The Power Actions app allows you to automate powerful ticket updates and workflows in Zendesk without needing external webhooks or custom API calls.
Using Power Actions, you can create reusable rules that perform actions automatically through Zendesk triggers or manually from the ticket sidebar.
Topics covered in this article:
- What Can Power Actions Do?
- Creating a Power Action Rule
- Automatically Running a Power Action
- Running Power Actions Manually
What Can Power Actions Do?
Power Actions can make any update to a Zendesk ticket, including:
- Updating ticket fields (including text)
- Changing subject
- Adding internal notes or public replies
- Updating ticket fields from requester or organization information
- Adding CCs or followers
- Running multiple updates at once
Power Actions can also trigger workflows across SweetHawk apps, including:
- Starting a Task List
- Completing a task
- Adding tickets to Kanban
- Starting or updating Timers
- Launching approval workflows
- Creating a Calendar event
- And more
Because all actions are configured directly inside the app, external Zendesk webhooks are no longer required for most workflows.
Creating a Power Action Rule
Inside the Power Actions app, create a new action and define the updates or workflows you want to perform.
You can create unlimited actions depending on your workflows.
Automatically Running a Power Action
Once your action is created, you can generate a Zendesk trigger directly from within the app, from the main Actions screen.
Click on the new trigger that was created and then Manage in Zendesk. The trigger is responsible for deciding when the action should run.
Inside the trigger, simply define the conditions that should fire the action, such as:
- Ticket created
- Priority changes
- Status updated
- Tag added
- Form selected
- Organization changed
When those conditions are met, the Power Action runs automatically and everything that is in the rule is applied to the ticket and/or apps.
Running Power Actions Manually
Power Actions can also be used manually from the ticket sidebar app.
Agents will see available actions directly on the ticket and can click them to instantly apply updates or launch workflows.
This works similarly to macros, but will apply on the ticket right away, with significantly more flexibility and support for SweetHawk app actions.