{ "workflow": { "id": 8746, "name": "Monitor Zendesk churn risk signals, log in Sheets, and alert team in Slack", "views": 93, "recentViews": 0, "totalViews": 93, "createdAt": "2025-09-19T07:01:07.995Z", "description": "## Description\nAutomatically detect customer churn risks from Zendesk tickets, log them into Google Sheets for tracking, and send instant Slack alerts to your customer success team. This workflow helps you spot unhappy customers early and take proactive action to reduce churn. ๐Ÿšจ๐Ÿ“Š๐Ÿ’ฌ\n\n## What This Template Does\n- Fetches Zendesk tickets daily on schedule (8:00 PM). โฐ\n- Processes and formats ticket data into clean JSON (priority, age, urgency). ๐Ÿง \n- Identifies churn risks based on negative satisfaction ratings. โš ๏ธ\n- Logs churn risk tickets into Google Sheets for analysis and reporting. ๐Ÿ“ˆ\n- Sends formatted Slack alerts with ticket details to the CS team channel. ๐Ÿ“ข\n\n## Key Benefits\n- Detects unhappy customers before they churn. ๐Ÿšจ\n- Centralized churn tracking for reporting and team reviews. ๐Ÿงพ\n- Proactive alerts to reduce response delays. โฑ๏ธ\n- Clean, structured ticket data for analytics and filtering. ๐Ÿ”„\n- Strengthens customer success strategy with real-time visibility. ๐ŸŒ\n\n## Features\n- Schedule Trigger โ€“ Runs every weekday at 8:00 PM. ๐Ÿ—“๏ธ\n- Zendesk Integration โ€“ Fetches all tickets automatically. ๐ŸŽซ\n- Smart Data Processing โ€“ Adds ticket age, urgency, and priority mapping. ๐Ÿงฎ\n- Churn Risk Filter โ€“ Flags tickets with negative satisfaction scores. ๐Ÿšฉ\n- Google Sheets Logging โ€“ Saves churn risk details with metadata. ๐Ÿ“Š\n- Slack Alerts โ€“ Sends formatted messages with ID, subject, rating, and action steps. ๐Ÿ’ฌ\n\n## Requirements\n- n8n instance (cloud or self-hosted).\n- Zendesk API credentials with ticket read access.\n- Google Sheets OAuth2 credentials with write permissions.\n- Slack Bot API credentials with channel posting permissions.\n- Pre-configured Google Sheet for churn risk logging.\n\n## Target Audience\n- Customer Success teams monitoring churn risk. ๐Ÿ‘ฉโ€๐Ÿ’ป\n- SaaS companies tracking customer health. ๐Ÿš€\n- Support managers who want proactive churn alerts. ๐Ÿ› ๏ธ\n- SMBs improving retention through automation. ๐Ÿข\n- Remote CS teams needing instant notifications. ๐ŸŒ\n\n## Step-by-Step Setup Instructions\n- Connect your Zendesk, Google Sheets, and Slack credentials in n8n. ๐Ÿ”‘\n- Update the Schedule Trigger (default: daily at 8:00 PM) if needed. โฐ\n- Replace the Google Sheet ID with your churn risk tracking sheet. ๐Ÿ“Š\n- Confirm the Slack channel ID for alerts (default: zendesk-churn-alerts). ๐Ÿ’ฌ\n- Adjust churn filter logic (default: satisfaction_score = \"bad\"). ๐ŸŽฏ\n- Run a test to fetch Zendesk tickets and validate Sheets + Slack outputs. โœ…\n", "workflow": { "id": "PdbwxMitcnvpqIV7", "meta": { "instanceId": "8443f10082278c46aa5cf3acf8ff0f70061a2c58bce76efac814b16290845177", "templateCredsSetupCompleted": true }, "name": "Monitor Zendesk Churn Risk Signals and Notify CS Team in Slack", "tags": [], "nodes": [ { "id": "85c1fc94-a3ce-472c-9f08-56f7272d4f66", "name": "Log Churn Risk to Sheet", "type": "n8n-nodes-base.googleSheets", "position": [ 672, 1040 ], "parameters": { "columns": { "value": {}, "schema": [ { "id": "ticket_id", "type": "string", "display": true, "required": false, "displayName": "ticket_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "subject", "type": "string", "display": true, "required": false, "displayName": "subject", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "description", "type": "string", "display": true, "required": false, "displayName": "description", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "priority", "type": "string", "display": true, "required": false, "displayName": "priority", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "type", "type": "string", "display": true, "required": false, "displayName": "type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "created_at", "type": "string", "display": true, "required": false, "displayName": "created_at", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "updated_at", "type": "string", "display": true, "required": false, "displayName": "updated_at", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "channel", "type": "string", "display": true, "required": false, "displayName": "channel", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "requester_id", "type": "string", "display": true, "required": false, "displayName": "requester_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "assignee_id", "type": "string", "display": true, "required": false, "displayName": "assignee_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "organization_id", "type": "string", "display": true, "required": false, "displayName": "organization_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "group_id", "type": "string", "display": true, "required": false, "displayName": "group_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "tags", "type": "string", "display": true, "required": false, "displayName": "tags", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "encoded_id", "type": "string", "display": true, "required": false, "displayName": "encoded_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "ticket_url", "type": "string", "display": true, "required": false, "displayName": "ticket_url", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "is_public", "type": "string", "display": true, "required": false, "displayName": "is_public", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "satisfaction_score", "type": "string", "display": true, "required": false, "displayName": "satisfaction_score", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "custom_status_id", "type": "string", "display": true, "required": false, "displayName": "custom_status_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "brand_id", "type": "string", "display": true, "required": false, "displayName": "brand_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "formatted_at", "type": "string", "display": true, "required": false, "displayName": "formatted_at", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "is_urgent", "type": "string", "display": true, "required": false, "displayName": "is_urgent", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "has_assignee", "type": "string", "display": true, "required": false, "displayName": "has_assignee", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "priority_level", "type": "string", "display": true, "required": false, "displayName": "priority_level", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "ticket_age_hours", "type": "string", "display": true, "required": false, "displayName": "ticket_age_hours", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "needs_attention", "type": "string", "display": true, "required": false, "displayName": "needs_attention", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "channel_type", "type": "string", "display": true, "required": false, "displayName": "channel_type", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "autoMapInputData", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "list", "value": "gid=0", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/11ojVmCr69OzkW8nGhkeXm9c3g8nNzqz5G4DFSfJvofQ/edit#gid=0", "cachedResultName": "Sheet1" }, "documentId": { "__rl": true, "mode": "list", "value": "11ojVmCr69OzkW8nGhkeXm9c3g8nNzqz5G4DFSfJvofQ", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/11ojVmCr69OzkW8nGhkeXm9c3g8nNzqz5G4DFSfJvofQ/edit?usp=drivesdk", "cachedResultName": "Churn Risk Ticket" } }, "credentials": { "googleSheetsOAuth2Api": { "id": "credential-id", "name": "googleSheetsOAuth2Api Credential" } }, "typeVersion": 4 }, { "id": "2913f3a0-f1ba-470c-89fb-0e8109732d36", "name": "Send Slack Alert", "type": "n8n-nodes-base.slack", "position": [ 672, 1248 ], "webhookId": "4e8f1384-bde5-4e4b-a017-6861695b64dd", "parameters": { "text": "=๐Ÿšจ *Churn Risk Alert*\n\n**Ticket ID:** {{ $json.ticket_id }}\n**Rating:** {{ $json.satisfaction_score }} \n**Subject:** {{ $json.subject }} \n**Description:** {{ $json.description }} \n\n**Action Required:** Please reach out to this customer immediately to address their concerns.", "select": "channel", "channelId": { "__rl": true, "mode": "list", "value": "C09FM9N8UEA", "cachedResultName": "zendesk-YOUR_OPENAI_KEY_HERE-alerts" }, "otherOptions": { "includeLinkToWorkflow": false } }, "credentials": { "slackApi": { "id": "credential-id", "name": "slackApi Credential" } }, "typeVersion": 2 }, { "id": "3690cb18-cfca-49ad-8583-1a35442ed74d", "name": "Fetch Zendesk Tickets", "type": "n8n-nodes-base.zendesk", "position": [ -112, 1152 ], "parameters": { "options": {}, "operation": "getAll" }, "credentials": { "zendeskApi": { "id": "credential-id", "name": "zendeskApi Credential" } }, "typeVersion": 1 }, { "id": "3f4c0ada-de8a-4c76-970d-9d6ec950f71f", "name": "Format Ticket Data", "type": "n8n-nodes-base.code", "position": [ 96, 1152 ], "parameters": { "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 return {\n ticket_id: ticketData.id,\n subject: ticketData.subject || \"No Subject\",\n description: ticketData.description || \"No Description\",\n status: ticketData.status,\n priority: ticketData.priority,\n type: ticketData.type || \"general\",\n created_at: ticketData.created_at,\n updated_at: ticketData.updated_at,\n channel: ticketData.via?.channel || \"unknown\",\n requester_id: ticketData.requester_id,\n assignee_id: ticketData.assignee_id,\n organization_id: ticketData.organization_id,\n group_id: ticketData.group_id,\n tags: ticketData.tags || [],\n encoded_id: ticketData.encoded_id,\n ticket_url: ticketData.url,\n is_public: ticketData.is_public,\n satisfaction_score: ticketData.satisfaction_rating?.score || \"not_rated\",\n custom_status_id: ticketData.custom_status_id,\n brand_id: ticketData.brand_id,\n formatted_at: new Date().toISOString(),\n is_urgent: (ticketData.tags || []).includes('urgent'),\n has_assignee: ticketData.assignee_id ? true : false\n };\n}\n\n// Function to get priority level (for sorting/filtering)\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// Function to calculate ticket age in hours\nfunction getTicketAgeHours(createdAt) {\n const created = new Date(createdAt);\n const now = new Date();\n return Math.round((now - created) / (1000 * 60 * 60));\n}\n\n// Loop over input items and format each Zendesk ticket\nfor (const item of $input.all()) {\n // Get the original ticket data\n const originalTicket = item.json;\n \n // Format the ticket data into clean structure\n const formattedTicket = formatTicketData(originalTicket);\n \n // Add additional computed fields\n item.json = {\n ...formattedTicket,\n priority_level: getPriorityLevel(originalTicket.priority),\n ticket_age_hours: getTicketAgeHours(originalTicket.created_at),\n needs_attention: (\n originalTicket.status === 'open' && \n ((originalTicket.tags || []).includes('urgent') || \n getTicketAgeHours(originalTicket.created_at) > 24)\n ),\n channel_type: originalTicket.via?.channel === 'web' ? 'self_service' : \n originalTicket.via?.channel === 'api' ? 'system_generated' : \n originalTicket.via?.channel || 'unknown'\n };\n}\n\n// Return all processed items\nreturn $input.all();" }, "typeVersion": 2 }, { "id": "2d7eb3f7-d214-4e7b-b316-8f831e08583a", "name": "StickyNote3", "type": "n8n-nodes-base.stickyNote", "position": [ -208, 752 ], "parameters": { "width": 267, "height": 364, "content": "## ๐Ÿ“ฅ Ticket Retrieval\n\nFetches all tickets from your Zendesk instance.\n\n**๐Ÿ”ง Customization Options:**\n- Add filters for specific ticket types\n- Limit to recent tickets (last 24h)\n- Filter by organization or user segments\n- Add status filters (open, pending, etc.)\n\n**โšก Performance:** Handles 100+ tickets efficiently" }, "typeVersion": 1 }, { "id": "a0d7fdf9-8067-4a7a-ac49-a7fa3509c3ab", "name": "StickyNote4", "type": "n8n-nodes-base.stickyNote", "position": [ 32, 1296 ], "parameters": { "width": 263, "height": 328, "content": "## ๐Ÿ”ง Data Processing\n\nTransforms raw Zendesk data into clean, structured format.\n\n**โœจ Enhancements added:**\n- Ticket age calculation\n- Priority level mapping\n- Urgency flags\n- Channel categorization\n- Null value handling\n\n**๐Ÿ“Š Output:** Clean JSON ready for filtering and alerts" }, "typeVersion": 1 }, { "id": "eec3e927-9e60-4bf8-9b6c-d3f9115e1e91", "name": "StickyNote5", "type": "n8n-nodes-base.stickyNote", "position": [ 224, 752 ], "parameters": { "width": 290, "height": 388, "content": "## โš–๏ธ Churn Risk Filter\n\nIdentifies tickets with negative satisfaction scores.\n\n**๐ŸŽฏ Current Logic:**\n- satisfaction_score = \"bad\"\n\n**๐Ÿ”„ Extend to include:**\n- Multiple bad ratings from same customer\n- High-priority unresolved tickets\n- Tickets open > 48 hours\n- VIP customer complaints\n\n**๐Ÿ“ˆ Customize:** Adjust criteria based on your churn patterns" }, "typeVersion": 1 }, { "id": "b75fafe4-88de-4683-9524-a14ea0c0edf2", "name": "StickyNote6", "type": "n8n-nodes-base.stickyNote", "position": [ 624, 624 ], "parameters": { "width": 267, "height": 408, "content": "## ๐Ÿ“‹ Tracking & Analytics\n\nLogs all churn risk incidents to Google Sheets for analysis.\n\n**๐Ÿ“Š Captured Data:**\n- Ticket details\n- Satisfaction scores\n- Timestamp\n- Customer info\n\n**๐Ÿ’ก Use for:**\n- Monthly churn reports\n- Trend analysis\n- Team performance tracking\n- Customer health scoring" }, "typeVersion": 1 }, { "id": "f910ff82-e32a-421a-b10f-9aafd2e51a92", "name": "StickyNote7", "type": "n8n-nodes-base.stickyNote", "position": [ 624, 1408 ], "parameters": { "width": 298, "height": 409, "content": "## ๐Ÿšจ Instant Team Alerts\n\nSends formatted Slack message to your CS team channel.\n\n**๐Ÿ“ข Message includes:**\n- Ticket ID & direct link\n- Customer satisfaction rating\n- Subject & description\n- Clear action required\n\n**๐ŸŽจ Customize:**\n- Add @mentions for specific team members\n- Include customer tier/value\n- Add escalation buttons\n- Format with Slack blocks for better UX" }, "typeVersion": 1 }, { "id": "5a2dbeb2-b3ce-429f-8291-d4070e26165f", "name": "Check Negative Feedback", "type": "n8n-nodes-base.if", "position": [ 336, 1152 ], "parameters": { "conditions": { "string": [ { "value1": "={{ $json.satisfaction_score }}", "value2": "bad" } ] }, "combineOperation": "any" }, "typeVersion": 1 }, { "id": "ceb7a743-8028-47b1-af90-95eceab7eded", "name": "Schedule Trigger", "type": "n8n-nodes-base.scheduleTrigger", "position": [ -352, 1152 ], "parameters": { "rule": { "interval": [ { "field": "cronExpression", "expression": "0 0 20 * * 1-5" } ] } }, "typeVersion": 1.2 }, { "id": "e33a6d2e-cb33-4b52-a9a7-b3ee885387eb", "name": "StickyNote", "type": "n8n-nodes-base.stickyNote", "position": [ -560, 1296 ], "parameters": { "width": 263, "height": 312, "content": "## ๐Ÿ”ง Automated Schedule Trigger\n\nDaily Execution: Runs every day at 8:00 PM\nโš™๏ธ Configuration:\n\nTrigger Rule: 0 20 * * * (Cron expression) \n\nTimezone: Set to your local timezone \n\nMode: Every Day" }, "typeVersion": 1 } ], "active": false, "pinData": {}, "settings": { "executionOrder": "v1" }, "versionId": "96c30166-321c-4be9-bfef-401706c70cdb", "connections": { "Schedule Trigger": { "main": [ [ { "node": "Fetch Zendesk Tickets", "type": "main", "index": 0 } ] ] }, "Format Ticket Data": { "main": [ [ { "node": "Check Negative Feedback", "type": "main", "index": 0 } ] ] }, "Fetch Zendesk Tickets": { "main": [ [ { "node": "Format Ticket Data", "type": "main", "index": 0 } ] ] }, "Check Negative Feedback": { "main": [ [ { "node": "Log Churn Risk to Sheet", "type": "main", "index": 0 }, { "node": "Send Slack Alert", "type": "main", "index": 0 } ] ] } } }, "lastUpdatedBy": 1, "workflowInfo": { "nodeCount": 12, "nodeTypes": { "n8n-nodes-base.if": { "count": 1 }, "n8n-nodes-base.code": { "count": 1 }, "n8n-nodes-base.slack": { "count": 1 }, "n8n-nodes-base.zendesk": { "count": 1 }, "n8n-nodes-base.stickyNote": { "count": 6 }, "n8n-nodes-base.googleSheets": { "count": 1 }, "n8n-nodes-base.scheduleTrigger": { "count": 1 } } }, "status": "published", "user": { "name": "Rahul Joshi", "username": "rahul08", "bio": "Rahul Joshi is a seasoned technology leader specializing in the n8n automation tool and AI-driven workflow automation. With deep expertise in building open-source workflow automation and self-hosted automation platforms, he helps organizations eliminate manual processes through intelligent n8n ai agent automation solutions.\n\n", "verified": true, "links": [ "https://www.linkedin.com/in/callrahul/" ], "avatar": "https://gravatar.com/avatar/b6cf57822463143589b36ada06fbf6cb1509223a740fae3160b28f1ce41ccc12?r=pg&d=retro&size=200" }, "nodes": [ { "id": 18, "icon": "file:googleSheets.svg", "name": "n8n-nodes-base.googleSheets", "codex": { "data": { "alias": [ "CSV", "Sheet", "Spreadsheet", "GS" ], "resources": { "generic": [ { "url": "https://n8n.io/blog/love-at-first-sight-ricardos-n8n-journey/", "icon": "โค๏ธ", "label": "Love at first sight: Ricardoโ€™s n8n journey" }, { "url": "https://n8n.io/blog/why-business-process-automation-with-n8n-can-change-your-daily-life/", "icon": "๐Ÿงฌ", "label": "Why business process automation with n8n can change your daily life" }, { "url": "https://n8n.io/blog/automatically-adding-expense-receipts-to-google-sheets-with-telegram-mindee-twilio-and-n8n/", "icon": "๐Ÿงพ", "label": "Automatically Adding Expense Receipts to Google Sheets with Telegram, Mindee, Twilio, and n8n" }, { "url": "https://n8n.io/blog/supercharging-your-conference-registration-process-with-n8n/", "icon": "๐ŸŽซ", "label": "Supercharging your conference registration process with n8n" }, { "url": "https://n8n.io/blog/creating-triggers-for-n8n-workflows-using-polling/", "icon": "โฒ", "label": "Creating triggers for n8n workflows using polling" }, { "url": "https://n8n.io/blog/no-code-ecommerce-workflow-automations/", "icon": "store", "label": "6 e-commerce workflows to power up your Shopify s" }, { "url": "https://n8n.io/blog/migrating-community-metrics-to-orbit-using-n8n/", "icon": "๐Ÿ“ˆ", "label": "Migrating Community Metrics to Orbit using n8n" }, { "url": "https://n8n.io/blog/automate-google-apps-for-productivity/", "icon": "๐Ÿ’ก", "label": "15 Google apps you can combine and automate to increase productivity" }, { "url": "https://n8n.io/blog/your-business-doesnt-need-you-to-operate/", "icon": " ๐Ÿ–ฅ๏ธ", "label": "Hey founders! 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