Support ticket monitoring with Slack escalation and Goo

This automation extracts and analyzes support tickets in real time, detecting SLA violations, high-priority cases, and generating performance insights. Ideal for teams focused on response speed, quality control, and operational transparency in customer support.

## Who it´s for
- Support managers responsible for SLA compliance and team performance
- Service center leads requiring automatic escalation
- Support analysts collecting efficiency metrics
- Companies with large support teams using Zendesk/Freshdesk
- SaaS businesses aiming to improve CSAT and reduce response times

## What the automation does
- Scrapes open/closed tickets and knowledge base articles using ScrapeGraphAI
- Processes data through a custom analytics engine for categorization, SLA tracking, and escalation scoring
- Logs results in Google Sheets for storage and further analysis
- Sends urgent alerts to Slack when critical issues are detected (e.g., delayed response for Premium clients)
- Generates daily performance summaries and posts them to designated Slack channels
- Identifies underperforming knowledge base articles based on views vs. self-service success

## What´s included
- Ready-to-use n8n workflow
- Trigger logic: cron schedule and HTTP webhook
- Integrations with Google Sheets, Slack, support system, and knowledge base
- Basic textual guide for setup and adaptation

## Requirements for setup
- n8n account with workflow editing access
- Access to your support system (e.g., Zendesk/Freshdesk) for scraping
- API credentials for Google Sheets and Slack
- Access to ScrapeGraphAI or compatible AI-powered scraper

## Benefits and outcomes
- Reduced risk of missing critical customer issues
- Automated SLA monitoring without manual checks
- Transparent insights into workload, topics, and response quality
- Faster escalation of high-priority client cases
- Data-driven improvement of knowledge base content
- Time savings for managers and analysts through automated reporting

## Important: template only
Important: you are purchasing a ready-made automation workflow template only. Rollout into your infrastructure, connecting specific accounts and services, 1:1 setup help, custom adjustments for non-standard stacks and any consulting support are provided as a separate paid service at an individual rate. To discuss custom work or 1:1 help, contact via Telegram: @gleb923.