An action flow is an automated sequence of steps that achieves specific outcomes based on a defined event that can be used to initiate, or trigger, the flow and one or more steps. 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 steps as well as steps 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.
- A maximum of 250 actions and steps can be executed per minute for each account.
- When creating branches within an action flow, you can configure only one condition per branch.
- The branch step only supports the evaluation of conditions on text, number, decimal, and true/false variables. At this time, you can't check for conditions such as whether a specific tag is present on a ticket.
- You can connect to only one instance of each external system.
- During the EAP, action flow triggers must be Zendesk events. External events aren't yet supported.
- During the EAP, only a subset of the planned Zendesk and external steps are available.
- Only a subset of data can be configured within a step, such as standard ticket fields only when creating a ticket.
- Only a subset of data is output from triggers, Zendesk steps, and external steps. For example, custom fields aren't output.
- The following limitations related to actions for agent copilot auto
assist:
- Only actions that were created or updated after March 13, 2025 are available as steps for action flows.
- Action steps don't support the use of files or attachments.
- Updates made to actions that are already used in action flows aren't reflected in the action flow's step. To use the updated version of an action in an existing action flow, you must delete the 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.
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