Installation guide for the Export Tickets as PDF app

Installation videos (written step-by-step guide below)

The app offers two main methods for exporting tickets: Trigger-based setup and Batch export setup. We've prepared two video guides tailored to each method. Please select the one that matches your setup.

Not sure which setup applies to you? Click here to read this article for a detailed comparison of the two export methods.

• Trigger-based setup
  For real-time ticket exports triggered by specific conditions (e.g., ticket status change).

• Batch export setup
  For exporting multiple tickets at scheduled intervals or on demand.

Where can the exported tickets be stored?

Exported tickets can be stored in a variety of supported platforms. Here’s a quick list:

• SFTP
• FTP
• AWS (Amazon S3)
• SharePoint
• Dropbox

To connect to these platforms, please follow the configuration steps outlined in Step 4 of this guide. 
For a complete list of supported platforms and their setup instructions, please refer to our connectors setup guide.

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: "Export Tickets as PDF") 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 Export Tickets as PDF 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 new trigger

1. In the app, click the + New trigger button. All our apps create a Zendesk trigger for you. You can do the initial setup of the trigger directly in the app.
2. Fill in the following fields:
   • Trigger name: Enter a name for your trigger.
   • Add a tag when triggering: (Recommended) Use a tag like export_started to help with tracking and analytics.
   • Add a tag after ticket is exported: Use a tag like export_finished to track completed exports and avoid duplicate exports or trigger loops.
3. Select a connector - This determines where the exported tickets and attachments will be stored. The tickets will be exported as PDF files.
   • If you haven’t set one up yet, please create a connector. Click the blue square with the arrow to open the Knots connectors dashboard.
   • There, click Add new connector and select the system, e.g., SFTP
   • Provide the required information:
     • Connector name: A name you'll recognize later.
     • Base URL: The domain or IP address (for example, for SFTP).
     • Username and Password
     • Port: The default is 22 for most SFTP servers.
     • Click Setup connector to finish.
   • After setup, return to the app in Zendesk and select the new connector from the dropdown.
4. Choose a Destination path: This is the folder where tickets and attachments will be saved.
   • You can use Zendesk placeholders like {{ticket.id}} to create dynamic folder paths.
   • For more placeholder options, see the Zendesk placeholders reference.
5. Set the PDF File Name: Set the name of the exported PDF. Zendesk placeholders are supported here as well.
6. (Optional) Close ticket after export: Enable this if you want tickets to automatically close after a successful export, keeping it in sync with your external archive.
7. (Optional) Delete ticket after export: Enable this if you want tickets to automatically be deleted after a successful export.
8. (Optional) Redact attachments after export: Enable this if you want the attachments to be redacted automatically after a successful export.
   

5. (Optional) Set up the advanced configuration options

• Timezone - Zendesk uses UTC by default. If you want the dates on the PDF in the format of your region, please choose the correct time zone here. We will convert the time to your local format.
• Include into the exported ticket - here you can choose what ticket information you want the PDF to contain. Uncheck a button of what you want to exclude, e.g., private comments, ticket tags, or metadata. 

Click Save and Activate to create the trigger and activate it. 

6. Check trigger conditions

Click the blue square with the arrow to open the created trigger in your Zendesk trigger configuration.

• You can modify the Conditions section to match your use case. For example, only export solved tickets.
• Please do not change anything in the Actions section. This is essential for the app to function correctly.

7. Test the export

You’re all set!

• Export a ticket based on your conditions.
• Then, check your SFTP or destination system to confirm that folders, PDFs, and attachments have been created as expected.

For more information about the app, visit Export Zendesk Tickets as PDF. 

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