All Claude actions allow you to select from the following models:

What's my plan?
All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus
Support Team, Professional, or Enterprise

Summary: ◀▼

You can connect action flows to Claude models to automate tasks like sending prompts, summarizing text, analyzing sentiment, and extracting keywords. Choose from different Claude models based on task complexity and speed needs. Use a dedicated service account for secure API key management. These actions help improve collaboration and streamline workflows by integrating external AI capabilities into your support processes.

By connecting the action builder to external systems, such as Claude, 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.

All Claude actions allow you to select from the following models:

  • Claude Opus 4.6: Most capable model for complex reasoning tasks

  • Claude Sonnet 4.6: Balanced performance and speed for most use cases

  • Claude Haiku 4.5: Fastest model for simple tasks and high-volume processing

Choose the model that best fits your use case based on the complexity of the task and required response time.

This article contains the following topics:
  • Connecting Claude to action builder
  • Using Claude actions in action flows

Connecting Claude 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 create a new API key from the Anthropic Console

  1. Open the Claude Console.
  2. Navigate to the API Keys section.
  3. Create a new API key with the appropriate permissions.
  4. Save the API key or keep the window open so you can copy and paste it into Zendesk. You'll need it when connecting Claude to action builder.
Important: Keep your API key secure and do not share it. The API key grants access to your Anthropic account and will be used for all Claude actions in your action flows. For detailed information about creating API keys and getting started with the Anthropic API, see the Anthropic documentation.
To connect action builder to Claude
  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 Claude.
  5. Click Connect.
  6. Follow the prompts to enter your Anthropic API key and complete the connection.
    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 Claude.

Using Claude actions in action flows

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

The following Claude actions are available:
  • Send prompt
  • Summarize text
  • Analyze sentiment
  • Extract keywords

Sending a prompt

Use the Send prompt action to send a custom prompt to a Claude model and receive a response.

This action has the following inputs and outputs:

  Variables
Inputs Required: Model, Prompt
Output Response content from Claude

Summarizing text

Use the Summarize text action to generate a summary of provided text, such as customer support conversations.

This action has the following inputs and outputs:

  Variables
Inputs Required: Model, Text
Output Original text, summary, and analysis explanation

Analyzing sentiment

Use the Analyze sentiment action to evaluate the sentiment of a given text, helpful for understanding customer emotions.

This action has the following inputs and outputs:

  Variables
Inputs Required: Model, Text
Output Original text, sentiment classification (positive, neutral, or negative), and analysis explanation

Extracting keywords

Use the Extract keywords action to identify and extract meaningful keywords from text content.

This action has the following inputs and outputs:

  Variables
Inputs Required: Model, Text
Output Original text, array of extracted keywords, and analysis explanation
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