Announcing the EAP for AI-powered action flow creation through admin copilot

Announced on | Rollout starts | Rollout ends
August 20, 2026 | August 20, 2026 | September 30, 2026

Zendesk is excited to announce the early access program (EAP) for AI-powered action flow creation with admin copilot. This feature lets admins generate complete, production-ready action flows using plain-language prompts in admin copilot. No coding or deep technical expertise required.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Admin copilot can now generate entire action flows from a natural-language description. Simply describe what you want to automate, and the AI builds the flow, including triggers, first-party Zendesk actions, third-party connector steps, custom actions, and custom code steps, directly in the action builder. You can then review, edit, test, and activate the flow without writing a single line of code.

Key capabilities included in this EAP:

Prompt-to-flow generation: Describe your use case in plain language (in English or your local language) and admin copilot generates a complete, visualized workflow.

Starter prompts: Six pre-defined prompts are surfaced in admin copilot to help you quickly build common automation scenarios.

Fully editable: Every generated flow is fully editable in the action builder. You can modify steps, swap out connectors, or adjust logic before activating.

AI-assisted custom code: Need a data transformation step? Admin copilot can generate the JavaScript for custom code steps from a plain-language description. No JavaScript experience needed.

Error diagnosis and remediation: If a generated flow contains errors, you can send them directly to admin copilot for automated troubleshooting and fix suggestions.

Third-party connection handling: If a flow requires a third-party system you haven't connected yet, admin copilot seamlessly prompts you to complete the authentication step.

Edit existing flows: Open an existing action flow and use prompts to modify steps, add new steps, or restructure logic.

Example flows you can generate:

Auto-escalate urgent tickets: Detect urgency signals in ticket content and notify the on-call team in Slack.

Ticket routing: Auto-assign tickets based on skills, language, or priority; escalate if CSAT rating is negative and notify a Slack channel

Log negative CSAT to a sheet and alert manager: Automatically log poor customer ratings to a Google Sheet for tracking and alert team leads in Slack.

Merge duplicate tickets by reference: Search for incoming tickets sharing the same reference ID and merge newer tickets into the existing thread.

Known limitations

Custom code steps can only be used for data transformation. They cannot make network calls or invoke Zendesk APIs not natively available in action builder, such as reading ticket attachments or comments.

AI-generated flows might require manual adjustment to match your specific account configuration before activation.

Third-party connections not yet set up in your account will require a one-time authentication step prompted by admin copilot.

Why is Zendesk making this change?

Building action flows today requires technical knowledge, and frequently requires admins to work with developers and IT resources to build and maintain the automated workflows. Complex flows with 10 or more steps are time-consuming to build in the UI, which slows adoption and leaves automation potential untapped.

Admin copilot removes the blank-canvas barrier. Whether you're automating a ticket routing rule, an employee off-boarding process, or an inventory restock workflow, you can now describe what you need and have a working flow ready to review in seconds.

What do I need to do?

This EAP is open to all eligible customers across Zendesk Suite Professional plans and above, which have access to both action builder and admin copilot.

If you're interested in participating in this EAP, turn on the EAP from the Action flows page in Admin Center or contact your Zendesk account representative.After joining, the AI-powered flow generation capability is automatically available on the Action flows page and admin copilot interface, complete with starter prompts to help you begin. See Using AI to generate action flows (EAP).

Your feedback during EAP is critical to shaping this feature before general availability. Please share your experience including what worked, what didn't, and what use cases you'd like to see supported.

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.