the step's Inputs. See Providing inputs for actions and steps.
(Optional) Under Error handling, select Retry on error
if you want the step to retry. When selected and a non-destructive
error occurs, the action flow automatically retries the action
at intervals of 15 seconds, 3 minutes, 36 minutes, and 1 hour.
Currently, the supported error codes are 429 (rate limiting) and
503 (server unavailable). Other error codes aren't supported by
the retry functionality.

Configure the Error handling for the step:
To retry the step when an error occurs, click Retry on
error.
Select one of the following behaviors if retry fails:
Stop flow, Continue to next step,
Follow error branch. See Error handling for steps.



See Adding actions and steps to action flows.

Repeat step 6 - 7 beneath other steps as needed to complete your action
flow.
(Optional) Rename the label for any steps in the action flow as needed for
clarity.
Click Save. New action flows are inactive by default. Before an
action flow can be used, you must activate the flow.

(Optional) Test the action flow.
When you're ready to use the action flow, click Activate.




Adding an action flow trigger

Every action flow begins with a trigger event. This is what initiates the flow.
The following types of events are available as action flow triggers:



Ticket events: Including ticket lifecycle, such as creation, and
ticket updates to: ticket properties, standard or custom ticket fields,
routing, comments, SLAs, schedules, and CSAT
Note: Action flows initiated
by ticket updates often run when a ticket is created, too, because
ticket values are perceived as changing from null or empty to an
actual value.


User events: Including user creation; updates to a user's name,
role, organization, group, brand, and so on; updates to custom field
values on a user's profile; adding or changing a profile picture;
changes to a user's identity; and changes to a user's status, such as
suspended or deleted
Note:

The User last login changed action flow trigger only
fires if the previous login occurred more than 20 minutes
ago.
The User commenting permission changed action flow
trigger only fires if the user's profile is updated to
change their Comment permissions. This doesn't apply to the
custom role permissions on Enterprise plans and above.




Custom object events: Including custom object lifecycle, such as
custom object record created, updated, or deleted.

Slack events: (EAP) Including new message posted in channel, new
direct message sent to a user, and new reaction added to message

Note: There isn't a built-in way to link a Slack message to a
Zendesk ticket after the ticket is created, for ongoing
conversational support. If you use a Slack event as an action flow
trigger that then creates a Zendesk ticket, only the contents of the
message that initiated the action flow as it existed at that moment
in time, is available for inclusion in the ticket.


Run on demand
Note: The Run on demand action flow trigger
functions only for AI agents and auto assist.


Schedule: A time-based trigger allowing action flows to run at a
specific time on a recurring basis.

Custom action flow trigger: User-defined triggers designed to
listen for an HTTP request from a specific external system. Select an
existing custom trigger or create a new custom
trigger.



To add an action flow trigger to an action flow
Open an action flow.
In the visual workflow builder, click + Add trigger.
In the step sidebar, select whether you want the action flow to be
initiated by a Ticket event, User event, Slack
event, when a Suggested action flow is approved by agent, or by a
custom trigger.
Click through the available options and select a single action flow
trigger.
If you selected Agent copilot > Auto assist > Suggested action
flow approved by agent, you can configure an input to be
provided by auto assist:
In the step sidebar, click + Add input.
Enter a Name and Description. Providing clear
and detailed names and descriptions for inputs helps auto
assist determine the correct information to provide when the
action flow runs.
It is possible to have auto assist
provide a ticket ID as input for this action flow trigger.
To do so, you must name the input zendesk_ticket_id
and set the type to number. If the input name and
type aren't exact matches to this, auto assist won't be able
to add the ticket ID.

For Type, select one of the following options:
True/False (Boolean), Text, Number
(Integer), Decimal, Date, Date and time, or
an array of the supported types.
Click Save.


(Optional) For ticket event, user event, and custom action flow
triggers, you can configure conditions that must be met for the action
flow trigger to fire:
Select the Variable. This is data output from the action
flow trigger.
Select the Operator that describes the relationship
between the condition's variable and value. The available
operators change based on the variable selected.
Enter the Value used when evaluating the condition.
Note:

These values are case-sensitive. It's important to
note that Zendesk tickets use lower-case for the
type, status, and priority fields. For example, when
referring to a ticket's type, entering a value of
Incident would fail to match because it's
expecting incident.
The value field isn't required when using the Is
present or Is not present operators.
Use the is present operator when a variable
is present only sometimes or is consistently
included but can have a null value.










Adding actions and steps to action flows

In addition to the action flow trigger, you must add at least one step. There are
six types of steps you can add to an action flow:
Zendesk
actions
External
actions
Branch steps
Repeat while condition is
met steps
Repeat for each
steps
Update custom variables
steps
Custom code
steps
Send outputs to copilot
steps
Custom action
steps




Adding Zendesk actions

Zendesk action steps perform Zendesk-specific tasks, such as modifying a
ticket's priority. Action flows can consist of Zendesk actions and external
actions for multiple connected systems.
The available Zendesk actions depend on the features that are turned on in
your account, but include:
List tickets
Show tickets
List ticket comments
Add ticket comment
Create ticket
Edit ticket
Get ticket fields
Set ticket assignment
Set ticket form
Bulk edit tickets
Download ticket attachment
Filter tickets
Add tags to ticket
Remove tags from ticket
Look up user
Look up organization
Send approval request
Send approval request and wait for outcome (Advanced Approval Actions
EAP only)
Add task list
Create user
Update user
Create or update user
Hand off to custom agent (Custom Agents EAP
only)
Batch import asset (ITAM only)
Create asset (ITAM only)
Update asset (ITAM only)
Create or update asset (ITAM only)
Create custom object record
Look up custom object record
Update custom object record
Create or update custom object record
Delete custom object record


Zendesk actions that are performed by the flow are attributed to the system
user.

To add Zendesk actions to an action flow
Open an action flow.
In the action builder, beneath an existing step, click the Add
step icon ( ).
In the step sidebar, under Zendesk actions, click the
menu options to select the action.
In the step sidebar, enter the required inputs for the selected
action. See Providing inputs for actions and steps.





Adding external actions

External action steps perform tasks specific to a connected system, such as
sending a Slack message or creating a Jira issue. An action flow can consist
of Zendesk actions and external actions for multiple connected systems.
Regardless of how an action flow is triggered, external actions are
attributed to the admin who connected the external system.
Action flows support connections to the following external systems. For more
information about specific actions and examples of how you might use them,
see:
Using Airtable
actions
Using Asana actions
Using Calendly
actions
Using Chargebee
actions
Using Claude actions
Using Confluence
actions
Using GitHub actions
Using Gmail actions
Using Google Gemini
actions
Using Google Calendar
actions
Using Google Drive
actions
Using Google Forms
actions
Using Google Sheet
actions
Using HubSpot actions
Using Incident.io
actions

Using Jamf Pro actions
(ITAM EAP only)
Using Jira actions
Using Klaviyo actions
Using Linear actions
Using Mailchimp
actions
Using MCP tools
Using Microsoft Calendar
actions
Using Microsoft Dynamics 365
Sales actions
Using Microsoft Entra ID
actions
Using Microsoft Excel
actions

Using Microsoft Intune
(ITAM EAP only)
Using Microsoft OneDrive
actions
Using Microsoft Outlook
actions
Using Microsoft Planner
actions
Using Microsoft SharePoint
actions
Using Microsoft Teams
actions
Using New Relic
actions
Using Notion actions
Using Okta actions
Using OpenAI actions
Using PagerDuty
actions
Using Recurly actions
Using Salesforce
actions
Using Shopify actions
Using Slack actions
Using Stripe actions
Using SurveyMonkey
actions


Note: If you don't see an external system listed that you want to use,
you can create custom actions to
define other external system tasks you want to include in your action
flows. These are exposed in action builder as custom actions rather than
external actions.


To add external actions to an action flow
Open an action flow.
In the action builder, beneath an existing step, click the Add
step icon ( ).
In the step sidebar, under External actions, click the
menu options to select the action.
In the step sidebar, enter the required inputs for the selected
action. See Providing inputs for actions and steps.





Adding branch steps

Although some action flows progress linearly, it's common for them to include
one or more branches. When you add a branch, you must define a single
condition for the If condition is met branch. The Else branch
encompasses everything that doesn't meet the If condition, so no
configuration is required for the second branch.

To add branch steps to an action flow
Open an action flow.
In the visual workflow builder, beneath an existing step, click the
Add step icon ( ).
In the step sidebar, under Flow control and utility, select
Branch.
Configure the If condition is met branch condition:
Select the Variable. This is data output from a
previous step in the action flow.
Select the Operator that describes the relationship
between the condition's variable and value. The available
operators change based on the variable selected.
Enter the Value used when evaluating the condition.
Note:

These values are case-sensitive. It's important
to note that Zendesk tickets use lower-case for
the type, status, and priority fields. For
example, when referring to a ticket's type,
entering a value of Incident would fail to
match because it's expecting incident.
Dates have additional configuration options,
which enable more complex time-related conditions,
such as a date value plus or minus a certain
number of days. See Using date and date time values in actions and steps.
The value field isn't required when using the
Is present or Is not present
operators.










Error handling for steps

Rather than being a standalone step, error handling is configured for each
step. You can choose whether to retry the step if an error occurs, and if
the step still fails after retries, you can decide whether the action flow
should stop, continue, or follow the error branch based on the final
outcome.
For example, if an error occurs during a data sync action, you might want to
retry the step if the error is temporary. If the step still fails, you might
add a failed sync tag or another indication of the error on the record that
failed to sync, stop the flow, or follow the error branch for follow-up
actions.

To configure error handling for a step
Open an action flow.
In the visual workflow builder, either click the Add step
icon ( ) or select an existing
step.
In the step sidebar, under Error handling, select Retry on
error if you want the step to retry automatically if it
fails.
If the step fails after retries, select what should happen next:

Stop flow to end the action flow.

Continue flow to let the rest of the action flow
continue.

Follow error branch to send the flow down the error
path.


Configure the option you selected.




Retry on error

Use this option when a step fails because of a temporary issue, such as a
rate limit or service interruption. When retry is enabled, action
builder retries the step automatically instead of failing immediately.
The action flow retries at intervals of 15 seconds, 3 minutes, 36
minutes, and 1 hour.
Currently, retry supports the following error codes:

429 (rate limiting)
503 (server unavailable)

Other error codes aren't supported by the retry functionality.
For example, if a step makes an API request and the service returns a
temporary error, action builder can try the request again after a short
delay.



Stop flow

Use this option when the step is required and the action flow should end
if the step still fails after retries. If the step cannot complete
successfully, the action flow stops immediately.
For example, if a ticket must be created successfully before any
follow-up actions run, you might stop the flow if the create step
continues to fail after retry attempts.



Continue flow

Use this option when a failed step should not prevent the rest of the
action flow from running after retry attempts are exhausted. The step is
marked as failed, but the flow continues to the next step.
For example, if a notification step fails but the main workflow is still
complete without it, you can continue to the next step.



Follow error branch

Use this option when you want to take different actions depending on
whether a step succeeds or fails after retries. This creates two
branches beneath the step: Success and Error. Configure
each branch with the actions you want to run.
For example, if a data sync step fails after retry attempts, you might
add a "failed sync" tag, send a notification, or run a fallback action
in the error branch. If the step succeeds, you can continue the normal
workflow in the success branch.



Using error outputs in downstream steps

When you choose Continue flow or Follow error branch, you
can use error outputs from the failed step (Error message, HTTP status
code, and Response body) in later steps or conditions. The variables
available depend on which option you chose:


Continue flow: Both the success outputs and the error outputs
are available. At runtime, only the outputs that match the actual
outcome are populated; the other set is null.

Follow error branch: On the error path, only the error
outputs are available. On the success path, only the success outputs
are available.

You can use error outputs to send notifications with failure details or
to route the flow based on the type of failure. For example, you can add
a branch step after a failed action and create separate conditions for
HTTP status code = 400, 404, 429, or 500 to take different actions for
each case.




Adding wait steps

Wait steps are used to pause an action flow mid-execution until either a
specified amount of time has passed or condition is met. After the wait time
or condition occurs, the action flow resumes from that point in the action
flow.

To add wait steps to an action flow
Open an action flow.
In the visual workflow builder, beneath an existing step, click the
Add step icon ( ).
In the step sidebar, under Flow control and utility, select
Wait.
In the step sidebar, under Wait for, select either:

Time delay, and then enter the amount of time the
action flow should wait.

Condition, and then select the condition's
Variable, Operator, and
Value. For example, the following condition
would cause an action flow to wait after creating an
approval request until the approver responds to the
request or it is withdrawn:

Variable: Send approval request >
Approval request ID

Operator: Contains at least one of

Value: Approved, Denied, Withdrawn










Adding Repeat while conditions are met steps

If you need to repeat an action under specific circumstances, you can use the
Repeat while conditions are met step. This is ideal for fetching
data.

To add Repeat while conditions are met steps to an action flow
Open an action flow.
In the visual workflow builder, beneath the last step in your action
flow (or branch of an action flow), click the Add step icon
( ).
In the step sidebar, under Flow control and utility, select Repeat
while condition is met and place it where you want it in the
flow.
Add at least one action to the repeat box in the action
builder.
Note: Repeat for each steps can be added within a repeat
while conditions are met step, but not vice versa.

Click the Repeat while condition is met step to specify the
step's condition. Conditions are the qualifications needed for the
step to repeat. Only one condition can be defined for a repeat
while step.

Select a Variable, Operator, and Value for the
condition. The variable must be an output from an action in
the repeat box. The operator determines the relationship between
the variable and the value. The available operators vary based
on the selected variable's type.






Adding Repeat for each steps

If you need to repeat an action for a list of items, use the Repeat for
each step. This is designed for bulk data operations.

To add Repeat for each steps to an action flow
Open an action flow.
In the visual workflow builder, beneath the last step in your action
flow (or branch of an action flow), click the Add step icon
( ).
In the step sidebar, under Flow control and utility, select Repeat for
each and place it where you want it in the flow.
Under List, select an output from a previous step in the
action flow that is an array.
(Optional) If you need to check more than one list, click Check
for more items in the repeat box in the action builder and
select another array.





Adding Update custom variable steps

The update custom variable step allows you create new variables you need for
a workflow and update a previously created or referenced variable with a new
value. This is particularly useful for iterating through paginated data and
incrementing counters.

To add an Update custom variable step to an action flow
Open an action flow.
In the visual workflow builder, beneath an existing step, click the
Add step icon ( ).
In the step sidebar, under Flow control and utility, select
Update custom variable.
Select one or more previously specified variables and enter a static
value or variable as input for the step. For more information, see
Providing inputs for actions and steps.






Adding Send outputs to copilot steps



Note: This step is available for accounts with the Copilot add-on
only.
When an action flow is initiated by the Run on demand
trigger, the Send outputs to copilot step becomes available. As the name
suggests, the step sends outputs from the action flow back to copilot so
auto assist can make suggestions based on that information. This step must
be the last step of an action flow. If your action flow contains branches,
this step can be used as the last step for some or all of the branches; in
this scenario, only the outputs from the specific branch of the action flow
are sent to copilot.

To add Send outputs to copilot step to an action flow
Open an action flow.
In the visual workflow builder, beneath the last step in your action
flow (or branch of an action flow), click the Add step icon
( ).
In the step sidebar, under Flow control and utility, select
Send outputs to copilot and place it where you want it in
the flow.
In the step sidebar, click Add output to add at least one
output:
Select the Variable. This is data output from a
previous step in the action flow.
Enter a unique Name that describes the output.







Adding Custom code steps

Custom code steps allow you to incorporate modern JavaScript code into your
action flows. The JavaScript must export a function that takes an
inputs object and returns an outputs object. Each time you
add a custom code step to an action flow, it is prepopulated with this
framework, which you can modify, expand upon, or delete and start fresh.
Although the custom code step is designed to be as user-friendly as possible,
admins might still require engineering support when implementing these
steps.
For more information, see Using custom code steps in action
flows.



Adding Custom actions

Custom actions are user-defined steps that update data using any API the user
specified. The custom actions defined for auto assist are also available for
action flows.
In addition to making it possible to incorporate actions for external systems
that aren't predefined by Zendesk, custom actions in action flows can also
make data from these external systems available for use later in the action
flow. The following data types are supported as outputs from custom
actions:
Text
Number
Decimal
True/false
Date
Date and time
Arrays (the above data types only; arrays of other data
types might work but aren't guaranteed)


For more information, see Creating and managing custom
actions.

To add custom actions to an action flow
Open an action flow.
In the visual workflow builder, beneath an existing step, click the
Add step icon ( ).
In the step sidebar, under Custom actions, select one of the
actions you've created.
Note:

Custom actions created prior to March 13, 2025 must be
re-saved in order to be available as actions in action
flows.
A custom action reflects the action as it was defined at
the moment it was added to the action flow. If a custom
action is updated after it was added to an action flow,
you must delete the custom action step in the flow and
re-add it to see the changes.



Provide static values or variables as inputs into the input fields
required by the custom action. For more information, see Providing inputs for actions and steps.








Providing inputs for actions and steps

When specifying inputs for steps, you must provide values that correspond to the
input's data type, such as text, number, decimal, list, or true/false.
For most inputs, you can provide static values, which can be entered or
fetched from Zendesk or a connected external system when configuring the step, or
variables, which are data output from previous steps in the action flow.
Certain inputs require you to select a predefined value from a list, such as a
ticket status or priority or data from a connected external system, such as a Slack
channel name or Jira project ID. For inputs that allow you to enter values rather
than selecting from a predefined list, it's possible to combine static and variable
values.
When using ticket tags in action flows, you can provide static values or simple text,
list, decimal, or true/false variables. However, list and JSON object variables
aren't supported as tags. Additionally, you can't combine static and variable values
as a ticket tag input.


Note: If a mismatch occurs between the type and the value, the action builder
automatically attempts to correct the mismatch, which could result in
incompatible values that cause the action flow to fail.



Using date and date time values in actions and steps

Some actions and processes you need to use action flows for are time sensitive.
In this case, you can leverage dates and date time values. In custom actions and
branch steps, you can use a date or date time variable from a previous step or
the step's run time. The step run date and step run date and time
values are calculated the instant the step in the action flow runs and reflect
the account's timezone.
These values can be further configured to reflect a time offset of plus or minus
a user-specified number of days from the date. For example, you might create an
action flow that sets a Salesforce opportunity close date equal to the Zendesk
ticket's Close date custom field value plus seven days.

When using dates as a variable, you must use the format
YYYY-MM-DD. Date times must use the format
YYYY-MM-DDTHH:MM:SS[.SSS]Z+hh:mm, where the Z+hh:mm
value represents the UTC offset. The UTC offset can be Z alone
to indicate no offset, +hh:mm to indicate an offset of added
hours and minutes, or -hh:mm to indicate an offset of
subtracted hours and minutes.
The following are example datetimes:
The datetime for 5:11 pm on February 19, 2025 in UTC time is:
2025-02-19T17:11:00Z

The datetime for 12:34 pm and 56 seconds on December 13, 2025 in
Australian Eastern Time is:
2025-12-13T12:34:56+10:00

The datetime for 3:56 pm and 19.012 seconds on September 16, 2024 in US
Eastern time is: 2024-09-16T03:56:19.012-05:00



When comparing two datetimes in a branch step, the timezones are taken into
consideration. For example:
The following conditional datetime comparison statement is true:
2025-06-16T12:00:00Z is equal to
2025-06-16T22:00+10:00

The following conditional datetime comparison statement is false:
2024-01-06T01:30:00Z is after
2024-01-05T23:00:00-3:00






Naming inputs and outputs for actions and steps

All inputs and outputs of actions and steps must have unique names. In many
cases, these are automatically populated based on a selected value, but can be
modified as needed.
The following must be true when naming inputs and outputs within a step:
The name begins with a letter.
The name is unique within the step.
The name contains only letters (a-z,
A-Z), numbers (0-9), and
underscore characters (_).





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