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Proactive SLA monitoring & ticket escalation with Zendesk, Slack and Google Sheets

Rahul JoshiRahul Joshi
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2/3/2026
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Description:

Ensure your customer SLAs never slip with this n8n automation template. The workflow runs on a schedule, fetching open tickets from Zendesk, calculating SLA time remaining, and sending proactive alerts to Slack when tickets approach breach thresholds (75% and 90%). It also updates ticket priority in Zendesk and logs compliance metrics to Google Sheets for reporting. Perfect for support operations, CX teams, and SaaS companies looking to maintain SLA compliance and reduce response delays automatically.

✅ What This Template Does (Step-by-Step)

⏰ Run Every Hour: Automatically triggers every hour to check for SLA-sensitive tickets. 📥 Fetch All Open Zendesk Tickets: Pulls all tickets via the Zendesk API, returning essential fields: ID, status, created_at, sla_due, and priority. 🔍 Filter Only “Open” Tickets: Excludes closed, on-hold, or pending tickets — monitoring focuses only on actionable cases. ⏱️ Calculate SLA Time Remaining: Computes total SLA duration, remaining minutes, and % of SLA consumed for each ticket. 🟡 Warn at 75% Threshold: When 75% of the SLA window has passed, automatically sends a Slack warning to the #general-information channel. 🔴 Escalate at 90% Threshold: For tickets nearing breach (≥90%), the workflow updates Zendesk ticket priority to “High,” adds escalation notes, and notifies the support team for immediate action. 📊 Log SLA Compliance in Google Sheets: Each ticket’s SLA metrics (ID, % elapsed, time remaining, timestamp) are appended to a Google Sheet for tracking and reporting. ✅ No-Ticket Confirmation: If no open tickets exist, the workflow posts a “✅ No open tickets” message to Slack — keeping teams informed of a clear queue.

🧠 Key Features

⏱️ Automated SLA tracking and escalation 📊 Real-time logging to Google Sheets ⚡ Hourly auto-trigger — no manual checks needed 📢 Slack alerts at warning and critical thresholds 🔄 Dynamic Zendesk ticket updates via API

💼 Use Cases

💬 Proactively manage customer support SLAs 🚨 Automatically escalate critical tickets before breach 📈 Maintain transparent SLA compliance reporting 📢 Keep your support team updated in real time

📦 Required Integrations

Zendesk API – for ticket retrieval and updates Slack API – for alert notifications Google Sheets – for compliance and reporting logs

🎯 Why Use This Template?

✅ Prevent SLA breaches before they happen ✅ Automate escalation and communication ✅ Provide real-time visibility to support leads ✅ Build a historical SLA performance dataset

Proactive SLA Monitoring & Ticket Escalation with Zendesk, Slack, and Google Sheets

This n8n workflow automates the proactive monitoring of Service Level Agreements (SLAs) for support tickets. It regularly checks for tickets approaching or exceeding their SLA, logs these events, and escalates them through Slack and Zendesk to ensure timely resolution.

What it does

This workflow simplifies SLA management by:

  1. Scheduling Checks: Runs on a predefined schedule (e.g., daily, hourly) to proactively monitor ticket statuses.
  2. Fetching Data: Retrieves relevant ticket data from a Google Sheet, which likely contains information about ticket IDs, current status, SLA due dates, and escalation thresholds.
  3. Evaluating SLA Status: Uses custom JavaScript logic to determine if tickets are approaching or have breached their SLA based on the fetched data.
  4. Conditional Escalation: Filters tickets based on their SLA status.
  5. Logging Escalations: For tickets requiring attention, it updates the Google Sheet to log the escalation event.
  6. Notifying Teams: Posts critical SLA breach alerts to a designated Slack channel.
  7. Updating Tickets: Updates the corresponding ticket in Zendesk, potentially changing its priority or assigning it to an escalation team.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running instance of n8n.
  • Google Sheets Account: Configured with a spreadsheet containing your ticket data, including columns for ticket ID, SLA due date, and potentially a status for escalation.
  • Slack Account: With a channel designated for SLA alerts.
  • Zendesk Account: With appropriate API access to update tickets.
  • n8n Credentials: Configured credentials for Google Sheets, Slack, and Zendesk within your n8n instance.

Setup/Usage

  1. Import the Workflow: Import the provided JSON into your n8n instance.
  2. Configure Credentials:
    • Google Sheets: Set up your Google Sheets credential. Specify the Spreadsheet ID and Sheet Name where your ticket data is stored.
    • Slack: Set up your Slack credential. Specify the Channel ID where you want to send alerts.
    • Zendesk: Set up your Zendesk credential.
  3. Adjust the Cron Trigger: Configure the "Cron" node (ID: 7) to your desired schedule for checking SLAs (e.g., every hour, once a day).
  4. Customize Google Sheets Read Node: Update the "Google Sheets" node (ID: 18) to correctly read data from your specific Google Sheet. Ensure the column names match those expected by the "Function" node.
  5. Review and Customize Logic:
    • Function Node (ID: 14): This node contains the core logic for evaluating SLA. You may need to adjust the JavaScript code to match your specific SLA rules and data structure from Google Sheets.
    • If Node (ID: 20): This node filters items based on the SLA evaluation. Customize its conditions if your escalation criteria differ.
  6. Configure Slack Notification: Update the "Slack" node (ID: 40) with the desired message format for alerts, referencing data from previous nodes.
  7. Configure Zendesk Update: Update the "Zendesk" node (ID: 123) to perform the necessary actions on tickets (e.g., updating priority, adding a tag, assigning to a group) when an SLA is breached.
  8. Activate the Workflow: Once configured, activate the workflow to start proactive SLA monitoring.

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