Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Action flows can read and write custom object records, which lets an AI-assisted flow act on your own business data.
What this makes possible
A flow can look up the record a ticket points at, use what it finds to decide what to do, and update it. So an agent-facing flow can check a contract's status before offering something, rather than asking the agent to check.
Build it
- Open Action flows under Apps and integrations.
- Add a step that reads the custom object record.
- Use its fields in the conditions of later steps.
- Optionally add a step that updates the record.
- Test with records in each of the states you branch on.
Be careful with writing
A flow that reads is low risk. A flow that writes changes business data automatically, and if the data is synced from another system the change is either lost at the next sync or, worse, propagated.
Decide explicitly whether Zendesk may write to this object, and where the answer is no, keep flows read-only against it.
Test the missing case
The ticket may have no record linked. A flow assuming there is one behaves unpredictably when there is not, and that is the case that will occur most often in the first week.
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