Before you can include external actions in your action flows, you must connect the action builder to the external system.

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Summary: ◀▼

You can connect action flows to Google Forms to automate workflows involving form lookups and response searches. Use a dedicated service account for connections and authorize necessary scopes. Available actions include looking up forms by ID or name and searching survey responses with filters. This integration helps streamline collaboration and data retrieval from Google Forms within your support processes.

By connecting the action builder to external systems, such as Google Forms, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.
Note: The steps associated with external systems in action flows are referred to collectively as external actions.
This article contains the following topics:
  • Connecting Google Forms to action builder
  • Using Google Forms actions in action flows

Connecting Google Forms to action builder

Before you can include external actions in your action flows, you must connect the action builder to the external system.

When connecting to external systems for use in action flows, the following best practices are recommended:
  • All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it's a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.
  • 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.
  • When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.
To connect action builder to Google Forms
  1. In Admin Center, click Apps and integrations in the sidebar, then select Actions > Action flows.
  2. Create or edit an action flow.
  3. Open the step sidebar.
  4. Under External actions, click Google Forms.
  5. Click Connect.
  6. Follow Google Form's prompts to authenticate and complete the connection.

    The forms.body.readonly, forms.responses.readonly, and drive scopes must be authorized during the connection process.

    Note: 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.

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 Google Forms.

Using Google Forms actions in action flows

Google Forms action steps can be used to look up forms and search for survey responses.

The following Google Forms actions are available:
  • Lookup form
  • Search responses

Looking up forms

Use the Lookup form action to look up forms.

This action has the following inputs and outputs:

  Variables
Inputs Required: Form ID or Form name (at least one is required)
Output Form details

Searching for responses

Use the Search responses action to search for responses on the survey.

This action has the following inputs and outputs:

  Variables
Inputs Required: Form ID

Optional: Response since, Response count, Page token
Output Response details as an array of objects. You can use the “Custom code” node to parse and extract information from the response.
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