Product insights exchange on Action Builder

On August 06, the Zendesk team hosted another engaging session of the Product Insights Exchange series, the team introduced Action Builder, a powerful low-code tool designed to help customer service teams automate complex workflows without heavy coding. With hundreds of early adopters already onboard, the session focused on three main topics:

• Data Transformation: We presented two options for handling business logic—easy preset transformations vs. flexible JavaScript coding—gaining valuable customer preferences and use case insights.

• Testing & Monitoring: The team showcased new designs to make testing easier, with clear failure explanations, detailed step logs, and a dashboard for monitoring flow runs and identifying errors quickly. Customers emphasized the need for improved visibility and alerting.

• Connectors & Reporting: We reviewed the current and upcoming integrations (Slack, Shopify, Google Sheets, Snowflake, and more) and shared early ideas for usage reporting to measure automation impact. Feedback stressed real-time analytics and granular metrics.

Key Learnings:

• Low-code automation tools must balance ease of use with flexibility; offering both UI-driven and code-driven options addresses a broad range of users.

• Testing and debugging are critical success factors; clear, actionable feedback keeps admins confident in deploying workflows.

• Comprehensive logging and monitoring with easy filters and alerts enable proactive operations and faster issue resolution.

• Reporting should provide both high-level insights and low-level metrics to demonstrate ROI and identify new automation opportunities.

• Strong customer engagement and feedback loops have shaped these feature designs significantly and will continue to be essential.

• Security and data governance require careful handling of sensitive data exposed during debugging and reporting.

• Integration breadth determines adoption—customers value connectors for core and adjacent systems and demand flexibility.

Webinar resources

Want to see how Action Builder can transform your workflows and hear the full customer discussion?

• Zendesk Product Insights Exchange on Action Builder *coming soon

• Zendesk Product Insights Exchange playlist