Automate Ticket Escalation & Follow Ups with n8n

n8n monitors Zendesk for unresolved tickets, escalates them after 24 hours, notifies a manager via Slack and sends a follow up email to the customer.

• n8n installed (local or cloud).

• Zendesk account with API access.

• Slack account with bot token.

• Gmail account with API key.

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., “Ticket Escalation”). Click “+” on the canvas to open the node selector.

2. Trigger Node: Cron

• Node: Cron

• Settings:

• Cron Expression: 0 * * * * (hourly)

• Output: Hourly trigger.

3. Fetch Tickets Node: Zendesk

• Node: Zendesk

• Settings:

• Credentials: Zendesk API token

• Resource: Ticket

• Operation: Get Many

• Query: status:open created<24hours

• Output: List of unresolved tickets (e.g., {{ $json.tickets[0].id }}).

4. Escalate Ticket Node: Zendesk

• Node: Zendesk

• Settings:

• Resource: Ticket

• Operation: Update

• Ticket ID: {{ $node["Zendesk"].json.tickets[0].id }}

• Priority: urgent

• Output: Ticket escalated.

5. Notify Manager Node: Slack

• Node: Slack

• Settings:

• Credentials: Slack Bot Token

• Channel: #support-escalations

• Text: Ticket #{{ $node["Zendesk"].json.tickets[0].id }} unresolved for 24+ hours

• Output: Manager alerted.

6. Follow-Up Node: Gmail

• Node: Gmail

• Settings:

• To: {{ $node["Zendesk"].json.tickets[0].requester.email }}

• Subject: Update on Your Support Request

• Body: We’re working on your ticket #{{ $node["Zendesk"].json.tickets[0].id }}. Thank you for your patience!

• Output: Customer notified.

• Flow: Cron → Zendesk (fetch) → Zendesk (escalate) → Slack → Gmail.

• Execution: ~15 seconds hourly.  

• Reduces resolution delays by ~20%.

• Ensures no ticket is missed.

• Improves customer trust with updates.  

• Zendesk Fail: Check API token.
• Email Error: Verify Gmail API key.

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