Description
Description This workflow automates Zendesk ticket escalation by creating ClickUp tasks for urgent cases and notifying the support team in Telegram. It ensures that high-priority tickets are instantly visible to the right team members, avoiding delays in resolution. What This Template Does (Step-by-Step) 🟢 Trigger (Manual Test or Later Zendesk Trigger) Currently uses a manual trigger (Execute Workflow) for testing. In production, this would start whenever a pending Zendesk ticket appears. 🎫 Fetch Zendesk Tickets Pulls all pending tickets assigned to a group. Sorts them by status and date. 🧹 Select Latest Ticket Sorts by created_at and keeps only the newest ticket. Outputs: id, subject, description, requester_id, created_at. 📧 Fetch Requester Email Retrieves requester details (name, email, timezone) from Zendesk Users API. 🔀 Merge Ticket & Requester Data Combines both streams: ticket info + requester info. Ensures the ClickUp task payload has everything it needs. 📝 Prepare ClickUp Task Payload Builds a structured task: Task Name: [Escalation] {Subject} (Ticket #ID) Description: Ticket + requester details + escalation message Priority: 3 (default, can be adjusted) Tags: zendesk, escalation 📂 Create ClickUp Task Pushes the structured task into ClickUp under the escalation list. Assigns it to a predefined team member. 📨 Format Telegram Alert Message Generates a concise but urgent message: Ticket subject + ID Requester name + email Direct ClickUp link Adds urgency formatting (🚨 Immediate Attention Required). 📢 Send Telegram Escalation Alert Posts the alert into the chosen Telegram chat/team. Ensures managers/stakeholders know instantly. Prerequisites Zendesk account + API credentials ClickUp account + API credentials Telegram bot token & chat ID n8n instance (cloud or self-hosted) Customization Ideas ⚡ Replace manual trigger with Zendesk “Ticket Created” trigger. 🎯 Add SLA-based conditions (e.g., escalate only if response > 4 hrs). 📊 Auto-assign ClickUp tasks by ticket category. 🔔 Add Slack/Email notification along with Telegram. 📂 Store escalation logs into Notion or Google Sheets. Key Benefits ✅ Zero delay in handling critical tickets ✅ Automatically creates ClickUp task + Telegram alert ✅ Reduces manual handoff between support → escalation team ✅ Keeps everyone aligned in real-time Perfect For 🎯 Support teams needing fast escalations 📈 SaaS companies managing large ticket volumes 🚀 Agencies ensuring VIP clients never wait. An n8n automation workflow template by Rahul Joshi.
Rahul Joshi
web
free
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