-**Note:** Actions flows are currently managed manually in Zendesk (no sync repo yet)
{{% /alert %}}
## What are action flows
As per [Zendesk](https://support.zendesk.com/hc/en-us/articles/8855513857306):
> Action flows are user-defined automated sequences of steps that perform actions in Zendesk and external systems based on a defined event that initiates or triggers the workflow. Action flows can run in response to their configured action flow trigger events or be initiated by agents using agent copilot auto assist. The steps within an action flow can include Zendesk actions as well as actions that occur in external systems.
## Managing action flows
### Creating action flows
As we managed this in Zendesk, please refer to [their documentation](https://support.zendesk.com/hc/en-us/articles/8855601898266)
### Editing action flows
As we managed this in Zendesk, please refer to [their documentation](https://support.zendesk.com/hc/en-us/articles/9052312956570)
### Deactivating action flows
As we managed this in Zendesk, please refer to [their documentation](https://support.zendesk.com/hc/en-us/articles/9052312956570-Editing-and-managing-action-flows#topic_uqv_4lv_bfc)
### Deleting action flows
As we managed this in Zendesk, please refer to [their documentation](https://support.zendesk.com/hc/en-us/articles/9052312956570-Editing-and-managing-action-flows#topic_chp_plv_bfc)
- This application was developed in-house and can be found [Notifications App project](https://gitlab.com/gitlab-support-readiness/zendesk-global/apps/notification-app).
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### Current events that trigger the app
The following events will send data to the app for notification processing:
- Agent private comment made on ticket
- Agent public comment made on ticket
- Customer public comment made on ticket
- Emergency ticket created
- Escalated ticket created
- Tickets being STAR’d
- Tickets created by specific organizations
### User settings
The current user settings, which will determine what notifications you will (and will not) recieve are:
- Play notification sound
- Checking this box tells the app to play the notification sound.
- Notify me for
- This tells the app what kind of tickets to notify you for
- Values:
- Assigned tickets only
- Followed tickets only
- All tickets
- Notify me about
- This tells the app what kind of events to notify you for
- Values:
- All public comments (agent and customer)
- Only public comments from agents
- Only public comments from customers
- Only private comments
- All types of comments
- Notify me only for tickets with priority
- This tells the app which priorities to notify you on
- Values:
- at least Urgent
- at least High
- at least Medium
- at least Low
- Note: A blank value is assumed to be “all priorities”
- Also notify me for escalated ticket creation
- This dictates if you want to be notified via the app when an escalated organization creates a ticket.
- Note: This works independently of all other settings.
- Also notify me for emergency ticket creation
- This dictates if you want to be notified via the app when an emergency ticket is created.
- Note: This works independently of all other settings.
- Also notify me for STARs
- Also notify me for soon to breach tickets on
- This dictates if you want to be notified via the app when a ticket is about to breach (within 2 hours)
- Values:
- Assigned tickets only
- Followed tickets only
- Tickets within my SGG only
- All tickets
- Note: This works independently of all other settings.
- Also notify me for tickets created via specific orgs
- This dictates if you want to be notified via the app when a ticket is created by a specific organization
- The list should be comma separated
- Example: if you want to be notified for organizations 123, 456, and 789, use the value 123,456,789 or 123, 456, 789
- Note: This works independently of all other settings.
For information on editing your personal user settings, please see [Zendesk’s documentation](https://support.zendesk.com/hc/en-us/articles/4408819930906-Editing-your-personal-settings-in-Zendesk-Chat-Support-accounts#topic_gfh_rqm_4fb).
## STAR
<sup>*Introduced via [support-team-meta#4694](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/4694)*</sup>
- If for an ASE addition and the user ID provided is invalid, it comments on the ticket telling the requester as much (and closes the ticket)
- If the organization does not exist, it comments on the ticket telling the requester as much (and closes the ticket)
#### Assign to ASE
<sup>Introduced via [gitlab-com/eta/css/issue-tracker#3](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/work_items/3)</sup>
This handles processing ticket auto-assignment for organizations that have the Assigned Support Engineer (ASE) addon.
#### Collaboration IDs
<sup>Introduced via [gitlab-com/gl-security/corp/cust-support-ops/issue-tracker#623](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/623)</sup>
@@ -221,6 +227,12 @@ This checks the passed comment (public and made be an agent) for the various typ
-`gitlabmtgs.webex.com`
-`teams.microsoft.com`
#### Mark as Spam
<sup>Introduced via [gitlab-com/eta/css/issue-tracker#3](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/work_items/3)</sup>
This handles marking tickets as spam.
#### Namespace availability
<sup>Introduced via [gitlab-com/gl-security/corp/cust-support-ops/issue-tracker#578](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/578)</sup>
@@ -288,6 +300,12 @@ This adds internal notes on a ticket based off information derived from the orga
If a Support notes file does not exist, this will also create one for the organization.
#### Reply as end-user
<sup>Introduced via [gitlab-com/eta/css/issue-tracker#3](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/work_items/3)</sup>
This handles replying to tickets via the GitLab-controlled end-user.
#### STAR
<sup>Introduced via [gitlab-com/support/support-ops/support-ops-project#957](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/957)</sup>
@@ -299,6 +317,7 @@ This adds the ticket tag `star_submitted` onto the ticket.
The following items work identically to Zendesk Global:
- Use the [Delegate Tasks feature of `Time Off by Deel` in Slack](https://help.letsdeel.com/hc/en-gb/articles/11901927070737-How-To-Request-Time-Off-With-Deel-Plugin#h_01GNY1Q325CCDEMASHZCMMY4RS)
to indicate who is covering for each of your accounts
