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Action Flow Academy

  • July 8, 2026
  • 3 replies
  • 33 views
Fiona11

Hi all

I’ve read and re-read the Action Flows articles and tried to make some basic ones of my own but I just don’t understand what I’m doing wrong or what all the technical terms mean. I’m not a developer, I’m an admin trying to build basic things like “If a ticket has a specific tag added to it, add this task list to it” but I just can’t figure it out. The inputs, variables and all the other things are so complicated to understand.

I don’t see an Academy course for Action Flows and all the videos I can find that talk about it are very high level and don’t explain everything that I’m seeing. 

Is there any content I’m missing or can an Academy course be made for this? I like to think I’m at least of average intelligence but I just can’t wrap my head around Action Flows!

Thanks!

    3 replies

    Brett Bowser
    • Brett BowserCommunity Manager
    • Community Manager
    • July 9, 2026

    Hey ​@Fiona11, 

    Thanks for sharing these concerns around action flows and apologies for any confusion our documentation, or lack there of, may have caused. I’ll be sure to share this feedback internally with the right teams as I can imagine you’re not the only one experiencing this. 

    Just to confirm, have you had a chance to look at these related articles?

    Let me know!

    Fiona11
    • Fiona11
    • Author
    • Contributor
    • July 9, 2026

    Hi Brett

    Thanks for your reply.

    As I mentioned, I’ve read all of the articles about action flows but I don’t understand how those instructions translate to any real world example. 

    For example, the flow I mentioned: when a trigger is added, add a task list to the ticket.

    When I create an action flow, it asks what the trigger is. There’s no option for ‘tag added’ so I choose Ticket Status changed. It asks for the variable. I don’t know what this means but maybe it’s where I add the tag. The instructions mention inputs, I don’t see this in the trigger set up. I then add the step of adding the task list. It asks for a ticket ID - I’m not sure what that means, it’s whatever ticket it’s triggered on. 

    I’m not a developer and it feels like the instructions were written on the assumption that people using this will have a technical background. There’s no explanation of what these things mean (in plain language) or how they would apply in any real world use cases. 

    Thanks

    Fiona

    Brett Bowser
    • Brett BowserCommunity Manager
    • Community Manager
    • July 10, 2026

    Hey ​@Fiona11 , appreciate you sharing some additional context here. If you’re okay with it, I’d like to get a ticket created on your behalf so our customer support team can dig into this with you. They’ should be able to point you in the right direction as well as look into any technical issues you’re running into. 

    Regarding the documentation around this feature, I’ll pass this feedback along to our team that manages these articles so they’re aware of these pain points. 

    Let me know if you’d like for me to create that ticket for you in the meantime.

     

    Thanks!

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