Installing the Change Ticket Requester App – KNOTS

Navigate to your agent workspace. This can be done by clicking on the icon with four squares located at the top-right corner, and then choosing Support.
In the Support workspace, spot the Change Ticket Requester app 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.

On the Settings page, go to "Login" to create a new account or log in if you are already a Knots customer.

Begin by naming your trigger. Choose a clear and descriptive name, such as "Change Ticket Requester," to easily identify its purpose.
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.
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".
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.
Finally, click Save and Activate. This will enable the system to start detecting the pattern and adding tags accordingly.

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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