Who is this workflow for? This workflow automates the retrieval of open tickets from Zammad every day at 08:30 and sends them to the #customer support>ticket stream on Zulip. This ensures that your team stays informed about pending issues during daily standups without manual intervention..

What does this workflow do?

  • Scheduled Trigger: The workflow initiates daily at 08:30 using a scheduling node.
  • Fetch Zammad Tickets: An HTTP Request node retrieves all open tickets from the Zammad API.
  • Process Data: The retrieved ticket data is parsed and formatted into a comprehensible list suitable for Zulip.
  • Send to Zulip: A Webhook node sends the formatted ticket list to the #customer support>ticket stream on Zulip via the Zulip API.
  • Store Ticket Data: The workflow logs the fetched ticket information into MongoDB for record-keeping and future reference.
  • Integration with Other Services: Optionally, integrate with tools like GitHub for linking tickets to related code repositories or WhatsApp for additional notifications.

🤖 Why Use This Automation Workflow?

  • Time Efficiency: Eliminates the need to manually check and compile open tickets each day.
  • Consistent Updates: Ensures that all team members receive the latest ticket information at the same time daily.
  • Improved Communication: Facilitates better coordination within the #customer support>ticket stream on Zulip by providing up-to-date ticket statuses.

👨‍💻 Who is This Workflow For?

This workflow is ideal for customer support teams and IT departments that use Zammad for ticket management and rely on Zulip for team communication. It is particularly beneficial for teams conducting daily standups and needing a streamlined method to track and discuss open tickets.

🎯 Use Cases

  1. Daily Standups: Automatically supply the support team with current open tickets during morning meetings, allowing for quick status updates and prioritization.
  2. Performance Tracking: Monitor daily ticket volumes and resolutions without manual data compilation, aiding in performance analysis and reporting.
  3. Cross-Team Transparency: Provide visibility into support tickets across different departments, enhancing collaboration and accountability.

TL;DR

This workflow seamlessly integrates Zammad and Zulip to provide daily updates on open support tickets, enhancing team communication and efficiency during standups. By automating the retrieval and distribution of ticket information, your team can focus on resolving issues promptly and effectively.

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