Who is this workflow for? This workflow automates the process of monitoring your Zendesk account for new and open tickets that have not been assigned to any agent. It then posts these unassigned tickets to a designated Slack channel on a predefined schedule, ensuring your team stays informed and can address issues promptly..

What does this workflow do?

  • Cron Node Setup:
  • Configured to run on a schedule, with the default set to execute daily at 16:30.
  • Determines when the workflow will check for unassigned tickets.
  • Zendesk Node Configuration:
  • Utilizes the updated Query feature available in Zendesk node version 0.144.0.
  • Executes the query assignee:none status<pending to retrieve all new and open tickets without an assigned agent.
  • Function Node Processing:
  • Merges the data from the Zendesk node into a single output message.
  • Formats the message to include ticket IDs as clickable links, their status, and subject lines.
  • Slack Node Integration:
  • Sends the formatted message to a specified Slack channel.
  • Requires updating credentials and selecting the appropriate Slack channel for notifications.
  • Final Output:
  • Slack receives a message listing all unassigned tickets in the following format: **Unassigned Tickets** [TICKET_ID](ticket_link) [STATUS] - TICKET_SUBJECT
  • Each TICKET_ID links directly to the respective Zendesk ticket for easy access.

🤖 Why Use This Automation Workflow?

  • Enhanced Visibility: Keeps your team updated on unassigned tickets, preventing them from being overlooked.
  • Improved Efficiency: Automates the monitoring process, saving time and reducing manual checks.
  • Timely Responses: Ensures that unassigned tickets are promptly visible to the right team members, facilitating quicker resolution.

👨‍💻 Who is This Workflow For?

This workflow is ideal for:

  • Customer Support Teams: Ensuring no customer inquiry remains unattended.
  • IT Support Departments: Monitoring incoming tickets to allocate resources effectively.
  • Project Managers: Keeping track of tasks that need assignment within the team.

🎯 Use Cases

  1. Customer Service Management: Automatically notify the support team of new customer issues that need immediate attention.
  2. IT Helpdesk Coordination: Keep IT staff informed about unassigned technical support tickets to streamline issue resolution.
  3. Project Task Allocation: Alert project managers when new tasks are created but not yet assigned to team members.

TL;DR

This workflow streamlines the process of tracking unassigned Zendesk tickets by automatically posting relevant updates to a Slack channel on a set schedule. By leveraging the enhanced Query feature in the Zendesk node, it efficiently gathers necessary ticket information and ensures your team remains proactive in managing and resolving customer issues.

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