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Automatically complete Tasks with Zendesk Action Builder

Keith Bower

Use Zendesk Action Builder to automatically complete a SweetHawk task in the Tasks & Subticket app. For example, you could complete an onboarding task when a tag is added, a custom field is updated, or the ticket moves to a particular status.

This guide covers three SweetHawk actions:

  • Complete Task from Task List, for selecting a saved task and task list
  • Complete Task by Name, for identifying a task dynamically by its name
  • Complete Task-List Phase, for completing every outstanding task within a selected phase

The complete action flow contains two steps: a Zendesk ticket trigger followed by the relevant SweetHawk task action.

Steps covered in this article:

 

Before you begin

Make sure the SweetHawk connector is connected to Zendesk Action Builder by following this guide:

Connect SweetHawk to Zendesk Action Builder⁠

 

Create the Action Flow trigger

First, choose the ticket change that should initiate the action flow. If you’re new to Zendesk Action Builder or aren’t sure which trigger to choose, we recommend reviewing Zendesk’s guide, Creating action flows to automate processes across Zendesk and external systems, before continuing.

This example completes a task or phase when a particular tag is added to a ticket. However, you can use another supported ticket event, such as a change to the ticket status, priority, form, or custom field. Zendesk supports action flows triggered by ticket events and other Zendesk or external events.  

  1. Create a new action flow.
  2. Add a trigger card.
  3. Under Zendesk, select Tickets.
  4. Select Routing.
  5. Select Ticket tags changed.
  6. Click Add condition.
  7. Configure the condition as follows:
    • Variable: Tags (added)
    • Operator: Contains at least 1 of
    • Value: Enter the tag that should complete the task, such as complete_hr_task.

The flow will now run when that tag is added to a ticket.

 

Add a SweetHawk action

Click the + beneath the trigger card to add the second step.

  1. Scroll to External actions.
  2. Select SweetHawk.
  3. Choose one of the following actions:

You only need to add the action that matches your workflow.

 

Complete Task from Task List

Use Complete Task from Task List when you know which pre-defined task list and task should be completed.

This is generally the simplest option because both the task list and task can be selected from dropdown menus.

  1. Select Complete Task from Task List action.
  2. In the new card, under Zendesk ticket ID, select Ticket ID from the trigger card.
  3. Under Task list, select the saved task list that will already be applied to the ticket.
  4. Under Task, select the task that should be marked as complete.

For example:

When the selected ticket event occurs, Action Builder will complete that task on the ticket.

 

Complete Task by Name

Use Complete Task by Name when you want to complete a task based on its name without selecting a particular saved task list.

This is useful when ad hoc tasks are added to the app, or tasks where generated dynamically.

  1. Select Complete Task by Name action.
  2. In the new card, under Zendesk ticket ID, select Ticket ID from the trigger card.
  3. Under Task, enter the exact name of the task to complete.

You can also populate the task name using a variable from an earlier card.

Note: When using a ticket field as the variable for the task name, the field must be available as an output from the trigger or another earlier step. For example, use a custom ticket field change trigger rather than the tag-based trigger shown in this guide.

 

Complete Task-List Phase

Use Complete Task-List Phase to mark every incomplete task within a selected phase as complete.

  1. Select Complete Task-List Phase.
  2. In the new card, under Zendesk ticket ID, select Ticket ID from the trigger card.
  3. Under Phased task list, select the phased task list that will already be applied to the ticket.
  4. Under Phase, select the phase that should be completed.

For example:

When the flow runs, all incomplete tasks in the selected phase will be marked as complete.

 

Review and test the flow

Your completed flow should contain:

  1. A Zendesk ticket trigger
  2. One SweetHawk task-completion action

Save the flow, then test it on a ticket containing the relevant task list or phased task list, before activating the action. 

Once you are happy with the test, activate the action under the 3 dot menu on the top right.