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2024 - Current

Lead Product Designer

Solving complex tickets with simple workflows

Complex support tickets rarely live in one system — a refund might touch billing, shipping, and CRM before it's resolved, and agents are stuck jumping between tools to get it done.

Action Builder lets admins automate these multi-step, multi-system tasks, no coding or developer help needed.

Impact (30 days)

550+ EAP sign ups

60+ workflows created

3M+ workflow executions

Key customers

Strategy

Built around a platform bet

In 2025, Zendesk's CEO put it plainly: "the only metric that matters in customer service is resolution."

The Resolution Platform was Zendesk's answer to an industry built on disconnected tools that never added up to one - and Action Builder delivered its Actions and Integrations layer.

Zendesk Resolution Platform

Resolution Learning Loop

Experience

Automation an admin can actually see

Before Action Builder, connecting systems meant webhooks and developer time. The visual canvas turns that into something a non-technical admin can build and read at a glance, with branches, conditions, and multi-step logic laid out as a flow.

Workflow builder

Workflow builder

Runs history

Runs history

No more black-box failures

When a flow breaks, admins need to know why. I designed the run view for that: a step-by-step record of which branch it took, what data moved through, and exactly where it failed.

Integrations

Menu

Designed with scale and growth in mind

As Action Builder grew, I focused on what would still hold up later: a design system so other teams could build consistently, a menu structured to work with hundreds of actions instead of twenty, and a run inspector built to be extended rather than redesigned each time a new step type shipped.

Controls

Actions

Nodes

Designed with scale and growth in mind

As Action Builder grew, I focused on what would still hold up later: a design system so other teams could build consistently, a menu structured to work with hundreds of actions instead of twenty, and a run inspector built to be extended rather than redesigned each time a new step type shipped.

Actions

Controls

Integrations

Menu

Nodes

Designed with scale and growth in mind

As Action Builder grew, I focused on what would still hold up later: a design system so other teams could build consistently, a menu structured to work with hundreds of actions instead of twenty, and a run inspector built to be extended rather than redesigned each time a new step type shipped.

Integrations

Actions

Menu

Controls

Nodes

Release

Launched in person, not just on stage

At Relate, we ran a booth alongside the launch: demoing Action Builder live, walking customers through it, and collecting feedback in real time.

Zendesk Relate

Zendesk Relate 2025

30 day impact

Built once, running millions of times

In the first 30 days, 550 admins joined early access and built just 60 flows between them. Those 60 flows alone ran more than 6 million times. That's the actual promise of automation: build it once, and it keeps working at a scale no one could do by hand.

550+

Customer EAP signups

60+

Workflows running

6M+

Workflow executions

"We couldn't have delivered one of our key programs without Action Builder. It enabled our engineers to build and test a solution in hours instead of weeks or months"

Voice of Customer
The Iconic

"Because of the complexity of our flows, Action Builder was able to solve a very important need for us, which was to provide real-time alerts on satisfaction scores."

Ops Tools Executive
Kaizen Gaming

Ryan Martin

Melbourne, Australia

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