Action flows are user-defined automated sequences of steps that perform actions in Zendesk and external systems based on a defined event that initiates or triggers the workflow. Action flows can run in response to their configured action flow trigger events or be initiated by agents using agent copilot auto assist. The steps within an action flow can include Zendesk actions as well as actions that occur in external systems.
The Action flows page in Admin Center includes a visual workflow builder, referred to as the action builder, that is used to create and edit action flows. The action builder is designed to make it easier to make multi-system workflows that integrate Zendesk with external systems.
Considerations for using action flows
- You can create a maximum of 10 action flows.
- Each action flow can contain a maximum of 50 steps. The action flow trigger is excluded from this count.
- Action flows support bursts of up to 250 steps, and can then continue at a rate of 5 steps per second during a recharge period.
- When creating branches within an action flow, you can configure only one condition per branch.
- The branch step supports the evaluation of conditions only on text, number, decimal, true/false, date, and date time variables as well as checking arrays of tags.
- You can connect to only one instance of each external system.
- Only a subset of the planned Zendesk and external actions are available.
- Most standard ticket, user, and organization fields are supported. All custom ticket fields are also supported. However, custom lookup relationship fields only support variables or manual inputs, and you must use the ID of the related object record to specify values.
- The following limitations apply to custom actions for agent copilot auto
assist:
- Only custom actions that were created or updated after March 13, 2025 are available as steps for action flows.
- Custom action steps don't support the use of files or attachments.
- Updates made to custom actions that are already used in action flows aren't reflected in the action flow's step. To use the updated version of a custom action in an existing action flow, you must delete the custom action step and re-add it.
- Localization isn't supported yet for action flows. All in-product text in the action builder appears in English only.
Accessing the Action flows page
The Action flows page in Admin Center is used to create, edit, and delete your action flows.
- In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action flows.