Step 2: Connect Zendesk and Filter Open Tickets

Pull all tickets from Zendesk and filter only open records for processing.

1. Open Retrieve Zendesk Tickets and set Operation to getAll and Return All to true.
2. Credential Required: Connect your zendeskApi credentials in Retrieve Zendesk Tickets.
3. In Filter Open Status, set the condition to Left Value {{ $json.status }}, Operation equals, and Right Value open.
4. Connect Retrieve Zendesk Tickets → Filter Open Status → Fetch Requester Profile.
5. In Fetch Requester Profile, set Resource to user, Operation to get, and ID to {{ $json.requester_id }}.
6. Credential Required: Connect your zendeskApi credentials in Fetch Requester Profile.

Step 3: Compute Ticket Metrics and Evaluate Alerts

Enrich each ticket with SLA and priority logic, then branch for alert-worthy items.

1. In Add Computed Metrics, add the following fields using expressions:
2. Set ticket_age_days to {{ Math.floor((new Date() - new Date($('Filter Open Status').item.json.created_at)) / (1000 * 60 * 60 * 24)) }}.
3. Set priority_score to {{ $('Filter Open Status').item.json.priority === 'urgent' ? 4 : $('Filter Open Status').item.json.priority === 'high' ? 3 : $('Filter Open Status').item.json.priority === 'normal' ? 2 : 1 }}.
4. Set sla_status to {{ Math.floor((new Date() - new Date($('Filter Open Status').item.json.created_at)) / (1000 * 60 * 60 * 24)) > 7 ? 'BREACHED' : Math.floor((new Date() - new Date($('Filter Open Status').item.json.created_at)) / (1000 * 60 * 60 * 24)) > 5 ? 'AT_RISK' : 'OK' }}.
5. Set ticket_data to {{ $('Filter Open Status').item.json }} and user_data to {{ $json }}.
6. In Evaluate Priority Alerts, set the condition to Left Value {{ $json.sla_status }}, Operation notEquals, and Right Value OK.
7. Connect Fetch Requester Profile → Add Computed Metrics → Evaluate Priority Alerts.

Step 4: Configure Slack Alerts and Sheet Updates

Create alert messages and send them to Slack while logging ticket rows to Google Sheets.

1. In Compose Slack Notice, set alert_message to the multi-line expression that formats the ticket alert, including the URL with https://[YOUR_ID].zendesk.com/agent/tickets/{{ $json.ticket_data.id }}.
2. Evaluate Priority Alerts routes alert-eligible tickets to Compose Slack Notice and non-alert tickets directly to Update Main Sheet.
3. Compose Slack Notice outputs to both Dispatch Slack Alert and Update Main Sheet in parallel.
4. In Dispatch Slack Alert, set Text to {{ $json.alert_message }} and choose your channel (e.g., #ticket-alerts).
5. Credential Required: Connect your slackApi credentials in Dispatch Slack Alert.
6. In Update Main Sheet, keep Operation as appendOrUpdate and map columns like Ticket No. → {{ $json.ticket_data.id }} and Last Updated → {{ $now.toISO() }}.
7. Credential Required: Connect your googleSheetsOAuth2Api credentials in Update Main Sheet.

Step 5: Generate Summary Metrics and Refresh the Dashboard

Aggregate open ticket statistics and write the results to a dashboard sheet.

1. Review Compute Summary Metrics and keep the JavaScript as provided to calculate counts, SLA stats, and averages.
2. Connect Update Main Sheet → Compute Summary Metrics → Refresh Dashboard Sheet.
3. In Refresh Dashboard Sheet, keep Operation as appendOrUpdate and ensure Matching Columns include Metric.
4. Credential Required: Connect your googleSheetsOAuth2Api credentials in Refresh Dashboard Sheet.

Step 6: Test and Activate Your Workflow

Run a manual test to verify ticket sync, Slack alerts, and sheet updates before enabling production use.

1. Click Execute Workflow from Manual Start Trigger to run the flow end-to-end.
2. Confirm open tickets pass through Filter Open Status and are enriched by Add Computed Metrics.
3. Verify alert-worthy tickets post to Slack via Dispatch Slack Alert and all tickets append/update in Update Main Sheet.
4. Check that Refresh Dashboard Sheet receives summary stats from Compute Summary Metrics.
5. When satisfied, toggle the workflow to Active for production use.