Ticket Parser Installation and Setup Guide – KNOTS

The guide below will help users seamlessly identify important information found inside of the ticket to autofill the appropriate Ticket Fields in Zendesk.

Here is a full walkthrough video, or feel free to read the documentation found below.

Prerequisites:

Identify which static information you would like automatically filled into Zendesk Ticket Fields.
- *Tip: If there is any copy-and-paste task that your customer service agents are currently doing manually, this can be completely automated.
- Some examples include (Order or customer ID, Vehicle license number, Serial number, IBAN, Invoice number, Offer number, etc...)
Utilize the ticket parser to identify and extract specific patterns from the ticket or its attachments, storing the results in the chosen custom ticket field.

1. Installing the Ticket Parser App

How to Install:
1. Use this link to access the app in the Zendesk marketplace.
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:

Access one of the Knots Apps or go to https://app.knots.io/
Click on 'create an account.'
Fill in your email, set a password, and choose a team name.
After logging in, set up a connector. This usually gets suggested based on your current Zendesk instance.
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

We're here to help!
- *Please note that we provide free setup and error monitory, if you are not familiar with Regular Expressions OR if you would like us to help you please reach out to us at regex@knots.io We are very happy to jump on a call or email you for support.
Steps:
1. On the main page of the app, hit the 'create a trigger' button.

1. Create a trigger name
2. 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

1. For 'search type,' pick "Text pattern search."

1. Specify the destination field to store the extracted results and add a tag for when the pattern is found.
2. In the "Search for pattern (regular expression)" field, input the regex pattern you aim to detect. If regex is unfamiliar territory for you, this website is an excellent resource, or reach out to regex@knots.io for assistance.
  - Example