Installation guide for the AI Ticket Summary app

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: "AI Ticket Summary by Knots") 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 AI Ticket Summary 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. Set up the app

1. Navigate to your Trigger List in the app settings.
2. Click New Trigger to start creating a new automated process.
   
3. Enter a name for your trigger. Make sure the name is descriptive (e.g., "Text Ticket Summary") to help you easily identify it later.

   

4. Under Summary Type, select the format of the summary from the dropdown that best suits your needs:
   • Text Summary: A simple text-based summary.
   • Unordered List Summary: A bullet-point summary.
   • Ordered List Summary: A numbered list summary.
5. Under Save Result To, select the location where you want to store the generated summary. You have the option to save it as a private comment or in a custom multiline ticket field that has been created in advance.
   
   To create the custom field, go to Admin Center > Objects and Rules > Tickets > Fields. After creating the ticket field, return to the setup, refresh the tab, and select the option from the dropdown menu.

5. (Optional) Set up the advanced configuration options

If you need more specific options, toggle Advanced configuration. This will allow you to further customize how the summary is generated and applied within the ticket workflow.

• Summary from: In this section, select the specific ticket data you want to include in the summary. You can select multiple options using the dropdown menu (e.g., ticket subject, ticket description, or all comments).
  
• Add tags that define the start and end of the trigger’s workflow. This ensures a clear flow for when the trigger begins and when it stops. 
  

6. Save and activate the trigger

1. Once you’ve completed the setup, click Save Configuration to save the trigger for future activation. If you want the trigger to be immediately active, click Save and Activate.
2. Once the trigger is created, an option to open the trigger in the Admin center will appear. You can then configure additional conditions.

   

3. When the trigger is activated, you will receive an email notification from Knots.

For more information about the app, visit AI Ticket Summary. 

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