Automatisation Zendesk avec n8n : gestion des commentaires tickets
Ce workflow n8n a pour objectif d'automatiser la gestion des commentaires sur les tickets Zendesk en intégrant des données de Pipedrive. Dans un contexte où la réactivité et la qualité du service client sont primordiales, ce processus permet de synchroniser efficacement les commentaires des tickets avec les informations des contacts dans Pipedrive. Les entreprises qui utilisent à la fois Zendesk et Pipedrive peuvent ainsi améliorer leur flux de travail et réduire le temps passé à gérer manuellement les commentaires. Étape 1 : le workflow est déclenché chaque jour à 09:00 grâce à un nœud Cron. Étape 2 : il récupère les tickets mis à jour depuis la dernière exécution, en utilisant le nœud Zendesk. Étape 3 : les commentaires associés à ces tickets sont extraits via une requête HTTP. Étape 4 : le workflow vérifie si les commentaires sont nouveaux et s'ils proviennent d'un canal email. Étape 5 : les commentaires sont ensuite traités et ajoutés comme notes dans Pipedrive, tout en évitant les doublons grâce à une fonction de filtrage. Ce workflow offre une valeur ajoutée significative en réduisant les erreurs humaines et en optimisant le temps de réponse aux clients, ce qui améliore la satisfaction client et l'efficacité opérationnelle. Tags clés : automatisation, Zendesk, Pipedrive.
Vue d'ensemble du workflow n8n
Schéma des nœuds et connexions de ce workflow n8n, généré à partir du JSON n8n.
Détail des nœuds du workflow n8n
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"meta": {
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"functionCode": "// Code here will run once per input item.\n// More info and help: https://docs.n8n.io/nodes/n8n-nodes-base.functionItem\n// Tip: You can use luxon for dates and $jmespath for querying JSON structures\n\n// Add a new field called 'myNewField' to the JSON of the item\nconst staticData = getWorkflowStaticData('global');\n\nif(!staticData.lastExecution){\n staticData.lastExecution = new Date().toISOString();\n}\n\nitem.executionTimeStamp = new Date().toISOString();\nitem.lastExecution = staticData.lastExecution;\n\n\nreturn item;"
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"functionCode": "// Code here will run once per input item.\n// More info and help: https://docs.n8n.io/nodes/n8n-nodes-base.functionItem\n// Tip: You can use luxon for dates and $jmespath for querying JSON structures\n\n// Add a new field called 'myNewField' to the JSON of the item\nconst staticData = getWorkflowStaticData('global');\n\nstaticData.lastExecution = $item(0).$node[\"Get last execution timestamp\"].executionTimeStamp;\n\nreturn item;"
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{
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{
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{
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"parameters": {
"url": "=https://n8n.zendesk.com/api/v2/tickets/{{$json[\"id\"]}}/comments",
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{
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{
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"parameters": {
"options": {
"query": "=updated>{{ $json[\"lastExecution\"] }}",
"sortBy": "updated_at",
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"credentials": {
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{
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"name": "Channel is email",
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"position": [
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"parameters": {
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{
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{
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"value": "={{ $json[\"id\"] }}"
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{
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"type": "n8n-nodes-base.pipedrive",
"position": [
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"parameters": {
"term": "={{ $json[\"SearchEmail\"] }}",
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{
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"name": "Remove duplicates to make search efficient",
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{
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{
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{
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"parameters": {
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{
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"name": "Add comment as a note in Pipedrive",
"type": "n8n-nodes-base.pipedrive",
"position": [
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],
"parameters": {
"content": "=Message imported from Zendesk\n------------------------------------------------\nFrom {{$json[\"via\"][\"source\"][\"from\"][\"name\"] ?? 'Zendesk user'}}\n------------------------------------------------\n{{$json[\"body\"]}}",
"resource": "note",
"additionalFields": {
"person_id": "={{$item(0).$node[\"Process commenst per ticket\"].json[\"PipeDrivePersonId\"]}}"
}
},
"credentials": {
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"name": "Pipedrive account"
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{
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{
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"name": "Every day at 09:00",
"type": "n8n-nodes-base.cron",
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"parameters": {
"triggerTimes": {
"item": [
{
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{
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"name": "Done processing",
"type": "n8n-nodes-base.if",
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"parameters": {
"conditions": {
"boolean": [
{
"value1": "={{$node[\"Process commenst per ticket\"].context[\"noItemsLeft\"]}}",
"value2": true
}
]
},
"combineOperation": "any"
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],
"connections": {
"New comment": {
"main": [
[
{
"node": "Add comment as a note in Pipedrive",
"type": "main",
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],
[
{
"node": "NoOp2",
"type": "main",
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]
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},
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{
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"type": "main",
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],
[
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},
"Channel is email": {
"main": [
[
{
"node": "Set search email",
"type": "main",
"index": 0
},
{
"node": "Add Pipedrive person Id to Zendesk tickets",
"type": "main",
"index": 0
}
],
[
{
"node": "NoOp",
"type": "main",
"index": 0
}
]
]
},
"Set search email": {
"main": [
[
{
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"type": "main",
"index": 0
}
]
]
},
"Every day at 09:00": {
"main": [
[
{
"node": "Get last execution timestamp",
"type": "main",
"index": 0
}
]
]
},
"Add comments to tickets": {
"main": [
[
{
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"type": "main",
"index": 0
}
]
]
},
"Search persons by email": {
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"type": "main",
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}
]
]
},
"Pipedrive person Id found": {
"main": [
[
{
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"type": "main",
"index": 0
},
{
"node": "Add comments to tickets",
"type": "main",
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}
],
[
{
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"type": "main",
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]
]
},
"Process commenst per ticket": {
"main": [
[
{
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"type": "main",
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}
]
]
},
"Get last execution timestamp": {
"main": [
[
{
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"type": "main",
"index": 0
}
]
]
},
"Get Zendesk comments for tickets": {
"main": [
[
{
"node": "Add comments to tickets",
"type": "main",
"index": 1
}
]
]
},
"Split comments to seperate items": {
"main": [
[
{
"node": "New comment",
"type": "main",
"index": 0
}
]
]
},
"Add comment as a note in Pipedrive": {
"main": [
[
{
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"type": "main",
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]
]
},
"Get tickets updated after last execution": {
"main": [
[
{
"node": "Channel is email",
"type": "main",
"index": 0
}
]
]
},
"Rename fields and keep only needed fields": {
"main": [
[
{
"node": "Add Pipedrive person Id to Zendesk tickets",
"type": "main",
"index": 1
}
]
]
},
"Add Pipedrive person Id to Zendesk tickets": {
"main": [
[
{
"node": "Pipedrive person Id found",
"type": "main",
"index": 0
}
]
]
},
"Remove duplicates to make search efficient": {
"main": [
[
{
"node": "Search persons by email",
"type": "main",
"index": 0
}
]
]
}
}
}Pour qui est ce workflow ?
Ce workflow s'adresse aux entreprises utilisant Zendesk et Pipedrive, notamment dans les secteurs du service client et de la gestion des ventes. Il est conçu pour des équipes ayant une connaissance intermédiaire des outils d'automatisation et souhaitant optimiser leurs processus de gestion des tickets.
Problème résolu
Ce workflow résout le problème de la gestion manuelle des commentaires sur les tickets Zendesk, ce qui peut entraîner des retards et des erreurs. En automatisant ce processus, les entreprises éliminent les frustrations liées à la recherche d'informations et à la mise à jour des tickets, tout en garantissant que les commentaires sont correctement associés aux contacts dans Pipedrive. Les utilisateurs bénéficient ainsi d'une meilleure organisation et d'une réactivité accrue dans leur service client.
Étapes du workflow
Étape 1 : le workflow est déclenché chaque jour à 09:00. Étape 2 : il récupère les tickets mis à jour depuis la dernière exécution. Étape 3 : les commentaires des tickets sont extraits via une requête HTTP. Étape 4 : une vérification est effectuée pour déterminer si les commentaires sont nouveaux et proviennent d'un canal email. Étape 5 : les commentaires sont traités et ajoutés comme notes dans Pipedrive, tout en évitant les doublons.
Guide de personnalisation du workflow n8n
Pour personnaliser ce workflow, vous pouvez modifier l'heure de déclenchement dans le nœud Cron selon vos besoins. Il est également possible d'ajuster les paramètres de la requête HTTP pour cibler des tickets spécifiques ou d'autres types de données dans Zendesk. Pensez à vérifier les identifiants de connexion pour Pipedrive et Zendesk afin d'assurer une intégration fluide. Enfin, vous pouvez ajouter des nœuds supplémentaires pour intégrer d'autres outils ou services selon vos processus métiers.