Installing AI Ticket Summary

1. Installing the AI Ticket Summary by Knots App

1. 1. Use this link to open the app in the Zendesk marketplace.
   2. Click the Install button on the right.
   3. Choose the Zendesk instance for the installation.
   4. Follow the redirection to your Zendesk Admin space (ensure you have admin rights).
   5. Optionally, rename the app (default: "AI Ticket Summary by Knots") and set role or group restrictions.
   6. Click Install to complete.

2. Accessing the App

1. Go to your agent workspace by clicking the four squares icon at the top-right, then select Support.
2. In the Support workspace, click the AI Ticket Summary by Knots icon on the left.
   Note: If you have numerous apps installed, it might be hidden under the three dots on 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. Setting up the AI Ticket Summary 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) Advanced Configuration

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. Saving and Activating 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.