Announcing step-level error handling and search in action builder

Announced on | Rollout starts | Rollout ends
July 24, 2026 | July 15, 2026 | August 10, 2026

Zendesk is excited to announce several enhancements to action builders and custom actions that give you more visibility, flexibility, and scale when building action flows.

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 following improvements are now available for action flows and custom actions:

Error handling for each step: You can now decide what happens when a step fails. You can choose to halt the flow or continue execution, and configure specific paths for success or failure.

Search triggers and actions easily: You can now perform keyword searches for triggers and actions when setting up your workflows.

Why is Zendesk making this change?

Together, these updates unlock a set of highly requested customer use cases and make action flows even more powerful in automating work across the Zendesk ecosystem:

This release provides Zendesk customers with the ability to configure error handling behavior on each step of their workflows. Users can choose to create separate execution paths for the success and failure of a step, or configure the "continue on error" option so that flows do not halt unexpectedly. This ensures customers are instantly aware of any failures within a flow so they can be proactively handled.

Additionally, customers will now have an easy way to search for triggers and actions, removing the friction of trying to locate specific actions manually. In short, this release makes action builder more capable, flexible, and better equipped to support advanced workflow automation.

What do I need to do?

These enhancements are being rolled out to all accounts with access to action builders. No action is required on your part to activate them.

To get started, see Understanding the action builder and action flows and Creating action flows to automate processes.

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.