Using external actions in action flows (EAP)

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<div class="note note">
<span class="notetitle">Note:</span> Action builder is currently in an early access program (EAP). You can <a class="xref" href="https://support.zendesk.com/hc/en-us/community/posts/9043976157722" target="_blank" rel="noopener">sign up for the EAP here</a>.</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank" rel="noopener">Action builder</a> provides an easy way to integrate Zendesk with external systems through action flows. This is accomplished by connecting to external systems and adding actions specific to those connected systems to your action flow. The steps associated with external systems are referred to collectively as <em class="ph i">external actions</em>.</p>
<p class="p">By connecting to these external systems, admins can automate workflows, improve collaboration, and maintain a seamless experience across multiple platforms. For example, you can define action flows that create a Jira issue based on a Zendesk ticket or create a Jira issue and then notify a Slack channel and update a Zendesk ticket with a link to the Jira issue.</p>
<p class="p">Additionally, while many actions for the supported external systems have been pre-defined, admins can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank" rel="noopener">create custom actions</a> to define other external system tasks you want to include in your action flows.</p>
<div class="p">This article contains the following topics:
<ul id="topic_k33_5zf_t2c__ul_ucy_r1g_t2c" class="ul">
<li class="li"><a class="xref" href="#topic_qwk_nmz_hgc">Best practices for connecting to external systems</a></li>
<li class="li"><a class="xref" href="#topic_zgd_s1g_t2c">Connecting to an external system</a></li>
<li class="li"><a class="xref" href="#topic_fg4_gdg_t2c">Understanding what external actions are available</a></li>
</ul>
</div>
<div class="p">Related article:
<ul id="topic_k33_5zf_t2c__ul_qwh_dy2_mfc" class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank" rel="noopener">Creating action flows (EAP)</a></li>
</ul>
</div>
</div>
<div id="topic_qwk_nmz_hgc" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Best practices for connecting to external systems</h2>
<div class="body">
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:
<ul id="topic_qwk_nmz_hgc__ul_dvj_pmz_hgc" class="ul">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
</div>
</div>
<div id="topic_zgd_s1g_t2c" class="topic nested1" aria-labelledby="ariaid-title3">
<h2 id="ariaid-title3" class="title topictitle2">Connecting to an external system</h2>
<div class="body">
<div class="p">Before you can include external actions in your action flows, you must connect to the external systems you intend to integrate with. Action flows support connections to the following external systems:
<ul id="topic_zgd_s1g_t2c__ul_ud3_51g_t2c" class="ul">
<li class="li">Confluence</li>
<li class="li">Google Sheets</li>
<li class="li">Jira</li>
<li class="li">Microsoft Excel</li>
<li class="li">Microsoft Outlook</li>
<li class="li">Microsoft Teams</li>
<li class="li">OpenAI</li>
<li class="li">Salesforce</li>
<li class="li">Shopify</li>
<li class="li">Slack</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect to an external system</strong>
<ol id="topic_zgd_s1g_t2c__ol_isy_ccg_t2c" class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png"> <strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank" rel="noopener">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank" rel="noopener">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click the external system you want to connect to.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow the external system's prompts to authenticate and complete the connection.
<div class="note note">
<span class="notetitle">Note:</span> All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.</div>
<p class="p">Note the following details about authenticating with the external systems:</p>
<ul id="topic_zgd_s1g_t2c__ul_wj4_msz_hgc" class="ul">
<li class="li">
<strong class="ph b">Confluence</strong>: Use Atlassian to authenticate the account.</li>
<li class="li">
<strong class="ph b">Google Sheets</strong>: Use Google to authenticate the account. You'll log into a Google Workspace or Gmail account, and admin approval might be required in managed environments.</li>
<li class="li">
<strong class="ph b">Jira</strong>: Use Atlassian to authenticate the account.</li>
<li class="li">
<strong class="ph b">Microsoft Excel</strong>: Use Microsoft to authenticate the account. Depending on your organization's policies, you might need to authorize device or app access.
<div class="note note">
<span class="notetitle">Note:</span> To ensure the connection is successful, you must have a Microsoft tenant admin add the connector first.</div>
</li>
<li class="li">
<strong class="ph b">Microsoft Outlook</strong>: Use Microsoft to authenticate the account. Ensure the account used for authentication has the necessary permissions to send and read emails.
<p class="p">The following scopes are required: <code class="ph codeph">Mail.Send</code> and <code class="ph codeph">Mail.Read</code>, <code class="ph codeph">Mail.ReadWrite</code>.</p>
</li>
<li class="li">
<strong class="ph b">Microsoft Teams</strong>: Use Microsoft to authenticate the account. You must use a service account when connecting to Microsoft Teams because it uses User Scopes. Authenticating with a personal account won't work properly.
<p class="p">The following scopes are required: <code class="ph codeph">ChannelMessage.Send</code>, <code class="ph codeph">Chat.ReadWrite</code>, <code class="ph codeph">ChannelMessage.Read.All</code>, <code class="ph codeph">User.ReadBasic.All</code>, <code class="ph codeph">User.Read.All</code>, <code class="ph codeph">offline_access</code>.</p>
</li>
<li class="li">
<strong class="ph b">OpenAI</strong>: Use an <a class="xref" href="https://platform.openai.com/api-keys" target="_blank" rel="noopener">API key</a> to authenticate the account. The connection isn't confirmed until you test or use an action flow with OpenAI steps.</li>
<li class="li">
<strong class="ph b">Salesforce</strong>: Use Salesforce to authenticate the account.</li>
<li class="li">
<strong class="ph b">Shopify</strong>: Use the Shopify OAuth system to authenticate the account.</li>
<li class="li">
<strong class="ph b">Slack</strong>: Use Slack to authenticate the account. To complete authentication, you must invite the Zendesk connector app:
<pre class="pre codeblock"><code>/invite @Zendesk Connector</code></pre>
</li>
</ul>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and details about the instance you're connected to, as well as the actions available for the connected system.</p>
</li>
</ol>
</div>
</div>
</div>
<div id="topic_fg4_gdg_t2c" class="topic nested1" aria-labelledby="ariaid-title4">
<h2 id="ariaid-title4" class="title topictitle2">Understanding what external actions are available</h2>
<div class="body">
<div class="p">Each supported system has unique action steps available for use within your action flows. An action flow can include multiple external actions across the supported systems. For more information about specific actions and examples of how you might use them, see:
<ul id="topic_fg4_gdg_t2c__ul_gfc_hbv_3fc" class="ul">
<li class="li"><a class="xref" href="#topic_bmb_h5r_tfc">Using Confluence actions</a></li>
<li class="li"><a class="xref" href="#topic_oq3_b14_3fc">Using Google Sheets actions</a></li>
<li class="li"><a class="xref" href="#topic_amm_c14_3fc">Using Jira actions</a></li>
<li class="li"><a class="xref" href="#topic_sfn_3ls_hgc">Using Microsoft Excel actions</a></li>
<li class="li"><a class="xref" href="#topic_k23_x15_pgc">Using Microsoft Outlook actions</a></li>
<li class="li"><a class="xref" href="#topic_kvm_nc5_pgc">Using Microsoft Teams actions</a></li>
<li class="li"><a class="xref" href="#topic_eg3_d14_3fc">Using OpenAI actions</a></li>
<li class="li"><a class="xref" href="#topic_evz_d14_3fc">Using Salesforce actions</a></li>
<li class="li"><a class="xref" href="#topic_spq_214_3fc">Using Shopify actions</a></li>
<li class="li"><a class="xref" href="#topic_ezf_f14_3fc">Using Slack actions</a></li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you don't see an external system listed that you want to use, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank" rel="noopener">create custom actions</a> to define other external system tasks you want to include in your action flows. These are exposed in action builder as custom actions rather than external actions.</div>
</div>
</div>
<div id="topic_bmb_h5r_tfc" class="topic nested2" aria-labelledby="ariaid-title5">
<h3 id="ariaid-title5" class="title topictitle3">Using Confluence actions</h3>
<div class="body">
<p class="p">Confluence action steps can be used to create, update, and add comments to Confluence pages.</p>
<div class="p">The following actions are available:
<ul id="topic_bmb_h5r_tfc__ul_zbm_m5r_tfc" class="ul">
<li class="li">
<strong class="ph b">Create page</strong>: Creates a new Confluence page with the specified title and text-based content.
<div class="p">
<div class="tablenoborder">
<table id="topic_bmb_h5r_tfc__table_rrw_1mz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e414" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e416" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e414">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e416">
<code class="ph codeph">space_id</code>, <code class="ph codeph">title</code>, <code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e414">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e416">Full metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Update page</strong>: Updates an existing Confluence page with specified text-based changes.
<div class="p">
<div class="tablenoborder">
<table id="topic_bmb_h5r_tfc__table_h32_gmz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e470" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e472" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e470">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e472">
<code class="ph codeph">space_id</code>, <code class="ph codeph">title</code>, <code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e470">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e472">Full metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Create footer comment</strong>: Adds a comment to an existing Confluence page.
<div class="p">
<div class="tablenoborder">
<table id="topic_bmb_h5r_tfc__table_z5v_gmz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e526" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e528" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e526">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e528">
<code class="ph codeph">page_id</code>, <code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e526">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e528">
<code class="ph codeph">id</code>, <code class="ph codeph">status</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Search for a page</strong>: Search for a Confluence page by its title.
<div class="p">
<div class="tablenoborder">
<table id="topic_bmb_h5r_tfc__table_shw_kmz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e583" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e585" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e583">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e585"><code class="ph codeph">title</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e583">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e585">
<code class="ph codeph">id</code>, <code class="ph codeph">title</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_oq3_b14_3fc" class="topic nested2" aria-labelledby="ariaid-title6">
<h3 id="ariaid-title6" class="title topictitle3">Using Google Sheets actions</h3>
<div class="body">
<p class="p">Google Sheets action steps can be used to create spreadsheets and add data to a sheet created within the action flow, such as an AI-generated ticket summary, which can then be shared with other users.</p>
<div class="p">The following actions are available:
<ul id="topic_oq3_b14_3fc__ul_k2p_m14_3fc" class="ul">
<li class="li" dir="ltr">
<strong class="ph b">Create spreadsheet</strong>: Creates a spreadsheet.
<div class="p">
<div class="tablenoborder">
<table id="topic_oq3_b14_3fc__table_w1w_4nz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e654" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e656" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e654">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e656"><code class="ph codeph">spreadsheet_title</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e654">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e656">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">sheet_title</code>,</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Create a new sheet</strong>: Adds a sheet to a spreadsheet. Includes the option to specify column headings and an initial row of data.
<div class="p">
<div class="tablenoborder">
<table id="topic_oq3_b14_3fc__table_tc1_5nz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e709" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e711" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e709">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e711">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">sheet_title</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e709">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e711">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">sheet_title</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Append row</strong>: Adds a row to a sheet previously created within the action flow.
<div class="p">
<div class="tablenoborder">
<table id="topic_oq3_b14_3fc__table_r2p_knz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e766" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e768" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e766">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e768">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">sheet_title</code>, <code class="ph codeph">values</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e766">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e768">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">sheet_title</code>, <code class="ph codeph">values</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_amm_c14_3fc" class="topic nested2" aria-labelledby="ariaid-title7">
<h3 id="ariaid-title7" class="title topictitle3">Using Jira actions</h3>
<div class="body">
<p class="p">Jira action steps can be used to automatically create and update Jira issues based on tickets. For example, you could automatically create Jira issues for bugs reported in Zendesk tickets, check a Jira issue's status before closing a Zendesk ticket, update Jira issue assignment based on ticket assignment, or move a Jira issue from one status to another when a ticket is being worked.</p>
<div class="p">The following actions are available:
<ul id="topic_amm_c14_3fc__ul_ilv_lf5_3fc" class="ul">
<li class="li" dir="ltr">
<strong class="ph b">Create issue</strong>: Creates a new issue in the connected Jira project.
<div class="p">
<div class="tablenoborder">
<table id="topic_amm_c14_3fc__table_gyq_ynz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e846" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e848" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e846">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e848">
<code class="ph codeph">project_id</code>, <code class="ph codeph">summary</code>, <code class="ph codeph">issue_type_id</code>, <code class="ph codeph">assignee_id</code>, <code class="ph codeph">priority_id</code>, <code class="ph codeph">description</code>, <code class="ph codeph">labels</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e846">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e848">
<code class="ph codeph">id</code>, <code class="ph codeph">key</code>, <code class="ph codeph">self</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Get issue</strong>: Retrieves details about an issue.
<div class="p">
<div class="tablenoborder">
<table id="topic_amm_c14_3fc__table_byj_g4z_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e922" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e924" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e922">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e924">
<code class="ph codeph">issue_id</code> or <code class="ph codeph">issue_key</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e922">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e924">Full issue metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Edit issue</strong>: Update a Jira issue's details, including summary, assignee, and description.
<div class="p">
<div class="tablenoborder">
<table id="topic_amm_c14_3fc__table_nmx_f4z_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e975" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e977" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e975">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e977">
<code class="ph codeph">project_id</code>, <code class="ph codeph">summary</code>, <code class="ph codeph">issue_type_id</code>, <code class="ph codeph">assignee_id</code>, <code class="ph codeph">priority_id</code>, <code class="ph codeph">description</code>, <code class="ph codeph">labels</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e975">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e977">
<code class="ph codeph">id</code>, <code class="ph codeph">key</code>, <code class="ph codeph">self</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Transition issue</strong>: Changes a Jira issue's workflow status. For example, "In progress" when work begins.
<div class="p">
<div class="tablenoborder">
<table id="topic_amm_c14_3fc__table_b5v_l4z_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1051" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1053" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1051">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1053">
<code class="ph codeph">issue_id</code> or <code class="ph codeph">issue_key</code>, <code class="ph codeph">transition_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1051">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1053">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_sfn_3ls_hgc" class="topic nested2" aria-labelledby="ariaid-title8">
<h3 id="ariaid-title8" class="title topictitle3">Using Microsoft Excel actions</h3>
<div class="body">
<p class="p">Microsoft Excel action steps can be used to create and update Excel workbooks and worksheets as well as reading data from them.</p>
<div class="p">The following actions are available:
<ul id="topic_sfn_3ls_hgc__ul_o4j_5ls_hgc" class="ul">
<li class="li">
<strong class="ph b">Create workbook</strong>: Creates a new Excel workbook with a specified name.
<div class="p">
<div class="tablenoborder">
<table id="topic_sfn_3ls_hgc__table_sv2_gvj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1125" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1127" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1125">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1127"><code class="ph codeph">workbook_name</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1125">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1127">
<code class="ph codeph">created_date_time</code>, <code class="ph codeph">http_status_code</code>, <code class="ph codeph">last_modified_date_time</code>, <code class="ph codeph">web_url</code>, <code class="ph codeph">workbook_id</code>, <code class="ph codeph">workbook_name</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Create worksheet</strong>: Creates a new worksheet within an existing workbook.
<div class="p">
<div class="tablenoborder">
<table id="topic_sfn_3ls_hgc__table_f5t_nwj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1191" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1193" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1191">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1193">
<code class="ph codeph">workbook_id</code>, <code class="ph codeph">worksheet_name</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1191">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1193">
<code class="ph codeph">http_status_code</code>, <code class="ph codeph">id</code>, <code class="ph codeph">name</code>, <code class="ph codeph">position</code>, <code class="ph codeph">visibility</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Add row to sheet</strong>: Appends a new row to an existing worksheet.
<div class="p">
<div class="tablenoborder">
<table id="topic_sfn_3ls_hgc__table_q1z_wwj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1257" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1259" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1257">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1259">
<code class="ph codeph">workbook_id</code>, <code class="ph codeph">sheet_name</code>, <code class="ph codeph">values</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1257">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1259">
<code class="ph codeph">address</code>, <code class="ph codeph">cell_count</code>, <code class="ph codeph">column_count</code>, <code class="ph codeph">column_hidden</code>, <code class="ph codeph">column_index</code>, <code class="ph codeph">http_status_code</code>, <code class="ph codeph">row_count</code>, <code class="ph codeph">row_hidden</code>, <code class="ph codeph">row_index</code>, <code class="ph codeph">values</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Fetch row data</strong>: Retrieves the values in a specific row based on a row index.
<div class="p">
<div class="tablenoborder">
<table id="topic_sfn_3ls_hgc__table_ucb_3xj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1342" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1344" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1342">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1344">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">row_index</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1342">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1344"><code class="ph codeph">row_data</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Update row</strong>: Updates the values in a specific row based on a row index.
<div class="p">
<div class="tablenoborder">
<table id="topic_sfn_3ls_hgc__table_yjc_4xj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1396" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1398" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1396">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1398">
<code class="ph codeph">spreadsheet_id</code>, <code class="ph codeph">header_row</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1396">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1398">
<code class="ph codeph">address</code>, <code class="ph codeph">cell_count</code>, <code class="ph codeph">column_count</code>, <code class="ph codeph">column_hidden</code>, <code class="ph codeph">column_index</code>, <code class="ph codeph">http_status_code</code>, <code class="ph codeph">row_count</code>, <code class="ph codeph">row_hidden</code>, <code class="ph codeph">row_index</code>, <code class="ph codeph">values</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_k23_x15_pgc" class="topic nested2" aria-labelledby="ariaid-title9">
<h3 id="ariaid-title9" class="title topictitle3">Using Microsoft Outlook actions</h3>
<div class="body">
<p class="p">Microsoft Outlook action steps can be used to send, reply to, forward, and search for emails in Microsoft Outlook. These steps use the <a class="xref" href="https://learn.microsoft.com/en-us/graph/use-the-api" target="_blank" rel="noopener">Microsoft Graph API</a> to provide secure and reliable email automation, streamlining communication, reducing manual email handling, and improving response times.</p>
<div class="p">The following actions are available:
<ul id="topic_k23_x15_pgc__ul_vf1_dc5_pgc" class="ul">
<li class="li">
<strong class="ph b">Find email</strong>: Retrieves an email based on the email's subject or sender details for further use in the action flow.
<div class="p">
<div class="tablenoborder">
<table id="topic_k23_x15_pgc__table_jgd_mnd_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1499" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1501" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1499">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1501">
<code class="ph codeph">subject</code>, <code class="ph codeph">from</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1499">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1501">
<code class="ph codeph">body</code>, <code class="ph codeph">categories</code>, <code class="ph codeph">change_key</code>, <code class="ph codeph">conversation_id</code>, <code class="ph codeph">conversation_index</code>, <code class="ph codeph">created_datetime</code>, <code class="ph codeph">from_address</code>, <code class="ph codeph">from_name</code>, <code class="ph codeph">has_attachments</code>, <code class="ph codeph">id</code>, <code class="ph codeph">internet_message_id</code>, <code class="ph codeph">is_delivery_receipt_requested</code>, <code class="ph codeph">is_draft</code>, <code class="ph codeph">is_read</code>, <code class="ph codeph">is_read_receipt_requested</code>, <code class="ph codeph">last_modified_datetime</code>, <code class="ph codeph">parent_folder_id</code>, <code class="ph codeph">received_datetime</code>, <code class="ph codeph">replyTo_address</code>, <code class="ph codeph">replyTo_name</code>, <code class="ph codeph">sent_datetime</code>, <code class="ph codeph">subject</code>, <code class="ph codeph">web_link</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Forward email</strong>: Forwards an existing email to a specified recipient.
<div class="p">
<div class="tablenoborder">
<table id="topic_k23_x15_pgc__table_ev1_knd_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1622" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1624" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1622">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1624">
<code class="ph codeph">to_email</code>, <code class="ph codeph">subject</code>, <code class="ph codeph">body</code>, <code class="ph codeph">content_type</code>, <code class="ph codeph">cc_emails</code>, <code class="ph codeph">bcc_emails</code>, <code class="ph codeph">save_to_sent_items</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1622">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1624"><code class="ph codeph">email_id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Reply to email</strong>: Sends a reply to an existing email using the email ID.
<div class="p">
<div class="tablenoborder">
<table id="topic_k23_x15_pgc__table_l3w_cbd_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1692" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1694" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1692">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1694">
<code class="ph codeph">to_email</code>, <code class="ph codeph">subject</code>, <code class="ph codeph">body</code>, <code class="ph codeph">content_type</code>, <code class="ph codeph">cc_emails</code>, <code class="ph codeph">bcc_emails</code>, <code class="ph codeph">save_to_sent_items</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1692">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1694">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Send email</strong>: Send a new email to a specified recipient with a subject and body.
<div class="p">
<div class="tablenoborder">
<table id="topic_k23_x15_pgc__table_avy_x1d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1761" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1763" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1761">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1763">
<code class="ph codeph">to_email</code>, <code class="ph codeph">subject</code>, <code class="ph codeph">body</code>, <code class="ph codeph">content_type</code>, <code class="ph codeph">cc_emails</code>, <code class="ph codeph">bcc_emails</code>, <code class="ph codeph">save_to_sent_items</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1761">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1763">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_kvm_nc5_pgc" class="topic nested2" aria-labelledby="ariaid-title10">
<h3 id="ariaid-title10" class="title topictitle3">Using Microsoft Teams actions</h3>
<div class="body">
<p class="p">Microsoft Teams action steps can be used to send updates and notifications from Zendesk to Microsoft Teams. This allows for automated actions, such as posting messages to channels or individuals and adding reactions to messages. Automating interactions in Microsoft Teams can streamline collaboration and keep teams aligned without needing to leave their primary workspace.</p>
<div class="p">The following actions are available:
<ul id="topic_kvm_nc5_pgc__ul_ksb_yc5_pgc" class="ul">
<li class="li">
<strong class="ph b">Add reaction to channel message</strong>: Adds an emoji reaction to a message in a channel.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_h4h_j4d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1847" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1849" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1847">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1849">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>, <code class="ph codeph">channel_id</code>, <code class="ph codeph">message_id</code>, <code class="ph codeph">reaction</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1847">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1849">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Add reaction to direct message</strong>: Adds an emoji reaction to a direct message.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_fqg_44d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1909" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1911" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1909">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1911">
<code class="ph codeph">external_id</code>, <code class="ph codeph">message_id</code>, <code class="ph codeph">reaction</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1909">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1911">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Look up thread</strong>: Retrieves a thread of messages from a channel or direct message.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_fs3_q4d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e1965" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e1967" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1965">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1967">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>, <code class="ph codeph">channel_id</code>, <code class="ph codeph">message_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1965">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e1967"><code class="ph codeph">messages</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Look up user</strong>: Retrieves data about a user in Microsoft Teams for further use in the action flow.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_f2p_r4d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2025" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2027" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2025">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2027">
<code class="ph codeph">external_id</code>, <code class="ph codeph">user_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2025">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2027">
<code class="ph codeph">display_name</code>, <code class="ph codeph">email</code>, <code class="ph codeph">real_name</code>, <code class="ph codeph">user_id</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Post message to channel</strong>: Sends a message to a specified channel in Microsoft Teams.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_z2x_n4d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2088" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2090" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2088">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2090">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>, <code class="ph codeph">channel_id</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2088">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2090"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Post direct message</strong>: Sends a message to a specified user in Microsoft Teams.
<div class="p">
<div class="tablenoborder">
<table id="topic_kvm_nc5_pgc__table_jb4_54d_tgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2149" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2151" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2149">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2151">
<code class="ph codeph">external_id</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2149">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2151"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_eg3_d14_3fc" class="topic nested2" aria-labelledby="ariaid-title11">
<h3 id="ariaid-title11" class="title topictitle3">Using OpenAI actions</h3>
<div class="body">
<p class="p">The OpenAI action steps make it possible for you to provide things such as AI-generated summaries of long tickets to agents, identify negative emotional tones in tickets so they can be routed to specialized teams, extract keywords that can be used as ticket tags, and use tailored AI models to analyze customer messages.</p>
<p class="p">GPT 5.0 is supported for all of the OpenAI steps. This enhances automation capabilities by providing better contextual understanding and more natural responses.</p>
<div class="p">The following actions are available:
<ul id="topic_eg3_d14_3fc__ul_cl2_bg5_3fc" class="ul">
<li class="li">
<strong class="ph b">Analyze sentiment</strong>: Detects the emotional tone.
<div class="p">
<div class="tablenoborder">
<table id="topic_eg3_d14_3fc__table_sdp_wrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2223" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2225" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2223">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2225">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2223">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2225"><code class="ph codeph">sentiment</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Summarize text</strong>: Condenses large quantities of text into a brief summary.
<div class="p">
<div class="tablenoborder">
<table id="topic_eg3_d14_3fc__table_pgk_yrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2277" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2279" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2277">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2279">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2277">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2279"><code class="ph codeph">summary</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Extract keywords</strong>: Identifies main topics or entities. These can then be used as tags for tickets.
<div class="p">
<div class="tablenoborder">
<table id="topic_eg3_d14_3fc__table_w2z_yrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2331" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2333" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2331">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2333">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2331">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2333"><code class="ph codeph">keywords</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Send prompt</strong>: A custom prompt and response from the OpenAI API.
<div class="p">For example, a prompt might be:
<pre class="pre codeblock"><code>Analyze this ticket and categorize it into one of the following: Billing, Technical Issue, Feature Request, Bug Report, General Inquiry.
Ticket:<em class="ph i">[description]</em></code></pre>
where <em class="ph i">[description]</em> is replaced with a value by clicking <strong class="ph b">Add variable</strong>.</div>
<p class="p"><img id="topic_eg3_d14_3fc__image_dg2_lcm_nfc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/action_flow_openai_prompt_step.png" width="300"></p>
<div class="p">
<div class="tablenoborder">
<table id="topic_eg3_d14_3fc__table_ysz_zrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2400" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2402" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2400">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2402">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2400">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2402"><code class="ph codeph">content</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_evz_d14_3fc" class="topic nested2" aria-labelledby="ariaid-title12">
<h3 id="ariaid-title12" class="title topictitle3">Using Salesforce actions</h3>
<div class="body">
<p class="p">The Salesforce action steps can be used to automate many of the actions an agent might take as they work tickets. For example, you can use the Salesforce actions in action flows to automatically create new leads or other Salesforce objects when a user contacts you, automatically add notes to a Salesforce record after a customer interaction, clean up duplicated data, look up Salesforce contact data prior to sending a Slack message or creating a Jira issue, automatically convert highly rated leads identified by AI scoring models, and more.</p>
<div class="p">The Salesforce actions can be used with the following Salesforce objects: leads, contacts, accounts, opportunities, cases, and campaigns. The following actions are available for each of these objects:
<ul id="topic_evz_d14_3fc__ul_vlj_pfg_t2c" class="ul">
<li class="li" dir="ltr">
<strong class="ph b">Create record</strong>: Adds a new record to an object.
<div class="p">
<div class="tablenoborder">
<table id="topic_evz_d14_3fc__table_ld3_lpz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2471" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2473" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2471">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2473">
<code class="ph codeph">name</code>, <code class="ph codeph">phone</code>, <code class="ph codeph">description</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2471">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2473"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Update record</strong>: Changes field values for an existing record.
<div class="p">
<div class="tablenoborder">
<table id="topic_evz_d14_3fc__table_wv2_npz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2528" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2530" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2528">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2530">
<code class="ph codeph">name</code>, <code class="ph codeph">phone</code>, <code class="ph codeph">description</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2528">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2530"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Delete record</strong>: Removes a lead or case from Salesforce.
<div class="p">
<div class="tablenoborder">
<table id="topic_evz_d14_3fc__table_wbp_npz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2585" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2587" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2585">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2587"><code class="ph codeph">object_id</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2585">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2587">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Find record</strong>: Searches for a record based on identifying information, such as an email address or ID. The inputs and output vary by object.
<div class="p">
<div class="tablenoborder">
<table id="topic_evz_d14_3fc__table_mvp_rpz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2635" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2637" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2635">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2637">
<ul id="topic_evz_d14_3fc__ul_ah5_spz_hgc" class="ul">
<li class="li">
<strong class="ph b">Accounts</strong>: <code class="ph codeph">name</code>, <code class="ph codeph">phone</code>, <code class="ph codeph">description</code>
</li>
<li class="li">
<strong class="ph b">Leads</strong>: <code class="ph codeph">first_name</code>, <code class="ph codeph">last_name</code>, <code class="ph codeph">email</code>
</li>
<li class="li">
<strong class="ph b">Contacts</strong>: <code class="ph codeph">first_name</code>, <code class="ph codeph">last_name</code>, <code class="ph codeph">email</code>
</li>
<li class="li">
<strong class="ph b">Opportunities</strong>: <code class="ph codeph">name</code>
</li>
<li class="li">
<strong class="ph b">Cases</strong>: <code class="ph codeph">case_number</code>
</li>
<li class="li">
<strong class="ph b">Campaigns</strong>: <code class="ph codeph">name</code>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2635">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2637">
<ul id="topic_evz_d14_3fc__ul_v3y_1qz_hgc" class="ul">
<li class="li">
<strong class="ph b">Accounts</strong>: <code class="ph codeph">id</code>, <code class="ph codeph">name</code>
</li>
<li class="li">
<strong class="ph b">Leads</strong>: Full lead metadata</li>
<li class="li">
<strong class="ph b">Contacts</strong>: Full contact metadata</li>
<li class="li">
<strong class="ph b">Opportunities</strong>: Pipeline metadata</li>
<li class="li">
<strong class="ph b">Cases</strong>: Case metadata</li>
<li class="li">
<strong class="ph b">Campaigns</strong>: <code class="ph codeph">id</code>, <code class="ph codeph">name</code>, <code class="ph codeph">status</code>
</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Convert lead to opportunity</strong>: Transforms a lead into an opportunity.
<div class="p">
<div class="tablenoborder">
<table id="topic_evz_d14_3fc__table_mbh_hqz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2795" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2797" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2795">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2797">
<code class="ph codeph">lead_id</code>, <code class="ph codeph">account_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2795">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2797"><code class="ph codeph">opportunity_id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_spq_214_3fc" class="topic nested2" aria-labelledby="ariaid-title13">
<h3 id="ariaid-title13" class="title topictitle3">Using Shopify actions</h3>
<div class="body">
<p class="p">Shopify action steps make it possible to automatically populate customer information and order details when handling tickets, cancel tickets, and issue refunds without leaving Zendesk.</p>
<div class="p">The following actions are available:
<ul id="topic_spq_214_3fc__ul_cbf_ywm_3fc" class="ul">
<li class="li">
<strong class="ph b">Search order</strong>: Retrieves details of a Shopify order using an email address, order ID, or order date.
<div class="p">
<div class="tablenoborder">
<table id="topic_spq_214_3fc__table_qb3_csz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2866" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2868" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2866">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2868"><code class="ph codeph">query</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2866">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2868"><code class="ph codeph">orders</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Cancel order</strong>: Cancels the order in Shopify. Includes options to issue a refund, restock items, and notify the customer.
<div class="p">
<div class="tablenoborder">
<table id="topic_spq_214_3fc__table_pgt_dsz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2917" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2919" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2917">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2919">
<code class="ph codeph">order_id</code>, <code class="ph codeph">reason</code>, <code class="ph codeph">refund</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2917">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2919">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Create refund</strong>: Initiates a full refund process in Shopify. You can choose whether to notify customers.
<div class="p">
<div class="tablenoborder">
<table id="topic_spq_214_3fc__table_sv1_gsz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e2973" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e2975" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2973">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2975">
<code class="ph codeph">order_id</code>, <code class="ph codeph">notify_customer</code>, <code class="ph codeph">notes</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2973">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e2975">
<code class="ph codeph">amount</code>, <code class="ph codeph">id</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div id="topic_ezf_f14_3fc" class="topic nested2" aria-labelledby="ariaid-title14">
<h3 id="ariaid-title14" class="title topictitle3">Using Slack actions</h3>
<div class="body">
<p class="p">Slack action steps can be used in action flows to streamline communication and make sure users know about other things being performed by action flows. For example, you can send messages to channels and individual users alerting them of new tickets or Jira issue assignments, post AI-generated summaries of tickets into a Slack thread, escalate direct messages to public channels for broader visibility, add reactions to automatically acknowledge messages, or extract message details for analysis and reply with AI-generated content.</p>
<div class="p">The following actions are available:
<ul id="topic_ezf_f14_3fc__ul_t2q_lwm_3fc" class="ul">
<li class="li">
<strong class="ph b">Post message to channel</strong>: Send a message to a public or private channel.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_o2p_nqz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3051" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3053" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3051">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3053">
<code class="ph codeph">channel</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3051">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3053">
<code class="ph codeph">channel</code>, <code class="ph codeph">ts</code>, <code class="ph codeph">ok</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Send direct message</strong>: Send a message to a specific user.
<div class="note note">
<span class="notetitle">Note:</span> Although Slack supports DMs with up to 9 other individuals, this step only supports sending a direct message to a single individual.</div>
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_c4w_qqz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3115" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3117" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3115">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3117">
<code class="ph codeph">email</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3115">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3117">Full message data</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Reply to message thread</strong>: Post a reply to a message in a thread. This step can create a thread or reply within an existing thread.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_wpx_jrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3172" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3174" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3172">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3174">
<code class="ph codeph">email</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3172">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3174">None</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Fetch thread messages</strong>: Retrieves all messages in a thread.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_zrf_lrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3225" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3227" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3225">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3227">
<code class="ph codeph">channel</code>, <code class="ph codeph">thread_ts</code>, <code class="ph codeph">reply_ts</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3225">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3227"><code class="ph codeph">messages</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Add reaction</strong>: Adds a specified emoji reaction to a message.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_nbv_nrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3282" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3284" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3282">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3284">
<code class="ph codeph">channel</code>, <code class="ph codeph">name</code>, <code class="ph codeph">timestamp</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3282">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3284"><code class="ph codeph">success</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Fetch message</strong>: Retrieves message content and metadata.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_fvb_qrz_hgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3340" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3342" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3340">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3342">
<code class="ph codeph">channel</code>, <code class="ph codeph">timestamp</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3340">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3342">
<code class="ph codeph">text</code>, <code class="ph codeph">user</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Find user</strong>: Retrieves a Slack user so that they can be used later in the action flow.
<div class="p">
<div class="tablenoborder">
<table id="topic_ezf_f14_3fc__table_nqg_cyj_jgc" class="table" border="1" summary="" frame="border" rules="all" cellspacing="0" cellpadding="4">
<colgroup> <col> <col> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th id="d52e3397" class="entry cellrowborder" style="text-align: left; vertical-align: top;"> </th>
<th id="d52e3399" class="entry cellrowborder" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3397">Inputs</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3399"><code class="ph codeph">user_id</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3397">Output</td>
<td class="entry cellrowborder" style="text-align: left; vertical-align: top;" headers="d52e3399">
<code class="ph codeph">display_name</code>, <code class="ph codeph">email</code>, <code class="ph codeph">real_name</code>, <code class="ph codeph">user_id</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
</div>