What is the difference between user provisioning and access request automation?

User provisioning handles the predictable access that can be assigned when an account is created: the account itself, standard groups, licences, and organisational-unit placement. Access request automation handles what happens afterwards — requests for project groups, Shared Drives, delegation, temporary permissions, third-party applications, elevated roles, and other access that depends on context that could not be known at provisioning time.

Why are Google Workspace access requests difficult to automate?

The requested action is usually simple; the context is not. A single request may depend on employment status, contract type, legal entity, site, current manager, resource owner, access level, duration, and additional security policy. Automation has to resolve that context first and then route the request according to the policy that applies to that specific combination.

Can Apps Script automate Google Workspace access requests?

Yes. Google Workspace and Admin APIs are accessible from Apps Script, so the capability is there. The challenge appears as the process grows: conditional routing becomes harder to maintain, approvals need persistent state, expiry needs reliable scheduling, audit history must be built deliberately, and ownership becomes risky when only one or two people understand the code. The guide explains where scripting fits and where a workflow platform becomes easier to operate.

Does automating access requests mean replacing our ITSM or service desk?

No. An existing helpdesk or ITSM can remain the front door. A ticket can trigger the workflow, which resolves context, applies policy, routes approvals, performs the Google Workspace action, records the result, and updates the ticket. The guide also covers a form- or chat-fronted architecture for teams that want structured self-service outside the service desk.

What should an automated IT access request include?

The guide uses an eight-step pattern: structured request, context lookup, policy check, approval routing, provisioning, confirmation, audit logging, and review or expiry. The exact lookups and policies change by request type, but the underlying sequence remains consistent across Shared Drive permissions, Group membership, licence assignments, site transfers, and similar requests.

How should temporary access be handled?

Temporary access should carry an end date from the moment it is approved, with revocation scheduled automatically. If removal depends on somebody noticing a reminder later, permissions tend to accumulate. Automating the grant without automating the expiry makes the process faster without solving the underlying access-governance problem.

Which access request should an IT team automate first?

Start with a recurring request that has a consistent shape, an approver that can be determined from data you already hold, and an action that can be performed through Google Workspace administration. The guide then recommends comparing monthly volume with the number of approval layers: the qualifying request with the highest coordination load is usually the strongest first build.

What results can access request automation produce in practice?

Gordon Food Service used Zenphi behind its existing Employee Center and ServiceNow environment to automate Google Workspace service-delivery workflows including Groups, mailboxes, delegation, licences, access visibility, Chrome and OAuth requests, forwarding alerts, and Shadow IT monitoring. The team reported an 83% reduction in ticket requests and an 85% cut in admin time spent on Google Admin tasks.

What does it mean to operationalize AI for business?

Operationalizing AI means embedding AI into repeatable business workflows so it can do useful work rather than remain a standalone experiment. In platforms like Zenphi, AI can be used to analyze, classify, extract, draft, and make recommendations inside processes that also include triggers, business rules, approvals, system actions, notifications, and human review.

What business processes can AI agents automate?

AI agents can support a wide range of business processes. The handbook covers ten practical examples, including Shadow IT monitoring, invoice processing, document validation, customer support, purchase-order processing, HR and onboarding, sales-pipeline analysis, meeting summaries and follow-ups, multi-agent orchestration, and custom AI agents. Platforms like Zenphi can help connect these AI capabilities to the wider workflow around them.

How can AI agents work with Google Workspace?

AI can sit inside workflows triggered by Google Workspace activity such as incoming Gmail messages, files arriving in Google Drive, Google Meet transcripts, Forms submissions, or audit events. Workflow platforms such as Zenphi can then connect the AI step to actions across Gmail, Drive, Sheets, Calendar, Google Admin, and other business systems.

Can AI automate invoice processing and purchase orders?

Yes. AI can identify relevant documents, extract fields, validate data, and help generate communications. A workflow platform like Zenphi can then handle the surrounding process — routing exceptions for human review, updating Sheets or business systems, triggering approvals, and sending the final response. The same pattern can be adapted to invoices, purchase orders, and other structured or semi-structured documents.

How can AI agents be used for IT security?

AI agents can help analyze audit activity, identify unapproved applications, classify risk, and recommend next steps. Platforms like Zenphi can connect that analysis to governed actions such as suggesting approved alternatives, routing a request for review, revoking access when policy requires it, and notifying the user. The handbook includes Gordon Food Service's Shadow IT example, which reduced IT time spent on app approval requests by 85%.

Do AI agents need human approvals?

Not every step needs a person, but human review remains useful where confidence is low, an exception occurs, or a business decision requires approval. Workflow platforms like Zenphi can combine AI with conditional logic, approval steps, routing, and exception handling so people remain involved at the points where judgment or oversight matters.

What is multi-agent orchestration?

Multi-agent orchestration coordinates several specialized AI agents and human tasks inside one end-to-end workflow. Platforms such as Zenphi can provide the routing, deterministic logic, feedback loops, notifications, and audit trail around those agents, helping keep the overall process consistent and trackable.

Can you build business AI agents without coding?

Yes. No-code workflow platforms such as Zenphi can connect triggers, AI actions, business logic, approvals, Google Workspace actions, and external applications without requiring the process owner to build every integration from scratch. This can make it easier to move from an AI use case to an operational workflow while keeping the surrounding process visible and maintainable.

Support Policy

How Zenphi Provides Technical Support and Maintenance

This Support Policy describes how Zenphi provides technical support and maintenance services ("Support") for its no-code process automation platform and associated products (collectively, the "Service") to its customers. It covers who can submit support requests, how to submit them, which issue types are supported, and how and when we resolve them.

Submit a support request → Visit the Zenphi Users community

Last modified: November 25, 2024

24/7 effective coverage · Business hours across APAC, EMEA, and the Americas

At a glance

Coverage, Regions, and Severity Tiers

24/7

Effective coverage hours

Business hour regions

Severity levels

Effective coverage is 24/7, with limited support during holidays. Support is provided according to the terms of the Customer's Subscription Agreement, Order Form, and this Support Policy.

I. Overview

What This Policy Covers

Support is provided according to the terms of the Customer's Subscription Agreement, Order Form, and this Support Policy. The Support term is specified in the Subscription Agreement and automatically renews with the Subscription Agreement or applicable Order Form.

For information about subscription renewals and payment terms, please refer to the Zenphi Terms of Service.

This Support Policy outlines the support process, including:

Who can submit support requests
How to submit support requests
Supported issue types
How and when Zenphi resolves support requests

II. Definitions

Terms Used in This Policy

Contact

An individual designated by the Customer who is authorized to submit Support Requests and has sufficient knowledge of the Service and internal systems to assist in troubleshooting.

Documentation

Zenphi's online user guides, documentation, help and training materials, accessible via docs.zenphi.com, the Zenphi Users community, or the sign-in to the Service.

Support Request

A formal request from a Customer for assistance with the Service. This may include troubleshooting issues, general inquiries, or requests for service changes.

Incident

A reported issue that significantly disrupts the Service or prevents its intended use.

Releases

Updates to the Service that provide new features, modifications, enhancements, bug fixes, and other improvements.

III. Scope of Support

What Support Includes and Excludes

What Support includes

Support channels, as specified in the Support Level table below.
Product Releases and updates.
Documentation, including an online knowledge base and a community forum.
Guidance and troubleshooting for Customer activities related to the Service, basic configuration issues, and usage questions.
Bug fixes. Zenphi will make commercially reasonable efforts to correct bugs and errors in the Service. While we strive to address all reported issues, response times and resolutions are not guaranteed.

What Support excludes

Service modified by anyone other than Zenphi.
Service not installed, operated, or maintained according to the Documentation.
Troubleshooting of Google, third-party, or open-standards-based technologies (e.g., XML, HTML/CSS).
Custom solutions or actions.
End-user training.
Business process consultation and design.

Supported Products

Zenphi provides Support for the Service as specified in this Support Policy and the Documentation. Support does not cover hardware, operating systems, networks, or third-party software.

IV. Support Request Submission and Resolution

Submitting and Resolving Support Requests

Submitting Support Requests

Any employee authorized by the Customer may submit support requests.

Customer Obligations

Ensure the Contact submitting a Support Request has the necessary access and permissions to troubleshoot and make changes to the Customer's network or products.
Provide Zenphi with reasonable access to the product and systems where the Service is deployed.
Create backup copies of configuration files before any work is performed.

How to Submit a Support Request

Support Requests should be submitted through the appropriate channels based on the Customer's Support Level (see the Support Levels table below). To expedite Incident resolution, please:

Verify that the issue is reproducible
Provide a full description of the issue and expected results
Categorize the issue (e.g., technical question, defect, enhancement request)
List steps to reproduce the issue and relevant data
Provide applicable log files (de-identified of sensitive data if appropriate)
Provide the exact wording of all error messages
Describe any special circumstances surrounding the issue (e.g., first occurrence, frequency, business impact)
Identify any existing Incident number in ongoing communications

Zenphi Support Response

For each reported Support Request, Zenphi will:

Confirm receipt within the Initial Response time specified for the Support Level
Assign a Severity Level to the Support Request
Use commercially reasonable efforts to respond within the target time
Analyze the Support Request and may request additional information from the Customer
Provide guidance and assistance in resolving the Support Request
Maintain a record of communications with the Customer
Upon request, discuss the Severity Level and communication timeframe (Zenphi may modify the Severity Level at its discretion)

Severity Levels

Severity 1 (S1)

Highest priority. Service is inaccessible.

Severity 2 (S2)

Significant impact on Service performance, causing material disruption to most users.

Severity 3 (S3)

Moderate impact on Service performance or functionality, affecting a minority of users.

Severity 4 (S4)

General assistance, "how-to" questions, or feature requests.

Resolution and Closure of Support Requests

Support Requests will be closed in the following ways:

Solvable Issues: Resolution may include explanations, recommendations, instructions, workarounds, or information about releases that address the issue.
Unsupported Issues: Zenphi may request the removal of unsupported plug-ins, modules, or custom code. If the issue is resolved upon removal, it will be considered closed.
Out-of-Scope Issues: Zenphi may close Support Requests that fall outside the scope of Support.

Inactive Support Requests

If a Contact does not respond within two weeks of a request for information, Zenphi may close the Support Request. Customers can request to reopen Support Requests, which will be reviewed by Zenphi.

V. Support Levels

Channels and Initial Response Times by Level

Supported Services: All Zenphi Products. Effective Coverage Hours: 24/7, with limited support during holidays.

Business hours — Monday to Friday

APAC · 9 AM – 5 PM Australian Eastern Time EMEA · 9 AM – 5 PM Greenwich Mean Time Americas · 9 AM Eastern – 5 PM Pacific

Support Level

Community

Standard

Professional

Supported channels

Community forum

Community forum Online form Email

Community forum Online form Email Screen sharing In-product live chat Google Meet

Initial response times

Severity 1

Best effort

4 hours

2 hours

Severity 2

Best effort

1 business day

8 hours

Severity 3

Best effort

2 business days

1 business day

Severity 4

Best effort

2 business days

Scroll horizontally to see all levels →

Escalations: [email protected]

Submit a request

Contact Zenphi Support

Fill in the form below and our support team will confirm receipt within the initial response time for your Support Level. To help us move straight to diagnosis, include the steps to reproduce the issue, the exact wording of any error messages, and any relevant log files with sensitive data removed.

Prefer email? Write to [email protected]. For escalations, contact [email protected].

Need a hand?

Open a Support Request or Ask the Community

Include the steps to reproduce, the exact error wording, and any relevant logs, and we can move straight to diagnosis.

Submit a request → Ask the community