{ "edges": [ { "to": "59b8a5f0-f5be-4e72-b06e-db5eb64d2047", "from": "4023e848-11cd-4b1e-aa2c-591c83a337cb", "toPort": "0", "fromPort": "0" }, { "to": "9a884edc-ba8b-43db-954b-3af4a9787af9", "from": "41703a6c-69a3-4b5b-ad23-8c3355a4dee1", "toPort": "0", "fromPort": "0" }, { "to": "b2d57a93-f5ec-4058-b2d7-f24d232c2432", "from": "41703a6c-69a3-4b5b-ad23-8c3355a4dee1", "toPort": "0", "fromPort": "0" }, { "to": "47f63b74-86d7-4548-80ce-dedacbe5c2e8", "from": "59b8a5f0-f5be-4e72-b06e-db5eb64d2047", "toPort": "0", "fromPort": "0" }, { "to": "a382eefa-941b-45d1-9936-6ce29cd751cd", "from": "9a884edc-ba8b-43db-954b-3af4a9787af9", "toPort": "0", "fromPort": "0" }, { "to": "41703a6c-69a3-4b5b-ad23-8c3355a4dee1", "from": "47f63b74-86d7-4548-80ce-dedacbe5c2e8", "toPort": "0", "fromPort": "0" }, { "to": "63310af9-28b6-45b7-99ef-638490caf9e1", "from": "b2d57a93-f5ec-4058-b2d7-f24d232c2432", "toPort": "0", "fromPort": "0" } ], "nodes": [ { "id": "4023e848-11cd-4b1e-aa2c-591c83a337cb", "name": "Schedule Trigger", "type": "trigger", "params": { "kind": "n8n-nodes-base.cron", "triggerTimes": { "item": [ { "mode": "custom", "cronExpression": "0 0 20 * * 1-5" } ] } }, "position": [ -576, -16 ] }, { "id": "59b8a5f0-f5be-4e72-b06e-db5eb64d2047", "name": "Get Pending Tickets", "type": "integration", "params": { "options": { "status": "pending" }, "service": "zendesk", "operation": "getAll", "returnAll": true, "__originalType": "n8n-nodes-base.zendesk" }, "position": [ -352, -16 ] }, { "id": "47f63b74-86d7-4548-80ce-dedacbe5c2e8", "name": "Filter Pending Tickets", "type": "if", "params": { "options": {}, "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "condition1", "operator": { "type": "string", "operation": "equals" }, "leftValue": "={{ $json.status }}", "rightValue": "pending" } ] } }, "position": [ -128, -16 ] }, { "id": "41703a6c-69a3-4b5b-ad23-8c3355a4dee1", "name": "Format Ticket Data", "type": "code", "params": { "jsCode": "// N8N Code Node - Zendesk Ticket Formatter\n// This code processes Zendesk ticket data and formats it into clean JSON structure\n\n// Function to format individual ticket data\nfunction formatTicketData(ticketData) {\n const createdAt = new Date(ticketData.created_at);\n const updatedAt = new Date(ticketData.updated_at);\n const now = new Date();\n \n return {\n ticket_id: ticketData.id,\n ticket_url: `https://your-domain.zendesk.com/agent/tickets/${ticketData.id}`,\n subject: ticketData.subject || \"No Subject\",\n priority: ticketData.priority || \"normal\",\n status: ticketData.status,\n created_timestamp: createdAt.toISOString(),\n zendesk_created_at: ticketData.created_at,\n description_preview: cleanDescription(ticketData.description),\n tags: Array.isArray(ticketData.tags) ? ticketData.tags.join(', ') : '',\n requester_id: ticketData.requester_id,\n assignee_id: ticketData.assignee_id || 'Unassigned',\n channel: ticketData.via?.channel || \"unknown\",\n ticket_age_hours: Math.round((now - createdAt) / (1000 * 60 * 60)),\n priority_level: getPriorityLevel(ticketData.priority),\n needs_attention: checkNeedsAttention(ticketData, now, createdAt),\n description: ticketData.description || \"No Description\"\n };\n}\n\n// Helper function to get priority level\nfunction getPriorityLevel(priority) {\n const levels = {\n 'low': 1,\n 'normal': 2,\n 'high': 3,\n 'urgent': 4\n };\n return levels[priority] || 2;\n}\n\n// Helper function to clean description for preview\nfunction cleanDescription(description) {\n if (!description) return \"No description available\";\n \n const cleaned = description\n .replace(/<[^>]*>/g, '')\n .replace(/\\s+/g, ' ')\n .trim();\n \n return cleaned.length > 100 ? cleaned.substring(0, 100) + '...' : cleaned;\n}\n\n// Helper function to check if ticket needs attention\nfunction checkNeedsAttention(ticketData, now, createdAt) {\n const ageHours = Math.round((now - createdAt) / (1000 * 60 * 60));\n const hasUrgentTag = (ticketData.tags || []).includes('urgent');\n const isHighPriority = ['high', 'urgent'].includes(ticketData.priority);\n \n return ageHours > 24 || hasUrgentTag || isHighPriority;\n}\n\n// Process all input items\nconst processedItems = [];\n\nfor (const item of $input.all()) {\n const originalTicket = item.json;\n const formattedTicket = formatTicketData(originalTicket);\n \n processedItems.push({\n json: formattedTicket\n });\n}\n\nreturn processedItems;" }, "position": [ 96, -16 ] }, { "id": "9a884edc-ba8b-43db-954b-3af4a9787af9", "name": "Log to Google Sheets", "type": "integration", "params": { "columns": { "value": { "Tags": "={{ $json.tags }}", "Status": "={{ $json.status }}", "Subject": "={{ $json.subject }}", "Priority": "={{ $json.priority }}", "Ticket ID": "={{ $json.ticket_id }}", "Ticket URL": "={{ $json.ticket_url }}", "Age (Hours)": "={{ $json.ticket_age_hours }}", "Needs Attention": "={{ $json.needs_attention }}", "Created Timestamp": "={{ $json.created_timestamp }}", "Zendesk Created At": "={{ $json.zendesk_created_at }}", "Description Preview": "={{ $json.description_preview }}" }, "schema": [ { "id": "Ticket ID", "type": "string", "display": true, "removed": false, "required": true, "displayName": "Ticket ID", "defaultMatch": true, "canBeUsedToMatch": true }, { "id": "Ticket URL", "type": "string", "display": true, "required": false, "displayName": "Ticket URL", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Subject", "type": "string", "display": true, "required": false, "displayName": "Subject", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Priority", "type": "string", "display": true, "required": false, "displayName": "Priority", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Status", "type": "string", "display": true, "required": false, "displayName": "Status", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Created Timestamp", "type": "string", "display": true, "required": false, "displayName": "Created Timestamp", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Zendesk Created At", "type": "string", "display": true, "required": false, "displayName": "Zendesk Created At", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Description Preview", "type": "string", "display": true, "required": false, "displayName": "Description Preview", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Tags", "type": "string", "display": true, "required": false, "displayName": "Tags", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Age (Hours)", "type": "number", "display": true, "required": false, "displayName": "Age (Hours)", "defaultMatch": false, "canBeUsedToMatch": false }, { "id": "Needs Attention", "type": "boolean", "display": true, "required": false, "displayName": "Needs Attention", "defaultMatch": false, "canBeUsedToMatch": false } ], "mappingMode": "autoMapInputData", "matchingColumns": [ "Ticket ID" ], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "service": "googleSheets", "operation": "appendOrUpdate", "sheetName": { "__rl": true, "mode": "list", "value": "gid=0", "cachedResultName": "Pending Tickets" }, "documentId": { "__rl": true, "mode": "list", "value": "1ctD4fH-PW_h5X4KvnuPWpai_dgaQcedzvdVZN2sKmQY", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1ctD4fH-PW_h5X4KvnuPWpai_dgaQcedzvdVZN2sKmQY/edit?usp=drivesdk", "cachedResultName": "Pending Zendesk Tickets" } }, "position": [ 320, -112 ] }, { "id": "a382eefa-941b-45d1-9936-6ce29cd751cd", "name": "Create ClickUp Task", "type": "integration", "params": { "list": "901412904902", "name": "={{ $json.subject }}", "team": "9014871666", "space": "90143687238", "service": "clickup", "operation": "read", "folderless": true, "additionalFields": { "tags": "={{ $json.tags }}", "status": "to do", "dueDate": "={{ $json.created_timestamp }}", "priority": "={{ $json.priority_level }}" } }, "position": [ 544, -112 ] }, { "id": "b2d57a93-f5ec-4058-b2d7-f24d232c2432", "name": "Generate Follow-up Emails", "type": "code", "params": { "jsCode": "// N8N Code Node - Zendesk Follow-up Email Generator\n// This processes Zendesk ticket data and generates professional follow-up emails\n\n// Input: items[0].json contains the ticket data array\nconst tickets = $input.all();\n\nfunction generateFollowUpEmail(ticketsData) {\n // Filter only pending tickets\n const pendingTickets = ticketsData.filter(ticket => ticket.status === 'pending');\n \n if (pendingTickets.length === 0) {\n return null; // No pending tickets to follow up on\n }\n\n // Group tickets by requester email for personalized emails\n const ticketsByRequester = {};\n pendingTickets.forEach(ticket => {\n // Extract email from description if not directly available\n const emailMatch = ticket.description.match(/([a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\\.[a-zA-Z]{2,})/);\n const email = emailMatch ? emailMatch[0] : 'user@example.com';\n \n if (!ticketsByRequester[email]) {\n ticketsByRequester[email] = [];\n }\n ticketsByRequester[email].push(ticket);\n });\n\n const emails = [];\n \n Object.entries(ticketsByRequester).forEach(([email, userTickets]) => {\n const htmlContent = generateEmailHTML(userTickets, email);\n \n emails.push({\n to: email,\n subject: `Follow-up on Your Support Request${userTickets.length > 1 ? 's' : ''} - Action Required`,\n html: htmlContent,\n from: 'user@example.com', // Replace with your support email\n ticketCount: userTickets.length,\n ticketIds: userTickets.map(t => t.ticket_id)\n });\n });\n \n return emails;\n}\n\nfunction generateEmailHTML(tickets, customerEmail) {\n const customerName = extractCustomerName(tickets[0].description);\n const currentDate = new Date().toLocaleDateString('en-US', { \n year: 'numeric', \n month: 'long', \n day: 'numeric' \n });\n\n return `\n\n\n\n \n \n Follow-up on Your Support Request\n \n\n\n \n \n \n \n

\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n

Support Team Follow-up

We're here to help resolve your issues

\n \n \n

Dear ${customerName},

We hope this email finds you well. We wanted to follow up on your recent support request${tickets.length > 1 ? 's' : ''} that ${tickets.length > 1 ? 'are' : 'is'} currently pending resolution.

\n \n \n ${tickets.map(ticket => `\n \n \n \n \n

\n \n \n \n \n \n \n \n

\n Ticket #${ticket.ticket_id}\n

\n Pending\n ${ticket.ticket_age_hours} hours old\n

\n \n \n

${cleanSubject(ticket.subject)}

\n \n \n

${cleanDescription(ticket.description)}

\n \n

\n `).join('')}\n \n \n \n \n \n \n

Need immediate assistance or want to provide additional information?

\n \n \n \n \n

\n Visit Support Portal\n

\n \n \n \n \n \n \n

Quick Response Options:

\n 📧 Reply directly to this email
\n 📞 Call us at: 1-800-SUPPORT
\n 💬 Live Chat: Available Mon-Fri, 9 AM - 6 PM EST\n

\n \n \n

Our team is actively working on resolving your ${tickets.length > 1 ? 'requests' : 'request'}, and we appreciate your patience. If you have any additional information that might help us resolve ${tickets.length > 1 ? 'these issues' : 'this issue'} faster, please don't hesitate to reply to this email.

\n \n

We value your business and are committed to providing you with the best possible support experience.

\n \n \n

\n Best regards,
\n Customer Support Team
\n Software Company\n

\n \n

This is an automated follow-up email regarding your pending support tickets.

Software Company | 123 Business Ave, Suite 100 | City, State 12345

\n\n`;\n}\n\nfunction extractCustomerName(description) {\n // Try to extract name from description\n const namePatterns = [\n /Best regards,\\s*([^\\n\\r]+)/i,\n /Sincerely,\\s*([^\\n\\r]+)/i,\n /Thanks,\\s*([^\\n\\r]+)/i,\n /([A-Z][a-z]+ [A-Z][a-z]+)/\n ];\n \n for (const pattern of namePatterns) {\n const match = description.match(pattern);\n if (match && match[1]) {\n return match[1].trim().replace(/[^\\w\\s]/g, '');\n }\n }\n \n return 'Valued Customer';\n}\n\nfunction cleanSubject(subject) {\n // Remove HTML tags and clean up subject\n return subject.replace(/<[^>]*>/g, '').trim() || 'Support Request';\n}\n\nfunction cleanDescription(description) {\n // Clean HTML and extract first meaningful sentence\n const cleaned = description.replace(/<[^>]*>/g, '').replace(/\\s+/g, ' ').trim();\n const firstSentence = cleaned.split('.')[0];\n return firstSentence.length > 100 ? firstSentence.substring(0, 100) + '...' : firstSentence + '.';\n}\n\n// Process the input data\nconst ticketData = tickets.map(item => item.json).flat();\nconst followUpEmails = generateFollowUpEmail(ticketData);\n\n// Return the generated emails for n8n to process\nif (followUpEmails && followUpEmails.length > 0) {\n return followUpEmails.map(email => ({ json: email }));\n} else {\n return [{ json: { message: \"No pending tickets found for follow-up\" } }];\n}" }, "position": [ 448, 80 ] }, { "id": "63310af9-28b6-45b7-99ef-638490caf9e1", "name": "Send Follow-up Email", "type": "integration", "params": { "toList": [ "={{ $json.to }}" ], "message": "Follow-up on your pending support request. Please check the detailed information in the HTML version of this email.", "service": "gmail", "subject": "={{ $json.subject }}", "resource": "message", "operation": "read", "htmlMessage": "={{ $json.html }}", "includeHtml": true, "additionalFields": {} }, "position": [ 800, 80 ] } ] }

Zendesk pending ticket follow-up system with Gmail, Google Sheets & ClickUp