Freshdesk and Google Sheets integration

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. 🗓️

Never forget to send a satisfaction survey again! This workflow helps you automatically send CSAT surveys when a Freshdesk ticket is marked “Resolved” – and logs every response in Google Sheets for easy analysis, reporting, and escalation workflows. 💡 Built for CS and ops teams who care about real feedback This template is perfect for: Customer Support Teams who want timely, consistent survey delivery after every resolved ticket. Ops Leads & Admins tired of managing spreadsheets and survey tools manually. Businesses using Freshdesk looking for a no-code feedback loop. Automation fans who want to track, trigger, and take action — automatically. 🧩 What problem does it solve? Manual survey processes are slow, inconsistent, and hard to scale. This automation ensures: Fast survey delivery when experiences are still fresh. No duplicate emails thanks to a built-in tracking system. Centralized feedback in a Google Sheet — no more digging through platforms. Data you can act on, like triggering Slack alerts for poor scores. ⚙️ How it works 📨 Part 1: Auto-send the survey when a ticket is resolved Trigger: Workflow runs on a schedule (or manually via “Test”). Pull ticket status from Freshdesk. Compare ticket status to the last known status in Google Sheets. Detect resolution: If status = “Resolved” (ID 4), move forward. Update the Google Sheet to track that the survey was sent. Fetch the customer’s email from Freshdesk. Create & send the survey email, personalized with ticket info and your brand. Convert Markdown → HTML for a well-formatted email. 📥 Part 2: Collect responses and store in Sheets Form Trigger: Customer clicks the survey link and fills in the form. Capture responses (e.g. rating + comments). Log feedback in a second Google Sheet for analysis. You can extend this by adding escalation steps (e.g. flagging 1–2 star ratings to managers). 🚀 Setup Instructions 🔐 Connect your tools Freshdesk**: Add your API credentials to the get tickets and get client nodes. Google Sheets**: Authenticate in the get existing tickets, update status, and save survey nodes. Email (SMTP)**: Add your SMTP details in the “Send Email” node, or swap in Gmail, SendGrid, etc. 🛠 Set your data In the Set your data node, enter: Your name, email, company, and position Your survey form link (see below) 🔗 Get the form link Activate the workflow (toggle it ON) Go to the “Survey” (Form Trigger) node Copy the Production URL Paste it into the survey link field in the Set your data node 🧾 Prepare your Google Sheets Sheet 1: Freshdesk Tickets (status tracking) Used by: get existing tickets update status Create a new empty Google Sheet. Add the Spreadsheet ID + Sheet Name into the nodes. Sheet 2: Feedback freshdesk (survey responses) Used by: save survey to google sheet Create a new sheet or tab. It will auto-create columns based on your survey form field labels. Add the Spreadsheet ID + Sheet Name/GID to the save node. 🔧 Customize the workflow 📝 Survey Questions Modify them in the Survey (Form Trigger) node. Adjust the save survey to google sheet node as needed (or use auto-map). 💬 Email Content Edit the subject and message in the Create the email text (Set) node. 🏷 Freshdesk Status ID If your “Resolved” status ID isn’t 4, update the second condition in the If ticket resolved node. 📉 Escalate poor feedback Add logic after the save survey to google sheet node: If rating is low: Notify Slack Create a new internal ticket Email a team lead 🔁 Schedule Trigger Adjust the Schedule Trigger node to your desired interval (e.g., hourly). 🔄 Use a Webhook Instead (Optional) If Freshdesk supports ticket webhook events, swap the schedule trigger for a Webhook Trigger node to send surveys instantly on ticket resolution. 🤖 Why Pollup AI is building this At Pollup AI, we help CS and support teams stop drowning in tools and manual tasks. This template is part of our growing AI agent library: plug-and-play automations that connect your tools, clean your data, and free up your time – without writing a line of code. Try this workflow and let Pollup AI handle the boring parts, so your team can focus on what customers are really saying. Learn more at Pollup AI