{ "id": "PdbwxMitcnvpqIV7", "meta": { "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, 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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": { "name": "" } }, "typeVersion": 4 }, { "id": "2913f3a0-f1ba-470c-89fb-0e8109732d36", "name": "Send Slack Alert", "type": "n8n-nodes-base.slack", "position": [ 672, 1248 ], "parameters": { "text": "=\ud83d\udea8 *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": { "name": "" } }, "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": { "name": "" } }, "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": "## \ud83d\udce5 Ticket Retrieval\n\nFetches all tickets from your Zendesk instance.\n\n**\ud83d\udd27 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**\u26a1 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": "## \ud83d\udd27 Data Processing\n\nTransforms raw Zendesk data into clean, structured format.\n\n**\u2728 Enhancements added:**\n- Ticket age calculation\n- Priority level mapping\n- Urgency flags\n- Channel categorization\n- Null value handling\n\n**\ud83d\udcca 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": "## \u2696\ufe0f Churn Risk Filter\n\nIdentifies tickets with negative satisfaction scores.\n\n**\ud83c\udfaf Current Logic:**\n- satisfaction_score = \"bad\"\n\n**\ud83d\udd04 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**\ud83d\udcc8 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": "## \ud83d\udccb Tracking & Analytics\n\nLogs all churn risk incidents to Google Sheets for analysis.\n\n**\ud83d\udcca Captured Data:**\n- Ticket details\n- Satisfaction scores\n- Timestamp\n- Customer info\n\n**\ud83d\udca1 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": "## \ud83d\udea8 Instant Team Alerts\n\nSends formatted Slack message to your CS team channel.\n\n**\ud83d\udce2 Message includes:**\n- Ticket ID & direct link\n- Customer satisfaction rating\n- Subject & description\n- Clear action required\n\n**\ud83c\udfa8 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": "## \ud83d\udd27 Automated Schedule Trigger\n\nDaily Execution: Runs every day at 8:00 PM\n\u2699\ufe0f Configuration:\n\nTrigger Rule: 0 20 * * * (Cron expression) \n\nTimezone: Set to your local timezone \n\nMode: Every Day" }, "typeVersion": 1 } ], "active": false, "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 } ] ] } } }