Changing the Ticket Requester Automatically in Zendesk

Here you will learn how to automatically change the ticket requester in Zendesk. This is very useful, in case you have tickets created by our system or a no-reply email, or either if the ticket is created by a third-party or a partner and you want to contact the end user. This process uses the "Ticket Parser" app by Knots.

Prerequisites:

1. Ensure that you have an email address in the ticket that will be the final requester. The email can be available in the ticket title, body, internal comments or even attachments (for this please see OCR first).

1. Installing the Ticket Parser App

• How to Install:
  1. Go to the Zendesk marketplace and look up "Ticket Parser by Knots." Alternatively, you can use this link.
  2. Click on the 'install' button located on the right side.
  3. Choose the Zendesk instance where you want to install the app.
  4. Follow the redirection to your Zendesk Admin space. (Ensure you have admin rights.)
  5. Here, you can rename the app, but by default, it's labeled as "Ticket Parser by Knots." Decide if you'd like to enable role or group restrictions.
  6. Finally, hit the 'install' button.

2. Accessing the App

• Navigate to your agent workspace. This can be done by clicking on the icon with four squares located at the top-right corner, then choosing "Support."
• In the Support workspace, spot the Ticket Parser icon  on the left after the settings symbol. 
• Note: If you have numerous apps installed, it might be hidden under the three dots at the lower left part of your screen. Click on this icon to proceed.

3. Creating an Account with Knots

For New Users:

1. Access one of the Knots Apps or go to https://app.knots.io/
2. Click on 'create an account.'
3. Fill in your email, set a password, and choose a team name.
4. After logging in, set up a connector. This usually gets suggested based on your current Zendesk instance.
5. Under the module management page, pick the "Ticket Parser." Click 'add' and then choose your billing entity along with the connector. Ensure you agree with the terms and conditions before hitting 'buy.'

Good to Know: First-time users of Knots will receive a 14-day free trial without requiring any credit card or billing details.

4. Setting Up Ticket Parsing Triggers and Automatic Change Requester

1. On the main page of the app, hit the 'create a trigger' button.
   
2. Create a trigger name
3. Choose the source containing the required information. Zendesk placeholder documentation can be accessed here.
   
   Here are some common placeholders:
   {{ticket.title}} = Find information in the subject line of the email/ticket
   {{ticket.description}} = Find information in the body of the email/ticket
   {{ticket.latest_comment}} = commonly used along with our OCR reader to pull information after PDF/images/pngs are converted from image to text. Find information in the ticket comment
   
   
4. For 'search type,' pick "User search by email address".
5. Specify the destination field to store the extracted results and add a tag for when the pattern is found. In this case, the template will automatically show the field "Requester".
6. In the "Search for pattern (regular expression)" field, input the regex pattern you aim to detect. In our template, you will be looking for an email address. If regex is unfamiliar territory for you, this website is an excellent resource, or reach out to regex@knots.io for assistance.
7. At the bottom, click 'create.'