Installation guide for the AI Ticket Autofill app – KNOTS

Watch the installation video (written step-by-step guide below):

Note: If the data you want to use with AI Ticket Autofill is contained within an attachment, you will need to use the OCR for PDF and Scanned Documents app to extract the information first.

1. Install the app

Click this link to open the app in the Zendesk Marketplace.
Click the Install button on the right.
Select the Zendesk instance where you want to install the app.
Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
(Optional) Rename the app (default: "AI Ticket Autofill by Knots") or set role/group restrictions as needed.
Click Install to finish the setup.

2. Access the app

Open your Agent Workspace:
- Click the four-square icon at the top-right, then select Support.
In the Support Workspace, find the AI Ticket Autofill 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.

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

Name your trigger according to the classification requirement (upper left corner).
Create the rules for the app. It will allow the app to find the needed information and to store it within the Zendesk fields (ticket, requester, or organization).
Specify the tag that will be added when search term is found.
Once you've finished configuring the trigger, click Save and Activate. The trigger will now be live and start working immediately.

5. (Optional) Set up the advanced configuration options

You can further refine its behavior by clicking on Advanced configuration in the upper right corner and customizing trigger conditions to match your exact requirements.
You can create multiple rules that will run at the same time.

6. Test the trigger with a sample ticket

Create a new ticket to see the app in action.

For more information about the app, visit Autofill Ticket Fields in Zendesk.

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