AI/ML

    Automate Ticket Escalation & Follow Ups with n8n


    Overview

    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.

    Prerequisites

    • n8n installed (local or cloud).

    • Zendesk account with API access.

    • Slack account with bot token.

    • Gmail account with API key.

    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., “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.

    Workflow Summary

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

    • Execution: ~15 seconds hourly.  

    Benefits

    • Reduces resolution delays by ~20%.

    • Ensures no ticket is missed.

    • Improves customer trust with updates.  

    Troubleshooting

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

    Ready to transform your business with our technology solutions? Contact Us  today to Leverage Our AI/ML Expertise. 

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

    AI Force

    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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