Installation guide for the Convert PDFs, Scans + Images to Text app (formerly PDF and Scanned Documents)

Watch the setup video here: Convert PDFs, Scans + Images to Text

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: "Convert PDFs, Scans + Images to Text") 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 Convert PDFs, Scans + Images to Text 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. Create a trigger

• Open the app and click Create trigger.

  

• Add a name for the trigger.
• Select which file extensions you want to transcribe as text (pdf, jpg, jpeg, png, or heic).
• Add a tag when the trigger starts and when the document has been processed. For more information about why it's important to add tags when triggering, check this article.
• Add the destination field.
• Click Create.
• After the trigger is created, it will be inactive by default. Toggle Active option to turn it on. Alternatively, you can click the provided link to access the Admin center for activation and to extend trigger conditions. 

4. Optional: Enhance automation with Knots autofill modules

To maximize efficiency and reduce manual labor, consider combining the OCR for PDF and Scanned Documents app with the AI Ticket Autofill app or Ticket Parser app. While the OCR app extracts and digitizes text from scanned documents, these apps can automatically populate ticket fields with this information or other contextual data.

This combination allows your team to:

• Minimize repetitive data entry tasks.
• Ensure accuracy by reducing manual input errors.
• Speed up ticket processing times, enabling faster customer support.

By integrating these tools, you create a seamless workflow that leverages automation for a smarter, more efficient Zendesk experience.

For more information about the app, visit OCR for Zendesk: Convert images to text.

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

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