Sync Zendesk How-to Tickets to Google Sheets Knowledge Base

The workflow JSON

Copy or download the full n8n JSON below. Paste it into a new n8n workflow, add your credentials, activate. Full import guide →

{
  "id": "cgDm9vVlMd7iOO7R",
  "name": "Knowledge base auto update",
  "tags": [],
  "nodes": [
    {
      "id": "48804c68-423a-4268-bb12-95531adf0425",
      "name": "When clicking 'Execute workflow'",
      "type": "n8n-nodes-base.manualTrigger",
      "position": [
        -1504,
        1712
      ],
      "parameters": {},
      "typeVersion": 1
    },
    {
      "id": "ca452dad-821d-491f-870e-72d97a903534",
      "name": "Error Trigger",
      "type": "n8n-nodes-base.errorTrigger",
      "position": [
        -1280,
        2448
      ],
      "parameters": {},
      "typeVersion": 1
    },
    {
      "id": "12c1be58-113b-4aa7-9278-da78048ce9a7",
      "name": "Error Trigger Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1648,
        2432
      ],
      "parameters": {
        "width": 320,
        "height": 328,
        "content": "## Error Trigger Node\n\nAutomatically activates when ANY node in the workflow fails.\n\n**How it works:**\n- Monitors the entire workflow execution\n- Catches errors from any node\n- Triggers the error handling path\n- Prevents silent failures\n\n**Best Practice:** This ensures no errors go unnoticed in production."
      },
      "typeVersion": 1
    },
    {
      "id": "5449c962-eb4a-498f-9244-812a865bb0d4",
      "name": "Format Error Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1264,
        2704
      ],
      "parameters": {
        "width": 320,
        "height": 384,
        "content": "## Format Error Details\n\nTransforms raw error data into structured, readable format.\n\n**Extracted Information:**\n- Timestamp of error\n- Workflow and execution IDs\n- Failed node name\n- Error message and type\n- Context (which ticket/item failed)\n- Stack trace for debugging\n- Severity level\n\n**Output:** Clean JSON ready for logging to sheets."
      },
      "typeVersion": 1
    },
    {
      "id": "dca1671e-2b16-479c-8dca-d9b58d8c2ccc",
      "name": "Log Error Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -944,
        2304
      ],
      "parameters": {
        "width": 320,
        "height": 488,
        "content": "## Error Log Sheet\n\nPersists all error details to Google Sheets for tracking and analysis.\n\n**Log Columns:**\n- Timestamp\n- Workflow Name\n- Execution ID\n- Node Name\n- Error Message\n- Error Type\n- Ticket/Item ID\n- Stack Trace\n- Status\n- Severity\n\n**Benefits:** Historical error tracking, pattern identification, audit trail."
      },
      "typeVersion": 1
    },
    {
      "id": "0d60a036-f2b3-495e-900e-3e3dc9f6af3f",
      "name": "Email Error Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -256,
        2096
      ],
      "parameters": {
        "width": 320,
        "height": 424,
        "content": "## Email Error Notification\n\nSends immediate alert emails when workflow fails.\n\n**Email Contains:**\n- Error summary\n- Failed node name\n- Timestamp\n- Link to execution (if configured)\n\n**Configuration Required:**\n- Set up SMTP credentials\n- Update 'fromEmail' and 'toEmail'\n- Can add multiple recipients\n\n**Tip:** Consider using Slack/Teams webhooks instead for faster alerts."
      },
      "typeVersion": 1
    },
    {
      "id": "4946b2e9-c107-4793-ada0-e95ffe07b966",
      "name": "Success Summary Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -544,
        2608
      ],
      "parameters": {
        "width": 320,
        "height": 332,
        "content": "## Success Summary\n\nCalculates and formats execution success metrics.\n\n**What it does:**\n- Counts total tickets processed\n- Captures execution timestamp\n- Records workflow and execution IDs\n- Creates success message\n\n**Purpose:** Provides visibility into successful runs, not just failures. Helps track workflow performance over time."
      },
      "typeVersion": 1
    },
    {
      "id": "4ee4440b-c840-4b6f-bece-1de4273cf79f",
      "name": "Execution Log Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -880,
        2880
      ],
      "parameters": {
        "width": 320,
        "height": 460,
        "content": "## Execution Log Sheet\n\nLogs ALL successful workflow executions.\n\n**Logged Data:**\n- Timestamp\n- Workflow Name\n- Execution ID\n- Status (SUCCESS)\n- Number of tickets processed\n- Success message\n\n**Use Cases:**\n- Monitor workflow health\n- Track processing volume\n- Performance trending\n- Audit compliance\n\n**Combined with Error Log:** Complete execution history."
      },
      "typeVersion": 1
    },
    {
      "id": "6f884973-d34f-4fac-b31b-dbead40cf933",
      "name": "Workflow Description1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -2160,
        1600
      ],
      "parameters": {
        "width": 526,
        "height": 336,
        "content": "## Workflow Purpose\n\nThis workflow automatically updates a Google Sheets knowledge base with Zendesk tickets that have the \"howto\" tag.\n\n**Flow Overview:**\n1. Fetches all tickets from Zendesk\n2. Filters for tickets with \"howto\" tag only\n3. Gets detailed user information for each ticket\n4. Updates Google Sheets with ticket details\n5. **NEW: Comprehensive error handling and logging**\n\n**Use Case:** Perfect for maintaining a knowledge base of how-to requests from customers."
      },
      "typeVersion": 1
    },
    {
      "id": "c821dc37-e8cc-4e0f-b37c-284041f38fcc",
      "name": "Trigger Instructions1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1600,
        1360
      ],
      "parameters": {
        "width": 320,
        "height": 296,
        "content": "## Manual Trigger\n\nClick the 'Execute Workflow' button to run this automation manually.\n\n**When to use:**\n- Testing the workflow\n- One-time data sync\n- Troubleshooting\n\n**Note:** You can also set this up with a schedule trigger to run automatically (daily, weekly, etc.)"
      },
      "typeVersion": 1
    },
    {
      "id": "b62bdc8f-683f-4025-9659-08e3f678a5dd",
      "name": "Zendesk Fetch Details1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1440,
        1904
      ],
      "parameters": {
        "width": 320,
        "height": 312,
        "content": "## Zendesk Integration\n\nFetches ALL tickets from your Zendesk instance.\n\n**What it does:**\n- Connects to Zendesk using API credentials\n- Retrieves all available tickets\n- Passes ticket data to next step\n\n**Important:** Make sure your Zendesk credentials are properly configured in the node settings."
      },
      "typeVersion": 1
    },
    {
      "id": "1e144223-9445-4c91-8355-7a1b734b3539",
      "name": "Filter Explanation1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1200,
        1376
      ],
      "parameters": {
        "width": 320,
        "height": 296,
        "content": "## Filtering Logic\n\nOnly processes tickets with the \"howto\" tag.\n\n**Filter Condition:**\n- Checks if first tag equals \"howto\"\n- Case sensitive matching\n- Only matching tickets proceed to next step\n\n**Tip:** You can modify this filter to use different tags or multiple conditions as needed."
      },
      "typeVersion": 1
    },
    {
      "id": "672f5275-a2ac-4025-b125-d12e969e7186",
      "name": "User Details Purpose1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -976,
        1888
      ],
      "parameters": {
        "width": 320,
        "height": 296,
        "content": "## User Details Enrichment\n\nGets detailed information about the person who created each ticket.\n\n**Retrieved Data:**\n- User name\n- Email address\n- Other user profile information\n\n**Why needed:** The initial ticket data only contains user ID, but we need name and email for the spreadsheet."
      },
      "typeVersion": 1
    },
    {
      "id": "e88abaf3-a1b1-4fc7-a5cd-b17ada33241f",
      "name": "Sheets Update Logic1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -768,
        1280
      ],
      "parameters": {
        "width": 320,
        "height": 384,
        "content": "## Google Sheets Update\n\nSaves or updates ticket information in your knowledge base spreadsheet.\n\n**Data Saved:**\n- Ticket Number\n- Description\n- Status\n- Tag\n- Owner Name\n- Email\n\n**Smart Update:** Uses description as matching column to avoid duplicates - existing tickets get updated instead of creating new rows."
      },
      "typeVersion": 1
    },
    {
      "id": "d031d1a6-f10b-45f4-9f12-e57894161b76",
      "name": "Error Handling Documentation1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -400,
        1280
      ],
      "parameters": {
        "width": 400,
        "height": 400,
        "content": "## \ud83d\udea8 Error Handling & Logging\n\n**Production Features Added:**\n\n1. **Error Trigger:** Catches all workflow errors automatically\n\n2. **Error Logger:** Logs detailed error info to Google Sheets:\n   - Timestamp\n   - Error node name\n   - Error message\n   - Failed ticket/user ID\n   - Stack trace\n\n3. **Retry Logic:** Auto-retries failed operations\n\n4. **Email Notifications:** Alerts team on failures\n\n**Monitor errors in the Error Log sheet!**"
      },
      "typeVersion": 1
    },
    {
      "id": "01f922f2-c854-4550-98d8-02d00d331e23",
      "name": "Filter HowTo Tickets Only1",
      "type": "n8n-nodes-base.if",
      "position": [
        -1088,
        1712
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 2,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "and",
          "conditions": [
            {
              "id": "cc47baeb-cdfb-4a6b-94ca-ef18c6450d9f",
              "operator": {
                "name": "filter.operator.equals",
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.tags[0] }}",
              "rightValue": "=howto"
            }
          ]
        }
      },
      "typeVersion": 2.2
    },
    {
      "id": "767d5d14-50c1-4b0b-b851-0f4ddee830ae",
      "name": "Get Requester User Info1",
      "type": "n8n-nodes-base.zendesk",
      "maxTries": 3,
      "position": [
        -864,
        1712
      ],
      "parameters": {
        "id": "={{ $json.requester_id }}",
        "resource": "user",
        "operation": "get"
      },
      "credentials": {
        "zendeskApi": {
          "name": "<your credential>"
        }
      },
      "retryOnFail": true,
      "typeVersion": 1,
      "continueOnFail": true,
      "waitBetweenTries": 1000
    },
    {
      "id": "f04ef795-df09-4f97-9ecb-ab19679f6219",
      "name": "Update Knowledge Base Sheet1",
      "type": "n8n-nodes-base.googleSheets",
      "maxTries": 3,
      "position": [
        -640,
        1712
      ],
      "parameters": {
        "columns": {
          "value": {
            "Tag": "={{ $('Filter HowTo Tickets Only1').item.json.tags[0] || 'No tags' }}",
            "email": "={{ $json.email }}",
            "owner": "={{ $json.name }}",
            "Status": "={{ $('Filter HowTo Tickets Only1').item.json.status }}",
            "Ticket No.": "={{ $('Filter HowTo Tickets Only1').item.json.id }}",
            "Description": "={{ $('Filter HowTo Tickets Only1').item.json.description }}"
          },
          "schema": [
            {
              "id": "Ticket No.",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Ticket No.",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Description",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Description",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Status",
              "type": "string",
              "display": true,
              "required": false,
              "displayName": "Status",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "owner",
              "type": "string",
              "display": true,
              "required": false,
              "displayName": "owner",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "email",
              "type": "string",
              "display": true,
              "required": false,
              "displayName": "email",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Tag",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Tag",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            }
          ],
          "mappingMode": "defineBelow",
          "matchingColumns": [
            "Description"
          ],
          "attemptToConvertTypes": false,
          "convertFieldsToString": false
        },
        "options": {},
        "operation": "appendOrUpdate",
        "sheetName": {
          "__rl": true,
          "mode": "list",
          "value": "gid=0",
          "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1Utpt2Z8krX-29nE3_HAJVmm9yUp9NRcq-_P8JL1UqRk/edit#gid=0",
          "cachedResultName": "Sheet1"
        },
        "documentId": {
          "__rl": true,
          "mode": "list",
          "value": "1Utpt2Z8krX-29nE3_HAJVmm9yUp9NRcq-_P8JL1UqRk",
          "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1Utpt2Z8krX-29nE3_HAJVmm9yUp9NRcq-_P8JL1UqRk/edit?usp=drivesdk",
          "cachedResultName": "Ticket status dummy"
        }
      },
      "credentials": {
        "googleSheetsOAuth2Api": {
          "name": "<your credential>"
        }
      },
      "retryOnFail": true,
      "typeVersion": 4.6,
      "continueOnFail": true,
      "waitBetweenTries": 2000
    },
    {
      "id": "b5adbd34-2c67-4226-aa0a-10cb8f18b97f",
      "name": "Fetch All Zendesk Tickets1",
      "type": "n8n-nodes-base.zendesk",
      "maxTries": 3,
      "position": [
        -1312,
        1712
      ],
      "parameters": {
        "options": {},
        "operation": "getAll",
        "returnAll": true
      },
      "credentials": {
        "zendeskApi": {
          "name": "<your credential>"
        }
      },
      "retryOnFail": true,
      "typeVersion": 1,
      "waitBetweenTries": 1000
    },
    {
      "id": "641b189d-d542-4c82-8dca-3e72d1bb1152",
      "name": "Format Error Details1",
      "type": "n8n-nodes-base.code",
      "position": [
        -1056,
        2448
      ],
      "parameters": {
        "jsCode": "// Extract error details and format for logging\nconst errorData = $input.item.json;\n\nconst formattedError = {\n  timestamp: new Date().toISOString(),\n  workflowName: $workflow.name,\n  executionId: $execution.id,\n  nodeName: errorData.node?.name || 'Unknown Node',\n  errorMessage: errorData.error?.message || 'Unknown Error',\n  errorType: errorData.error?.name || 'Error',\n  ticketId: errorData.error?.context?.itemIndex !== undefined \n    ? `Item ${errorData.error.context.itemIndex}` \n    : 'N/A',\n  stackTrace: errorData.error?.stack?.substring(0, 500) || 'No stack trace',\n  workflowStatus: 'FAILED',\n  severity: 'HIGH'\n};\n\nreturn { json: formattedError };"
      },
      "typeVersion": 2
    },
    {
      "id": "fd059320-ee35-47fc-bb65-3c7e9d907c95",
      "name": "Log Error to Sheet1",
      "type": "n8n-nodes-base.googleSheets",
      "notes": "Creates Error Log sheet if it doesn't exist",
      "position": [
        -784,
        2448
      ],
      "parameters": {
        "columns": {
          "value": {
            "Status": "={{ $json.workflowStatus }}",
            "Severity": "={{ $json.severity }}",
            "Node Name": "={{ $json.nodeName }}",
            "Timestamp": "={{ $json.timestamp }}",
            "Error Type": "={{ $json.errorType }}",
            "Stack Trace": "={{ $json.stackTrace }}",
            "Execution ID": "={{ $json.executionId }}",
            "Error Message": "={{ $json.errorMessage }}",
            "Workflow Name": "={{ $json.workflowName }}",
            "Ticket/Item ID": "={{ $json.ticketId }}"
          },
          "schema": [
            {
              "id": "Timestamp",
              "type": "string",
              "required": false,
              "displayName": "Timestamp"
            },
            {
              "id": "Workflow Name",
              "type": "string",
              "required": false,
              "displayName": "Workflow Name"
            },
            {
              "id": "Execution ID",
              "type": "string",
              "required": false,
              "displayName": "Execution ID"
            },
            {
              "id": "Node Name",
              "type": "string",
              "required": false,
              "displayName": "Node Name"
            },
            {
              "id": "Error Message",
              "type": "string",
              "required": false,
              "displayName": "Error Message"
            },
            {
              "id": "Error Type",
              "type": "string",
              "required": false,
              "displayName": "Error Type"
            },
            {
              "id": "Ticket/Item ID",
              "type": "string",
              "required": false,
              "displayName": "Ticket/Item ID"
            },
            {
              "id": "Stack Trace",
              "type": "string",
              "required": false,
              "displayName": "Stack Trace"
            },
            {
              "id": "Status",
              "type": "string",
              "required": false,
              "displayName": "Status"
            },
            {
              "id": "Severity",
              "type": "string",
              "required": false,
              "displayName": "Severity"
            }
          ],
          "mappingMode": "defineBelow"
        },
        "options": {},
        "operation": "append",
        "sheetName": {
          "__rl": true,
          "mode": "list",
          "value": "gid=1",
          "cachedResultName": "Error Log"
        },
        "documentId": {
          "__rl": true,
          "mode": "list",
          "value": "1Utpt2Z8krX-29nE3_HAJVmm9yUp9NRcq-_P8JL1UqRk",
          "cachedResultName": "Ticket status dummy"
        }
      },
      "credentials": {
        "googleSheetsOAuth2Api": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 4.6
    },
    {
      "id": "9ab36aa6-753b-48ff-8aae-102f0daea66b",
      "name": "Send Error Notification1",
      "type": "n8n-nodes-base.emailSend",
      "notes": "Configure your SMTP credentials",
      "position": [
        -512,
        2448
      ],
      "parameters": {
        "options": {},
        "subject": "\ud83d\udea8 Knowledge Base Workflow Error - {{ $json.nodeName }}",
        "toEmail": "user@example.com",
        "fromEmail": "user@example.com"
      },
      "typeVersion": 2.1
    },
    {
      "id": "ffaa5350-2709-44de-b6eb-d3554053d164",
      "name": "Success Summary1",
      "type": "n8n-nodes-base.code",
      "position": [
        -416,
        1712
      ],
      "parameters": {
        "jsCode": "// Log successful execution summary\nconst items = $input.all();\n\nconst summary = {\n  timestamp: new Date().toISOString(),\n  workflowName: $workflow.name,\n  executionId: $execution.id,\n  status: 'SUCCESS',\n  ticketsProcessed: items.length,\n  message: `Successfully processed ${items.length} tickets`\n};\n\nreturn { json: summary };"
      },
      "typeVersion": 2
    },
    {
      "id": "3ca07889-3c23-42bf-9ef0-7f6241b8c6c4",
      "name": "Log Successful Execution1",
      "type": "n8n-nodes-base.googleSheets",
      "position": [
        -192,
        1712
      ],
      "parameters": {
        "columns": {
          "value": {
            "Status": "={{ $json.status }}",
            "Message": "={{ $json.message }}",
            "Timestamp": "={{ $json.timestamp }}",
            "Execution ID": "={{ $json.executionId }}",
            "Workflow Name": "={{ $json.workflowName }}",
            "Tickets Processed": "={{ $json.ticketsProcessed }}"
          },
          "schema": [
            {
              "id": "Timestamp",
              "type": "string",
              "required": false,
              "displayName": "Timestamp"
            },
            {
              "id": "Workflow Name",
              "type": "string",
              "required": false,
              "displayName": "Workflow Name"
            },
            {
              "id": "Execution ID",
              "type": "string",
              "required": false,
              "displayName": "Execution ID"
            },
            {
              "id": "Status",
              "type": "string",
              "required": false,
              "displayName": "Status"
            },
            {
              "id": "Tickets Processed",
              "type": "number",
              "required": false,
              "displayName": "Tickets Processed"
            },
            {
              "id": "Message",
              "type": "string",
              "required": false,
              "displayName": "Message"
            }
          ],
          "mappingMode": "defineBelow"
        },
        "options": {},
        "operation": "append",
        "sheetName": {
          "__rl": true,
          "mode": "list",
          "value": "gid=2",
          "cachedResultName": "Execution Log"
        },
        "documentId": {
          "__rl": true,
          "mode": "list",
          "value": "1Utpt2Z8krX-29nE3_HAJVmm9yUp9NRcq-_P8JL1UqRk",
          "cachedResultName": "Ticket status dummy"
        }
      },
      "credentials": {
        "googleSheetsOAuth2Api": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 4.6
    }
  ],
  "active": false,
  "settings": {
    "executionOrder": "v1"
  },
  "versionId": "5e36abd5-9ff1-48ad-b877-f26093d34fe1",
  "connections": {
    "Error Trigger": {
      "main": [
        [
          {
            "node": "Format Error Details1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Success Summary1": {
      "main": [
        [
          {
            "node": "Log Successful Execution1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Log Error to Sheet1": {
      "main": [
        [
          {
            "node": "Send Error Notification1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Format Error Details1": {
      "main": [
        [
          {
            "node": "Log Error to Sheet1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Get Requester User Info1": {
      "main": [
        [
          {
            "node": "Update Knowledge Base Sheet1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Fetch All Zendesk Tickets1": {
      "main": [
        [
          {
            "node": "Filter HowTo Tickets Only1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Filter HowTo Tickets Only1": {
      "main": [
        [
          {
            "node": "Get Requester User Info1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Update Knowledge Base Sheet1": {
      "main": [
        [
          {
            "node": "Success Summary1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "When clicking 'Execute workflow'": {
      "main": [
        [
          {
            "node": "Fetch All Zendesk Tickets1",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  }
}

Credentials you'll need

Each integration node will prompt for credentials when you import. We strip credential IDs before publishing — you'll add your own.

• googleSheetsOAuth2Api
• zendeskApi

About this workflow

Keep your customer knowledge base up to date with this n8n automation template. The workflow connects Zendesk with Google Sheets, automatically fetching tickets tagged as “howto,” enriching them with requester details, and saving them into a structured spreadsheet.

Source: https://n8n.io/workflows/8816/ — original creator credit. Request a take-down →

More Data & Sheets workflows → · Browse all categories →

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