Track Support Performance Metrics Across Zendesk & Freshdesk with Sheets, Slack & Gmail

Description

Automatically consolidate Zendesk and Freshdesk ticket data into a unified performance dashboard with KPI calculations, Google Sheets logging, real-time Slack alerts, and weekly Gmail email reports. Provides complete visibility into support operations, SLA compliance, and customer satisfaction across multiple platforms. 📊💬📧

What This Template Does

• Runs weekly on schedule to fetch tickets from both Zendesk and Freshdesk. ⏰
• Merges ticket data into a standardized JSON structure with normalized priorities, statuses, and channels. 🔄
• Logs all tickets and metadata into Google Sheets for audit-ready performance tracking. 📑
• Calculates advanced KPIs including resolution rates, SLA breaches, CSAT score estimation, urgent ticket rates, and performance grading. 📊
• Evaluates alert conditions (e.g., high SLA breach, low CSAT, backlog risk). 🚨
• Sends formatted Slack alerts with performance grades, key metrics, and recommendations. 💬
• Generates corporate-style HTML weekly reports and delivers them via Gmail. 📧

Key Benefits

• Unifies Zendesk and Freshdesk data into one consistent reporting flow. 🌐
• Provides actionable KPIs for SLA monitoring, customer satisfaction, and backlog health. ⏱️
• Ensures leadership visibility with Google Sheets logs and professional email reports. 🧾
• Alerts the support team instantly on Slack when performance drops. 🚨
• Reduces manual data analysis with automated grading and recommendations. 🤖

Features

• Multi-Platform Ticket Integration – Fetches tickets from Zendesk and Freshdesk. 🎫
• Data Normalization – Cleans descriptions, maps priorities/statuses, and detects escalations. 🧼
• Google Sheets Logging – Tracks tickets with IDs, URLs, tags, timestamps, and metadata. 📈
• KPI Calculation Engine – Computes SLA breach rate, resolution rate, CSAT, escalation %, and more. 🧮
• Performance Grading – Grades support performance (A–D) with detailed descriptions. 🏅
• Slack Alerts – Notifies with active alerts, recommendations, and emoji-based health signals. 📢
• Weekly Gmail Reports – Delivers branded HTML reports for management and audits. ✨

Requirements

• n8n instance (cloud or self-hosted).
• Zendesk API credentials with ticket read access.
• Freshdesk API credentials with ticket read access.
• Google Sheets OAuth2 credentials with spreadsheet write permissions.
• Slack Bot API credentials with posting permissions.
• Gmail OAuth2 credentials with send email permissions.
• Pre-configured Google Sheet for KPI logging.

Target Audience

• Support managers overseeing multi-platform ticketing systems. 👩‍💻
• Customer success teams monitoring SLA compliance and CSAT health. 🚀
• SMBs running Zendesk + Freshdesk who need unified dashboards. 🏢
• Remote/global support teams needing automated KPI visibility. 🌐
• Executives requiring weekly performance reports and recommendations. 📈

Step-by-Step Setup Instructions

• Connect Zendesk, Freshdesk, Google Sheets, Slack, and Gmail credentials in n8n. 🔑
• Update the Google Sheet ID in the “Log KPIs in Google Sheets” node. 📊
• Configure Slack channel ID for alerts (default: zendesk-churn-alerts). 💬
• Replace {Enter Your Email} in the Gmail node with your recipient email. 📧
• Adjust thresholds in the KPI calculation node (default: 4h response, 24h resolution). ⏱️
• Test with sample tickets to validate Sheets logging, Slack alerts, and Gmail reports. ✅
• Deploy on schedule (default: weekly at 8 PM) for continuous tracking. 🗓️