Automate Ticket Resolution Notifications and Updates
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Streamline your support operations by automatically updating ticket statuses in Google Sheets and notifying clients via email when a ticket is resolved. This workflow ensures seamless communication and accurate record-keeping.
About This Workflow
This n8n workflow is designed to automate key post-resolution tasks for your support tickets. It begins by monitoring Freshdesk for ticket updates. When a ticket's status changes, the workflow checks if the ticket has been resolved by comparing its current status to previously recorded statuses. If a resolution is detected, it logs this update into a Google Sheet, maintaining a historical record. Subsequently, it fetches the client's contact information from Freshdesk and dispatches a personalized email notification to inform them about the resolution. This end-to-end automation reduces manual effort, improves response times, and enhances customer satisfaction through timely communication.
Key Features
- Automated Ticket Status Tracking: Continuously monitors Freshdesk for ticket status changes.
- Resolution Detection: Intelligently identifies when a ticket has been resolved.
- Google Sheets Integration: Updates your support records in Google Sheets with ticket resolution status.
- Client Email Notifications: Automatically sends personalized emails to clients upon ticket resolution.
- Data Synchronization: Ensures your Freshdesk data is accurately reflected in your Google Sheets.
How To Use
- Manual Trigger: Start the workflow manually by clicking the 'Test workflow' button (Node
7e821a77-1db8-4d91-8500-7785b195151b). - Fetch Tickets: The 'get tickets' node (Node
e9001b35-1d1f-4d23-bd84-92a471a043e5) retrieves all tickets from your Freshdesk account. - Check Resolution: The 'If ticket resolved' node (Node
999e52f3-c10d-450a-ab13-f0d01318f1b4) compares the current ticket status with a previous state and checks if the status is set to '4' (assuming '4' represents resolved). - Update Google Sheets: If the ticket is resolved, the 'Updates status' node (Node
053a1afe-5f25-418e-936a-7770d9bb487e) updates the relevant row in your Google Sheet with the new status. - Get Client Details: The 'get client' node (Node
fdc22898-b6ad-4489-8562-fe29e68a0832) fetches the contact information for the ticket requester from Freshdesk. - Send Email Notification: The 'Send Email' node (Node
fbe9f747-e591-491e-b47d-4a1875daa898) sends an email to the client, informing them of the ticket's resolution. Ensure your SMTP credentials and Freshdesk API credentials are correctly configured.
Apps Used
Workflow JSON
{
"id": "18bbecb1-6c49-44e1-a4aa-af9b84625c9c",
"name": "Automate Ticket Resolution Notifications and Updates",
"nodes": 16,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: 18bbecb1-6c49...
About the Author
SaaS_Connector
Integration Guru
Connecting CRM, Notion, and Slack to automate your life.
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