PDF Ticket Export and Archive

1. Installing the PDF Ticket Export and Archive app

• How to Install:
  1. Go to the Zendesk marketplace and look up "PDF Ticket Export and Archive". Alternatively, you can use this link.
  2. Click on the 'install' button located on the right side.
  3. Choose the Zendesk instance where you want to install the app.
  4. Follow the redirection to your Zendesk Admin space. (Ensure you have admin rights.)
  5. Here, you can rename the app, but by default, it's labeled as "PDF Ticket Export and Archive" Decide if you'd like to enable role or group restrictions.
  6. Finally, hit the 'install' button.

2. Accessing the App

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

3. Create an account

•  On the settings page be sure to go to "Login". Create a new account or Login if you are already a knots customer. 

4. Create a new trigger

• All our apps create Zendesk trigger for you. You can do the initial setup of the trigger directly in the app. 
• Click on the + New trigger button

• Trigger name - give the trigger a name of your choice.
• Add a tag when triggering - for the optimal flow control and Explore analytics we advice to set a tag here. This will be also used to prevent trigger loops. You can set e.g. "export_started".
• Add a tag after ticket is exported - set a tag after a ticket was successfully exported. This also helps for analysis. Set something like "export_finished". 
• Connector - the ticket will be exported as a .pdf file. Also all attachments will be downloaded and also stored in the destination path. The exporter works out of the box with FTP/SFTP server or Sharepoint. If not yet done, please create a connector. Click on the blue square with the arrow to get to https://app.knots.io/modules/connectors
• Go to the add new connector section and choose the System, e.g. SFTP
• Give the connector specific information
• Connector name - any name that makes it clear to you to identify the connection. 
• Base URL - in case of SFTP a domain or IP address
• Username - your SFTP username
• Password - your SFTP password
• Port - default on most SFTP servers is 22. Adjust this if you know for sure, that you use a different port. 
• Setup connector - Click it for creating the connection
• You can choose this connector now in the app under the given name
• Destination path - this will be the folder where the ticket is stored. You can use Zendesk liquid placeholder to have dynamic paths. As example give {{ticket.id}} if a ticket and all attachments should be stored in a subfolder with the ticket id as a name. All placeholder are supported, even with the according liquid methods: https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference
• PDF File Name - the filename the pdf of the ticket will be stored. If you just give the ticket id as in the path, it will only be called like 1.pdf or 2.pdf. You can give any placeholder here as well. 
• Close ticket after export - optional - if a ticket is exported successfully you can directly close it and make sure the exported ticket matches the state of the ticket within Zendesk forever. 

5. 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 then to your local date. 
• Include into exported ticket - here you can choose, what you want the pdf to show. Uncheck a button, if you want to exclude e.g. private comments from the final pdf. 
• Save and Activate - create the trigger and activate it. 

6. Check Trigger conditions

• Click on the blue square with the arrow to go directly to the created trigger -> Zendesk Trigger configuration

• If needed, you can further adjust the trigger conditions. Please, do not change the Action section, since this is crucial for the app to work. You are free to adjust the trigger conditions further to your specific needs
• It might make sense to only export solved tickets and close them after the successful export (see option above)

7. Test the export

• You are all set to export the tickets according to your criteria. You can see the created folders, pdfs and attachments on your SFTP server. 
• If you need to export all of your tickets or historical tickets, please reach out to us! We provide custom export scripts to make sure all your data gets exported and archived in a fast and secure way.