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Instalation guide for the Change Ticket Requester app

Gabriel
  • Updated

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: "Change Ticket Requester 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 Screenshot 2024-09-19 at 15.01.20.pngat the top-right, then select Support.
  2. In the Support Workspace, find the Change Ticket Requester 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.
      Screenshot 2024-10-07 at 00.05.32.png

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.
    Screenshot 2024-10-07 at 00.06.53.png

4. Set up the app

  1. Begin by naming your trigger. Choose a clear and descriptive name, such as "Change Ticket Requester," to easily identify its purpose.
  2. Select the source from which the trigger will extract information. You can use Zendesk placeholders to specify what part of the ticket the trigger should reference. 
    Common placeholders include:
    {{ticket.title}} – Pulls information from the subject line.
    {{ticket.description}} – Extracts details from the body of the email or ticket.
    {{ticket.latest_comment}}– Works well with our OCR reader to capture information after PDFs or images have been converted to text.
  3. Add a tag to the ticket when the trigger is activated. Enter a new or existing tag to mark that the Change Ticket Requester process has started. For example, use a tag like "change_ticket_requester_started".
  4. In the Search for pattern (regular expression) field, input the regex pattern you want to detect. If you're not familiar with regex, you can use this website as a resource or reach out to us at regex@knots.io for help.
  5. Finally, click Save and Activate. This will enable the system to start detecting the pattern and adding tags accordingly.

Screenshot 2024-10-07 at 00.07.24.png

For more information about the app, visit Change Ticket Requester. 

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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