By connecting theaction builderto external systems, such as Microsoft Calendar, 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 Microsoft Calendar, 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 creates a meeting in Microsoft Calendar when a ticket is reassigned and invites the previous asignee and new assignee. This ensures consistent transfer of ownership with full context of the ticket, which reduces delays and improves accountability.
  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 agent assignment changed.
  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 assignment changed as the step that output 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 Look up ticket as the step that outputs the variable you want to use, and then select Assignee ID.
  4. Add a step to lookup details about the ticket requester's organization:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up organization.
    3. Under Organization ID type, select Zendesk organization ID.
    4. For Organization ID, click Add variable.
    5. Within the variable menu, select Look up user as the step that outputs the variable you want to use, and then select Organization ID.
  5. Add a step that creates a calendar event based on the information you collected for the ticket, assignee, and organization:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click Microsoft Calendar and then select Create event.
    3. Under Calendar, select the appropriate calendar from the connected account in which to create the event.
    4. Under Title, enter Handoff ticket and then click add variable Ticket ID.
  6. Click Save.
  7. Click Test to test the action flow.
  8. Click the options menu () and select Activate to begin using the action flow to automatically schedule ticket handoff meetings when a ticket's assignee changes.

Using Microsoft Calendar actions in action flows

Microsoft Calendar action steps can be used to automatically create, update, and manage calendar events in Microsoft Calendar.

The following Microsoft Calendar actions are available:
  • Create event
  • Update event
  • Search for event
  • Delete event

Creating a calendar event

Use the Create event action to create a new calendar event. For example, you might want to automatically create follow-up meetings or reminders when high-priority tickets are created in Zendesk.

This action has the following inputs and outputs:

  Variables
Inputs external_id, calendar_id, title, start_time, end_time, attendees, description, location
Output id, link

Updating a calendar event

Use the Update event action to modify an existing calendar event, such as rescheduling it when a ticket due date changes.

This action has the following inputs and outputs:

  Variables
Inputs external_id, calendar_id, event_id, updated_fields
Output id, link

Searching for a calendar event

Use the Search for event action to retrieve information about an existing calendar event. This is useful for checking whether an event already exists and verifying the details of an existing event.

This action has the following inputs and outputs:

  Variables
Inputs external_id, query (title, date range, attendee)
Output events (id, title, start_time, end_time, attendees, link)

Deleting a calendar event

Use the Delete event action to delete an existing calendar event.

This action has the following inputs and outputs:

  Variables
Inputs external_id, calendar_id, event_id
Output none
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