Announcing the ability to initiate action flows when custom ticket and user fields are updated

Announced on | Rollout on
December 11, 2025 | December 11, 2025

Zendesk is pleased to announce that action flows can now be initiated by changes to values in custom ticket fields and custom user fields.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Two new new action flow triggers have been added: Custom ticket field changed and Custom user field changed.

These can be used to initiate action flows when values are updated for custom ticket fields and custom user fields, including when these values are set during the creation of a ticket or user record. When combined with conditions, you can now automate workflows that were previously not possible when using ticket triggers, such as evaluating the contents of a custom text field or checking the previous value of a custom field.

This enables use cases such as running an action flow when a text field on a ticket, such as Job Title, contains Vice President, and then assigning the ticket to the Executive Support group.

Why is Zendesk making this change?

Zendesk has invested in action builder to reduce the friction associated with automating your workflows. Zendesk customers specifically requested greater control over when action flows run, and this change delivers more opportunities for no-code automation.

What do I need to do?

No action is required. This change is being rolled out automatically to all accounts eligible for action flows. To begin using the new action flow triggers, see Creating action flows to automate processes across Zendesk and external systems.

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.