AI/ML

Automate SLA Monitoring with n8n Workflows

Overview

n8n checks Zendesk tickets against SLA deadlines, alerting the team via Slack if a breach is imminent.

Prerequisites

n8n installed.
Zendesk account with API access.
Slack account with bot token.

Workflow Setup

1. Prepare n8n Environment

Navigate to http://localhost:5678 (or your n8n URL) and log in with your credentials. In the sidebar, click “Workflows,” then select “+ New” and name it (e.g., “SLA Monitor”). Click “+” on the canvas to open the node selector.

2. Trigger Node: Cron

Node: Cron

Settings:

Cron Expression: */15 * * * * (every 15 minutes)

Output: Periodic trigger.

3. Fetch Tickets Node: Zendesk

Node: Zendesk

Settings:

Credentials: Zendesk API token
Resource: Ticket
Operation: Get Many
Query: status:open

Output: Open tickets (e.g., {{ $json.tickets[0].created_at }}).

4. Check SLA Node: Function

Node: Function

Settings:

Code:

const created = new Date($node["Zendesk"].json.tickets[0].created_at);const now = new Date();const hours = (now - created) / 1000 / 60 / 60;return [{ json: { atRisk: hours > 4 } }]; // SLA: 5 hours

Output: SLA status.

5. Alert Node: Slack

Node: Slack

Settings:

Credentials: Slack Bot Token
Channel: #support-sla
Text: SLA Risk: Ticket #{{ $node["Zendesk"].json.tickets[0].id }} nearing 5-hour limit
Condition: {{ $node["Function"].json.atRisk }}

Output: Alert sent if at risk.