New Ticket Alerts to Teams

For Microsoft Teams, this automated workflow alerts the Dispatch Team of new tickets every minute during business hours, ensuring timely responses to customer issues. It filters out previously sent tickets, consolidates similar company tickets, and logs ticket IDs in Redis for efficient tracking, enhancing team collaboration and response efficiency.

7/8/2025
8 nodes
Complex
schedulecomplexschedule triggerredismicrosoftteamsautomationcronapiintegration
Categories:
Schedule TriggeredComplex WorkflowData Processing & Analysis
Integrations:
Schedule TriggerRedisMicrosoftTeams

Target Audience

This workflow is ideal for:
- IT Support Teams: Those managing ticketing systems and needing to streamline notifications for new tickets.
- Dispatch Teams: Individuals responsible for assigning or responding to new tickets in a timely manner.
- Automation Enthusiasts: Users looking to automate repetitive tasks to improve efficiency and reduce manual intervention.
- Business Analysts: Professionals analyzing ticket trends and needing consolidated reports on new tickets.

Problem Solved

This workflow addresses the challenge of efficiently notifying teams about new tickets in a ticketing system. By automating the process:
- Teams receive real-time alerts for tickets marked as New or New (email).
- It filters out tickets that have already been sent, ensuring that teams are not overwhelmed with duplicate notifications.
- Consolidates information about tickets from similar companies, making communication clearer and more organized.

Workflow Steps

  • Schedule Trigger: The workflow is initiated every minute during working hours (8 AM to 4 PM, Monday to Friday).
    2. Get New Tickets: It fetches new tickets from the ConnectWise API based on specific criteria (e.g., status and board).
    3. Add Filterable Parameter: Each ticket's ID is converted to a string and prepared for filtering.
    4. Query Database: It checks Redis to see if the ticket ID has already been logged.
    5. Filter Out Tickets that have already been sent: Tickets already processed are filtered out to avoid duplication.
    6. Combine like Companies: Similar tickets from the same company are grouped together for concise reporting.
    7. Teams to Dispatch: A message is sent to the Microsoft Teams channel, informing the Dispatch Team of new tickets, including relevant details.
    8. Log in Redis: Finally, the ticket ID is logged in Redis to prevent future duplicate notifications.

    • Customization Guide

    To customize this workflow:
    - Adjust Schedule: Modify the cron expression in the Schedule Trigger to change the frequency and timing of checks (e.g., /5 * for every 5 minutes).
    - Change API Endpoint: Update the URL in the Get New Tickets node to connect to a different ticketing system if needed.
    - Modify Filtering Logic: Alter the filtering parameters in the Query Database node to include or exclude specific ticket IDs or statuses.
    - Customize Teams Message: Edit the message format in the Teams to Dispatch node to include additional ticket details or change the message style.
    - Enhance Data Processing: Adjust the JavaScript code in Combine like Companies to better fit your data structure or to include additional fields.

    New Ticket Alerts to Teams - N8N Workflow Directory