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. 🗓️