Installation guide for AI Ticket Autofill

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. Installing the AI Ticket Autofill app

1. 1. Use this link to access the app in the Zendesk marketplace.
   2. Click on the Install button located on the right side.
   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. Here, you can rename the app, but by default, it's labeled as "AI Autofill by Knots" 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, and then choosing Support.
• In the Support workspace, click on the AI Ticket Autofill 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. Creating a Knots account

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

4. Creating a new trigger

1. Name your trigger according to the classification requirement (upper left corner).
2. 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).  

3. Specify the tag that will be added when search term is found.

4. Once you've finished configuring the trigger, click Save and Activate. The trigger will now be live and start working immediately.

   
   
   

5. Advanced configuration

• 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. Testing 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.