Announcing the general availability of the action builder and action flows

Announced on | Rollout on
October 27, 2025 | October 27, 2025

Zendesk is excited to announce that the action builder is now generally available.

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 is Zendesk's new, no-code, visual workflow tool that makes it easy to automate processes across multiple systems. Non-technical admins can create custom workflows, integrations, and automations for human and AI agents using the library of prebuilt connectors and actions.

During the early access program, the action builder functionality has expanded to include more connectors, action flow triggers, testing capabilities, and other enhancements based on customer feedback.

Support teams can use action builder to create action flows to effectively:

Integrate complex operations across their organization.

Design custom workflows that aren't available in out-of-the-box integrations.

Execute actions automatically in response to Zendesk events and AI suggestions.

Build integrated AI workflows with Copilot.

Why is Zendesk making this change?

Resolving tickets requires human and AI agents to take actions across multiple systems, channels, and policies. However, service teams may not have the expertise or resources to build custom integrations.

Zendesk recognizes that automating integrated workflows across Zendesk and external systems is a point of friction. That's why we invested in making action builder a no-code tool that makes it easier to design automated processes and solve complex issues more efficiently. The action builder comes equipped with prebuilt connections to common business systems while also supporting customizable actions and low-code tools to help teams integrate with other systems.

What do I need to do?

All Customer Service Suite, Employee Service Suite, and Support plans have access to the action builder in Admin Center during the introductory period. For more information, see Understanding the action builder and action flows.

However, in the first half of 2026, plan-based limits will be introduced. When the plan-based limits are rolled out, these plans will include action credits and will be eligible to purchase additional credits through the Action Credits add-on. Details on the pricing, usage tiers, ways to monitor and manage usage, and the credit add-on will be available soon.

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.