Installation guide for the Ticket Parser Extract Patterns app

Watch the installation video (written step-by-step guide below)

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Ticket Parser by Knots") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Ticket Parser by Knots app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.

  

4. Set up the app

1. On the main page of the app, click Create a trigger.
   
2. Give your trigger a 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}} = Find information in the latest ticket comment (commonly used along with our Convert PDFs, Scans + Images to Text to pull information after PDFs/images/PNGs are converted from image to text)
   

4. For Search type, choose Text pattern search.
   
5. Specify the destination field to store the extracted results and add a tag for when the pattern is found.

   

6. Enter your regex pattern in the Search for pattern field.
   (Need help? Visit regex101.com or contact regex@knots.io).

   

   Here's an example:

   

7. Click Create to finish.

For more information about the app, visit Ticket Parser. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.