Build a support ticket analytics dashboard with ScrapeGraphAI, Google Sheets & Slack alerts
Customer Support Analysis Dashboard with AI and Automated Insights
🎯 Target Audience
- Customer support managers and team leads
- Customer success teams monitoring satisfaction
- Product managers analyzing user feedback
- Business analysts measuring support metrics
- Operations managers optimizing support processes
- Quality assurance teams monitoring support quality
- Customer experience (CX) professionals
🚀 Problem Statement
Manual analysis of customer support tickets and feedback is time-consuming and often misses critical patterns or emerging issues. This template solves the challenge of automatically collecting, analyzing, and visualizing customer support data to identify trends, improve response times, and enhance overall customer satisfaction.
🔧 How it Works
This workflow automatically monitors customer support channels using AI-powered analysis, processes tickets and feedback, and provides actionable insights for improving customer support operations.
Key Components
- Scheduled Trigger - Runs the workflow at specified intervals to maintain real-time monitoring
- AI-Powered Ticket Analysis - Uses advanced NLP to categorize, prioritize, and analyze support tickets
- Multi-Channel Integration - Monitors email, chat, help desk systems, and social media
- Automated Insights - Generates reports on trends, response times, and satisfaction scores
- Dashboard Integration - Stores all data in Google Sheets for comprehensive analysis and reporting
📊 Google Sheets Column Specifications
The template creates the following columns in your Google Sheets:
| Column | Data Type | Description | Example | |--------|-----------|-------------|---------| | timestamp | DateTime | When the ticket was processed | "2024-01-15T10:30:00Z" | | ticket_id | String | Unique ticket identifier | "SUP-2024-001234" | | customer_email | String | Customer contact information | "john@example.com" | | subject | String | Ticket subject line | "Login issues with new app" | | description | String | Full ticket description | "I can't log into the mobile app..." | | category | String | AI-categorized ticket type | "Technical Issue" | | priority | String | Calculated priority level | "High" | | sentiment_score | Number | Customer sentiment (-1 to 1) | -0.3 | | urgency_indicator | String | Urgency classification | "Immediate" | | response_time | Number | Time to first response (hours) | 2.5 | | resolution_time | Number | Time to resolution (hours) | 8.0 | | satisfaction_score | Number | Customer satisfaction rating | 4.2 | | agent_assigned | String | Support agent name | "Sarah Johnson" | | status | String | Current ticket status | "Resolved" |
🛠️ Setup Instructions
Estimated setup time: 20-25 minutes
Prerequisites
- n8n instance with community nodes enabled
- ScrapeGraphAI API account and credentials
- Google Sheets account with API access
- Help desk system API access (Zendesk, Freshdesk, etc.)
- Email service integration (optional)
Step-by-Step Configuration
1. Install Community Nodes
# Install required community nodes
npm install n8n-nodes-scrapegraphai
npm install n8n-nodes-slack
2. Configure ScrapeGraphAI Credentials
- Navigate to Credentials in your n8n instance
- Add new ScrapeGraphAI API credentials
- Enter your API key from ScrapeGraphAI dashboard
- Test the connection to ensure it's working
3. Set up Google Sheets Connection
- Add Google Sheets OAuth2 credentials
- Grant necessary permissions for spreadsheet access
- Create a new spreadsheet for customer support analysis
- Configure the sheet name (default: "Support Analysis")
4. Configure Support System Integration
- Update the
websiteUrlparameters in ScrapeGraphAI nodes - Add URLs for your help desk system or support portal
- Customize the user prompt to extract specific ticket data
- Set up categories and priority thresholds
5. Set up Notification Channels
- Configure Slack webhook or API credentials for alerts
- Set up email service credentials for critical issues
- Define alert thresholds for different priority levels
- Test notification delivery
6. Configure Schedule Trigger
- Set analysis frequency (hourly, daily, etc.)
- Choose appropriate time zones for your business hours
- Consider support system rate limits
7. Test and Validate
- Run the workflow manually to verify all connections
- Check Google Sheets for proper data formatting
- Test ticket analysis with sample data
🔄 Workflow Customization Options
Modify Analysis Targets
- Add or remove support channels (email, chat, social media)
- Change ticket categories and priority criteria
- Adjust analysis frequency based on ticket volume
Extend Analysis Capabilities
- Add more sophisticated sentiment analysis
- Implement customer churn prediction models
- Include agent performance analytics
- Add automated response suggestions
Customize Alert System
- Set different thresholds for different ticket types
- Create tiered alert systems (info, warning, critical)
- Add SLA breach notifications
- Include trend analysis alerts
Output Customization
- Add data visualization and reporting features
- Implement support trend charts and graphs
- Create executive dashboards with key metrics
- Add customer satisfaction trend analysis
📈 Use Cases
- Support Ticket Management: Automatically categorize and prioritize tickets
- Response Time Optimization: Identify bottlenecks in support processes
- Customer Satisfaction Monitoring: Track and improve satisfaction scores
- Agent Performance Analysis: Monitor and improve agent productivity
- Product Issue Detection: Identify recurring problems and feature requests
- SLA Compliance: Ensure support teams meet service level agreements
🚨 Important Notes
- Respect support system API rate limits and terms of service
- Implement appropriate delays between requests to avoid rate limiting
- Regularly review and update your analysis parameters
- Monitor API usage to manage costs effectively
- Keep your credentials secure and rotate them regularly
- Consider data privacy and GDPR compliance for customer data
🔧 Troubleshooting
Common Issues:
- ScrapeGraphAI connection errors: Verify API key and account status
- Google Sheets permission errors: Check OAuth2 scope and permissions
- Ticket parsing errors: Review the Code node's JavaScript logic
- Rate limiting: Adjust analysis frequency and implement delays
- Alert delivery failures: Check notification service credentials
Support Resources:
- ScrapeGraphAI documentation and API reference
- n8n community forums for workflow assistance
- Google Sheets API documentation for advanced configurations
- Help desk system API documentation
- Customer support analytics best practices
n8n Workflow: Basic Template
This n8n workflow serves as a foundational template, demonstrating how to integrate a scheduled trigger with data processing, conditional logic, and external service notifications. It's a versatile starting point for various automation tasks.
What it does
This workflow outlines a basic automation pattern:
- Scheduled Activation: The workflow is initiated at predefined intervals by a
Schedule Triggernode. - Code Execution: A
Codenode is included, providing a place to execute custom JavaScript logic. This could be used for data manipulation, API calls, or any programmatic task. - Data Interaction (Google Sheets): A
Google Sheetsnode is present, indicating the capability to interact with Google Sheets. This could involve reading data, writing new rows, or updating existing ones. - Conditional Logic: An
Ifnode allows for branching the workflow based on specific conditions. Data can be routed down different paths depending on whether a condition evaluates to true or false. - External Notification (Slack): A
Slacknode signifies the ability to send messages or alerts to a Slack channel, often used for notifications based on the workflow's outcomes. - Webhook Endpoint: A
Webhooknode is included, allowing the workflow to be triggered by external HTTP requests, providing an alternative to the scheduled trigger for on-demand execution. - Documentation/Notes: A
Sticky Noteis available for adding comments, explanations, or documentation directly within the workflow canvas.
Prerequisites/Requirements
- n8n Instance: A running n8n instance (cloud or self-hosted).
- Google Sheets Account: Required if you intend to use the Google Sheets node for data interaction.
- Slack Account: Required if you intend to use the Slack node for notifications.
Setup/Usage
- Import the workflow: Download the provided JSON and import it into your n8n instance.
- Configure Credentials:
- For the
Google Sheetsnode, you will need to set up a Google Sheets credential. - For the
Slacknode, you will need to set up a Slack credential.
- For the
- Configure Nodes:
- Schedule Trigger: Adjust the schedule to your desired frequency (e.g., every hour, daily).
- Code: Modify the JavaScript code within this node to perform your specific data processing or logic.
- Google Sheets: Configure the spreadsheet name, sheet name, and operation (e.g., "Read", "Append Row") according to your needs.
- If: Define the conditions that will determine the branching logic of your workflow.
- Slack: Specify the Slack channel and the message content you wish to send.
- Webhook: If using, note the webhook URL generated by n8n after activating the workflow.
- Activate the Workflow: Once configured, activate the workflow to enable it to run according to its schedule or respond to webhook triggers.
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