Track support performance metrics across Zendesk & Freshdesk with Sheets, Slack & Gmail

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Important notice

This workflow is provided as-is. Please review and test before using in production.

1. Workflow Overview

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 e...

Best for

Support Chatbot automation workflows
advanced n8n builders looking for reusable templates

Tools used

n8n-nodes-base.slack, n8n-nodes-base.gmail, n8n-nodes-base.cron, n8n-nodes-base.zendesk, n8n-nodes-base.googlesheets, n8n-nodes-base.code, n8n-nodes-base.if, n8n-nodes-base.stickynote

Source and attribution

This workflow is cataloged by N8N Workflows and links back to its original n8n.io source page by Rahul Joshi.

Original n8n.io source

1.1 Workflow description

Title: Track support performance metrics across Zendesk & Freshdesk with Sheets, Slack & Gmail
Workflow name: 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. 🗓️

1.2 Logical Blocks

This catalog entry is organized from the workflow JSON. The node-level section below shows the executable blocks available for review before importing the template.

2. Block-by-Block Analysis

Block 1 - Send Slack Alert

Type / Role: n8n-nodes-base.slack - slack
Config choices: Version 2.2

Block 2 - Send Weekly Email

Type / Role: n8n-nodes-base.gmail - gmail
Config choices: Version 1

Block 3 - Weekly Trigger

Type / Role: n8n-nodes-base.cron - cron
Config choices: Version 1

Block 4 - Fetch Tickets From Zendesk

Type / Role: n8n-nodes-base.zendesk - zendesk
Config choices: Version 1

Block 5 - Log KPIs in Google Sheets

Type / Role: n8n-nodes-base.googleSheets - googleSheets
Config choices: Version 4.4

Block 6 - Calculate Support KPIs

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 7 - Evaluate Alerts

Type / Role: n8n-nodes-base.if - if
Config choices: Version 2

Block 8 - Generate Slack Alert Message

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 9 - Generate Weekly HTML Report

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 10 - Sticky Note

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 11 - Sticky Note1

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 12 - Sticky Note2

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 13 - Sticky Note3

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 14 - Sticky Note4

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 15 - Sticky Note5

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 16 - Sticky Note6

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 17 - Sticky Note7

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 18 - Sticky Note8

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 19 - Sticky Note9

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 20 - Merge

Type / Role: n8n-nodes-base.merge - merge
Config choices: Version 3.2

Block 21 - Sticky Note10

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 22 - Sticky Note11

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 23 - Format Ticket Data (Zendesk & Freshdesk)

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 24 - Fetch Tickets From Freshdesk

Type / Role: n8n-nodes-base.freshdesk - freshdesk
Config choices: Version 1

3. Summary Table

Workflow	Track support performance metrics across Zendesk & Freshdesk with Sheets, Slack & Gmail
Complexity	advanced
Nodes	24
Categories	Support Chatbot
Author	Rahul Joshi
Published	22 Sept 2025

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

Use the JSON export at /data/workflows/8814/8814.json as the source template for this automation.
2. Import the template into n8n

Open n8n, import the downloaded JSON, and review each node before activating the workflow.
3. Configure credentials and variables

Replace placeholder credentials, API keys, webhook URLs, account IDs, and environment-specific values with your own settings.
4. Test with sample data

Run the workflow manually or in a staging workspace, inspect node output, and confirm downstream systems receive the expected data.
5. Activate and monitor

Enable the workflow only after testing, then monitor executions, errors, and rate limits during the first production runs.

5. General Notes & Resources

Review imported nodes carefully before activation. This catalog entry is intended to help you inspect the workflow structure, understand required services, and find related templates faster.

Node names, credentials, schedules, webhook paths, and external service limits may need adjustment for your workspace.

Download workflow JSON Original n8n.io source Support Chatbot workflows

Frequently asked questions

What does Track support performance metrics across Zendesk & Freshdesk with Sheets, Slack & Gmail do?

What do I need before importing this workflow?

Review the workflow JSON, configure any required credentials in n8n, and test the automation in a safe workspace before using it in production.

Can I customize this workflow?

Yes. Use the block-by-block analysis and the downloadable JSON to inspect each node, then adjust credentials, prompts, schedules, filters, or destinations for your Support Chatbot use case.

Rahul Joshi

269 workflows

Nodes

n8n-nodes-base.slack n8n-nodes-base.gmail n8n-nodes-base.cron n8n-nodes-base.zendesk n8n-nodes-base.googlesheets n8n-nodes-base.code n8n-nodes-base.if n8n-nodes-base.stickynote

Complexity

advanced

Published 22 Sept 2025

Likes 0

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Install path: /data/workflows/8814/8814.json

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Track support performance metrics across Zendesk & Freshdesk with Sheets, Slack & Gmail

Workflow preview

Important notice

1. Workflow Overview

Best for

Tools used

Source and attribution

1.1 Workflow description

Description

What This Template Does

Key Benefits

Features

Requirements

Target Audience

Step-by-Step Setup Instructions

1.2 Logical Blocks

2. Block-by-Block Analysis

Block 1 - Send Slack Alert

Block 2 - Send Weekly Email

Block 3 - Weekly Trigger

Block 4 - Fetch Tickets From Zendesk

Block 5 - Log KPIs in Google Sheets

Block 6 - Calculate Support KPIs

Block 7 - Evaluate Alerts

Block 8 - Generate Slack Alert Message

Block 9 - Generate Weekly HTML Report

Block 10 - Sticky Note

Block 11 - Sticky Note1

Block 12 - Sticky Note2

Block 13 - Sticky Note3

Block 14 - Sticky Note4

Block 15 - Sticky Note5

Block 16 - Sticky Note6

Block 17 - Sticky Note7

Block 18 - Sticky Note8

Block 19 - Sticky Note9

Block 20 - Merge

Block 21 - Sticky Note10

Block 22 - Sticky Note11

Block 23 - Format Ticket Data (Zendesk & Freshdesk)

Block 24 - Fetch Tickets From Freshdesk

3. Summary Table

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

2. Import the template into n8n

3. Configure credentials and variables

4. Test with sample data

5. Activate and monitor

5. General Notes & Resources

Frequently asked questions