By connecting theaction builderto external systems, such as BambooHR, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.

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By connecting the action builder to external systems, such as BambooHR, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.

The following example action flow automatically submits a time off request in BambooHR when a Zendesk ticket related to the request is approved.
  1. Add an action flow trigger with the following details:
    1. Click Add trigger.
    2. In the step sidebar, under Zendesk, click Tickets.
    3. Click Routing and select Ticket tags changed.
    4. Click Add condition.
    5. Under Variable, click Ticket tags changed and select Tags (added).
    6. Set the Operator to Contains at least 1 of.
    7. Under Value, enter approved.
  2. Add a step to look up ticket details:
    1. In the action builder, beneath the action flow trigger, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up ticket.
    3. Under Ticket ID, click into the field and then click Select a variable instead.
    4. Within the variable menu, select Ticket tags changed as the step that outputs the variable you want to use, and then select Ticket ID.
  3. Add a step to look up user details about the ticket assignee:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up user.
    3. Under User ID type, select Zendesk user ID.
    4. For User ID, click Add variable.
    5. Within the variable menu, select Ticket tags changed as the step that outputs the variable you want to use, and then select Requester ID.
  4. Add a step to retrieve the employee's data in BambooHR:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click BambooHR and then select Get employee details.
    3. Under Employee email, click Add variable .
    4. Within the variable menu, select Look up user as the step that outputs the variable you want to use, and then select Work email.
  5. Add a step to submit the time off request in BambooHR:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click BambooHR and then select Request time off.
    3. Under Employee ID, click Add variable.
    4. Within the variable menu, select Look up user as the step that outputs the variable you want to use, and then select Work ID.
    5. Under Start date, click Add variable.
    6. Within the variable menu, select Look up ticket as the step that outputs the variable you want to use, and then select the Start date.
    7. Under End date, click Add variable.
    8. Within the variable menu, select Look up ticket as the step that outputs the variable you want to use, and then select the End date.
    Note: To make the start date and end date information available for use as variables in the action flow, these must be configured as ticket fields.
  6. Add a step that sends a direct message in Slack to the ticket requester's supervisor that contains the information you collected for the time off request:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click Slack and then select Post direct message.
    3. Under Email, click Add variable.
    4. Within the variable menu, select Get employee details as the step that outputs the variable, and then select Supervisor's email.
    5. Under Message, enter the message you want to send to the employee's supervisor. Include relevant information as variables from the Look up ticket and Look up user steps, respectively, to streamline their ability to solve the ticket. In the following example, all variables are italicized:
      Hi Employee details > Supervisor Name,

A time off request has been submitted in BambooHR for Requester > Name and requires your attention. Please respond as soon as possible.

Time off request summary:
- Start date: Ticket > Start date
- End date: Ticket > End date
- Notes: Requester > Notes
  7. Click Save.
  8. Click Test to test the action flow.
  9. Click the options menu () and select Activate to begin using the action flow to automatically submit a time off request in BambooHR when a Zendesk ticket related to the request is approved.
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