How to define the order of parsed occurence

By default, the app looks for information in this order:

• Ticket subject ({{ticket.subject}})
• Ticket description ({{ticket.description}} – This is usually the body of the email)

You can choose which parts of the ticket the app looks at first. To change the order:

1. Go to the Text source which conatins pattern.
2. Rearrange the placeholders in the order you prefer.
   For example, you can move {{ticket.description}} before {{ticket.subject}}.

This helps the app search where it’s most likely to find useful information first.

You can make changes based on different parts of a ticket:

• Just the description (the main message from the requester)
• Just the comments (replies or updates in the ticket).

Check out the full list of Zendesk placeholders here: Zendesk Support placeholders reference
 

Need help or want to learn more about Knots automations?
Feel free to reach out to us at support@knots.io or get in touch via our contact form.