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New Ticket Alerts to Teams

This workflow automatically retrieves newly created tickets from the ConnectWise system and merges similar tickets based on company and site, pushing them in real-time to the Dispatch team on Microsoft Teams. It checks for new tickets every minute through scheduled tasks, while utilizing a Redis database to avoid duplicate notifications, ensuring the team receives the latest ticket information promptly. This process significantly enhances ticket processing efficiency and team collaboration, making it suitable for IT service management and customer support scenarios.

Workflow Diagram
New Ticket Alerts to Teams Workflow diagram

Workflow Name

New Ticket Alerts to Teams

Key Features and Highlights

This workflow automatically retrieves newly created tickets from the ConnectWise system, filters out tickets that have already been sent, consolidates similar tickets by company and site, and pushes the aggregated information in real-time to a designated Dispatch team chat channel in Microsoft Teams. It employs scheduled triggers (executing every minute from 8 AM to 4 PM on weekdays) to ensure timely updates and notifications of ticket information.

Core Problems Addressed

  • Avoiding Duplicate Notifications: Utilizes a Redis database to query and record sent tickets, preventing repeated alerts.
  • Information Consolidation and Categorization: Groups multiple tickets from the same company and site to reduce redundancy and enhance Dispatch team processing efficiency.
  • Real-Time and Efficient Notifications: Sends formatted messages via Microsoft Teams, enabling the team to instantly receive updates on new tickets and improve response times.

Use Cases

  • Automating ticket notifications in IT service management
  • Enabling customer service or technical support teams to respond quickly to new tickets
  • Centralized aggregation and distribution of tickets in multi-team collaboration environments
  • Enterprises leveraging Microsoft Teams as their internal communication platform

Main Workflow Steps

  1. Scheduled Trigger: Automatically triggers every minute from 8 AM to 4 PM on weekdays via the Schedule Trigger node.
  2. Fetch New Tickets: Calls the ConnectWise API to retrieve tickets with statuses "New," "New (email)," or "New (portal)" that belong to specified boards.
  3. Parameter Processing: Converts ticket IDs to strings to facilitate subsequent data processing and matching.
  4. Query Redis Database: Checks whether the ticket has already been notified.
  5. Filter Duplicate Tickets: Removes tickets already recorded in Redis, retaining only new, unnotified tickets.
  6. Merge Tickets by Company/Site: Groups tickets by company and site, aggregating ticket numbers and summary information.
  7. Send Teams Notification: Sends the organized ticket information in HTML format to the designated Microsoft Teams chat channel.
  8. Record Sent Tickets: Writes the notified ticket IDs into Redis to prevent duplicate notifications.

Involved Systems and Services

  • ConnectWise: Source of ticket data, accessed via API to obtain newly created tickets.
  • Redis: Caching database used to store notified ticket IDs for deduplication.
  • Microsoft Teams: Notification channel that delivers real-time ticket information to the Dispatch team.
  • n8n Automation Platform: Integrates scheduling, API calls, code processing, data storage, and message sending nodes to build the complete automated workflow.

Target Users and Value

  • IT support team managers and dispatch coordinators: Automates manual ticket notification processes, saving time.
  • Customer service and technical support teams: Ensures rapid awareness and response to new tickets, enhancing service quality.
  • Internal operations and collaboration teams: Facilitates efficient communication via Teams, reducing information omissions.
  • Medium to large enterprises aiming to improve ticket handling efficiency and minimize redundant notifications.

By automating the integration of multiple systems, this workflow optimizes ticket notification and team collaboration processes, enabling the Dispatch team to grasp all critical ticket updates immediately and significantly improve response speed and handling efficiency.