Keep your dispatch team informed without checking queues. The workflow polls new service tickets, skips ones already sent, groups by company, and posts a clear alert into Microsoft Teams. It suits IT help desks and service providers that need fast ticket intake and fewer missed issues.

On weekdays, a schedule runs every minute and calls the service ticket API to pull only new items. A small code step prepares the ticket id for matching. Redis stores every ticket id that was already announced. A merge step compares new results against Redis and keeps only unseen ids. Another code step groups tickets by site or company so your team gets a single alert per company. The Teams node sends an HTML message to a chosen chat. New ids are then saved back to Redis to avoid duplicates next time.

Setup needs API access to your ticket system, a Microsoft Teams connection, and a Redis store. Expect near real time alerts, less noise, and cleaner dispatch decisions. Great for MSP dispatch, IT triage, and operations control rooms that want fewer pings and quicker response times.

• Weekday schedule runs every minute to catch new tickets fast.
• HTTP request pulls only new service tickets using filter conditions.
• Code step normalizes the ticket id so it matches across steps.
• Redis get and set calls track which ticket ids were already sent.
• Merge filter keeps only tickets that are not found in Redis.
• Company grouping combines tickets by site to reduce noise.
• Microsoft Teams message posts a clean HTML alert to a chosen chat.

• Reduce manual queue checks from 2 hours a day to 5 minutes
• Automate 90% of ticket triage alerts by filtering and grouping
• Eliminate 100% of duplicate alerts with Redis id tracking
• Connect three systems seamlessly for a single source of truth
• Handle 5 times more incoming tickets without extra staffing

1. Import the template into n8n: Create a new workflow in n8n > Click the three dots menu > Select 'Import from File' > Choose the downloaded JSON file.
2. You'll need accounts with Microsoft Teams, ConnectWise Manage and Redis. See the Tools Required section above for links to create accounts with these services.
3. Open the Schedule Trigger node and set the cron to run every minute during business hours. Use the provided expression if it matches your needs.
4. Open the Get New Tickets HTTP Request node. Double click the node, then on the 'Credential to connect with' dropdown, click 'Create new credential', then follow the on screen instructions to integrate that service. Confirm the clientId header is present and that your API returns ticket data.
5. Click Execute Node on Get New Tickets to fetch a sample. Check that each item has an id field and company or site fields you expect.
6. Open the Add Filterable Parameter code step. Confirm it uses the id field. If your data uses a different field name, adjust the code to set item.json.id correctly.
7. Set up Redis credentials used by Query Database and Log in Redis. In the n8n credentials manager, add your Redis host, port, password, and TLS if required. Test the connection.
8. Configure the Microsoft Teams node. Double click the node, then on the 'Credential to connect with' dropdown, click 'Create new credential', then follow the on screen instructions to integrate that service. Set the chat or channel id where alerts should be posted.
9. Run the workflow once. Check the Merge step to confirm only unseen tickets pass through. You should see grouped items reach the Teams node.
10. Verify Redis now contains keys for each sent ticket id. Run again with the same data to confirm duplicates are filtered out and no repeat alert is sent.
11. Troubleshoot: If no tickets appear, review API filters in Get New Tickets. If Teams messages fail, confirm chatId and credential scopes. If duplicates slip through, ensure ids are strings and match exactly in both code and Redis.