By connecting theaction builderto external systems, such as Workday, 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 Workday, 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 sends an email notification to an employee's manager when a Zendesk ticket requesting new hardware, such as a laptop, is approved.

To create an action flow that automatically notifies managers when their employee's request for hardware 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 user details in Zendesk:
    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 user.
    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 Requester ID.
  3. Add a step to look up details about the ticket requester in Workday:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up worker.
    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 Workday:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click Workday and then select Look up worker.
    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 send an email notification to the employee's manager:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click Microsoft Outlook and then select Send email.
    3. Under Recipient email, click Add variable.
    4. Within the variable menu, select Look up worker as the step that outputs the variable, and then select Supervisor's email.
    5. Under Subject, enter the subject of the email. For example: "Update: Laptop request for Employee Name" where Employee Name is a variable from the Look up user step.
    6. Under Body, enter the message you want to send to the employee's supervisor. Include relevant information as variables from the Look up user and Look up worker steps, respectively, to streamline their ability to solve the ticket. In the following example, all variables are italicized:
      Hi Look up worker > Supervisor Name,
Your team member, Look up user > Name (employee ID: Look up worker > ID), will be issued a 
(Ticket tags changed > Laptop make) laptop in the next five days.
      Note: To make the laptop information available for use as variables in the action flow, that information must be configured as a ticket field.
  6. Add a step that updates the ticket with a copy of the email sent to the supervisor:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, select Update ticket.
    3. Under Ticket ID, click Add variable.
    4. Within the variable menu, select Ticket tags changed as the step that outputs the variable, and then select Ticket ID.
    5. Under Additional fields, select Comment and Comment is public.
    6. Under Comment, copy and paste the Body value from the send email step.
  7. Under Comment is public, select False.

    The comment is added to the ticket as an internal note.

  8. Click Save.
  9. Click Test to test the action flow.
  10. Click the options menu () and select Activate to begin using the action flow to automatically send an email to employees' supervisors when a request for hardware is approved.
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