Announcing an update to action credits for native Zendesk actions

Announced on | Rollout on
August 13, 2026 | August 13, 2026

Zendesk is updating how action credits are consumed in action flows. Going forward, native Zendesk actions and standard Zendesk connectors will no longer consume action credits.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, with few exceptions, every successfully executed action flow step, including both native Zendesk actions such as updating a ticket or user and external system steps, consumed one action credit from your account allowance.

With this update, Zendesk actions are exempt from action credit usage. That means:

Zendesk actions no longer consume action credits. All native Zendesk actions executed within action flows are now included in your plan and won't affect your action credit usage. Zendesk native actions include steps related to Zendesk ticket, user, organization, custom object, asset, task, and approval actions. This means the actions and steps exempt from action credits now include:

Action flow triggers

Flow control and utility steps

Zendesk actions, including tasks, approvals, and custom objects

AI agent and Copilot-invoked actions

IT asset management actions

Test runs performed in action builder

Action credits are now consumed exclusively by:

Third-party connectors, including SaaS and partner integrations

Custom actions, defined by users

Your plan's monthly credit allowance, pricing, and quantity remains unchanged. However, because Zendesk actions are now excluded from consuming action credits, your overall credit allowance will stretch significantly further.

See Monitoring the usage of action credits and action flow activity.

Why is Zendesk making this change?

Zendesk wants you to be able to build seamless, multi-step automations within Zendesk without worrying about usage thresholds on core processes. By removing native Zendesk actions from credit metering, you have the freedom to automate Zendesk operations as much as you'd like and reserve your credit allowance for complex external and custom actions.

What do I need to do?

No action is required. This update is being rolled out automatically to all accounts with action flows. On the rollout date, existing action flows will automatically stop consuming action credits for Zendesk actions.

Admins can continue to monitor credit usage on the Usage summary page in Admin Center, which will reflect credit usage up to this point based on the previous calculation method and apply the new calculation method to future usage.

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.