Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Actions depend on systems you do not control. Keeping them working is a maintenance job, not a one-off build.
Manage them
- In the AI agents workspace, select the agent, click Actions in the sidebar and select Configured actions.
- Read the list. The grabber icon beside an action reorders it by dragging.
- To change one, select it and click Edit action. To remove one, use the options menu and select Delete.
- Test after every change.
One thing to hold on to before you edit anything: an action is configured once and used in several places, so an edit reaches every one of them.
Actions break from the outside
An endpoint moves, a field is renamed, a credential expires. Nothing changed in Zendesk, and the action stops working.
The symptom is conversations quietly failing, so this is worth checking on a rhythm rather than waiting to be told.
Know who to ask
For every action, record which system it calls and who maintains it. When something breaks at three in the afternoon, that note is the difference between fixing it and starting an investigation.
Remove it where it is wrong, do not delete it everywhere
There is no switch that parks an action. If it is right in one place and wrong in another, take it out of the place it is wrong rather than deleting the action, which is Zendesk's own advice and saves rebuilding it later.
The delete dialog tells you what depends on it
Deleting shows how many locations the action is currently used in. Read that number before you confirm: it is the only warning you get that a dialogue or procedure is about to lose a step it was counting on.
The same goes for edits. Changing what an action returns can leave a procedure describing a value that no longer arrives, everywhere it is used at once.
Expiring credentials
This is what stops an action that worked for months. Note renewal dates somewhere your team will see them, because the failure is silent until a customer hits it.
Review them quarterly
Run each action once with a known value. Fifteen minutes, and it catches the breakages that would otherwise be found by customers.
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