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

Description

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. 🗓️