AI/ML

    Automate SLA Monitoring with n8n Workflows


    Overview

    n8n checks Zendesk tickets against SLA deadlines, alerting the team via Slack if a breach is imminent.

    Prerequisites

    • n8n installed.
    • Zendesk account with API access.
    • Slack account with bot token.

    Workflow Setup

    1. Prepare n8n Environment

    Navigate to http://localhost:5678 (or your n8n URL) and log in with your credentials. In the sidebar, click “Workflows,” then select “+ New” and name it (e.g., “SLA Monitor”). Click “+” on the canvas to open the node selector.

    2. Trigger Node: Cron

    Node: Cron

    Settings:

    • Cron Expression: */15 * * * * (every 15 minutes)

    Output: Periodic trigger.

    3. Fetch Tickets Node: Zendesk

    Node: Zendesk

    Settings:

    • Credentials: Zendesk API token
    • Resource: Ticket
    • Operation: Get Many
    • Query: status:open

    Output: Open tickets (e.g., {{ $json.tickets[0].created_at }}).

    4. Check SLA Node: Function

    Node: Function

    Settings:

    Code:

    const created = new Date($node["Zendesk"].json.tickets[0].created_at);const now = new Date();const hours = (now - created) / 1000 / 60 / 60;return [{ json: { atRisk: hours > 4 } }]; // SLA: 5 hours

    Output: SLA status.

    5. Alert Node: Slack

    Node: Slack

    Settings:

    • Credentials: Slack Bot Token
    • Channel: #support-sla
    • Text: SLA Risk: Ticket #{{ $node["Zendesk"].json.tickets[0].id }} nearing 5-hour limit
    • Condition: {{ $node["Function"].json.atRisk }}

    Output: Alert sent if at risk.

    Workflow Summary

    • Flow: Cron → Zendesk → Function → Slack.
    • Execution: ~10 seconds every 15 minutes.

    Benefits

    • Prevents SLA breaches by ~25%.
    • Ensures timely escalations.
    • Maintains service reliability.

    Troubleshooting

    Cron Fail: Check expression syntax.

    SLA Logic: Verify Function code.

     

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    Experts in AI, ML, and automation at OneClick IT Consultancy

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    AI Force at OneClick IT Consultancy pioneers artificial intelligence and machine learning solutions. We drive COE initiatives by developing intelligent automation, predictive analytics, and AI-driven applications that transform businesses.

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