Installing AI Ticket Redaction

1. Installing the AI Ticket Redaction 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 Ticket Redaction 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   at the top-right corner, and then choosing Support.
• In the Support workspace, click the AI Ticket Redaction icon  on the left after the settings symbol. 
  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. Creating a new trigger

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 to help you easily identify it later, e.g. "Redact Credit Card"
   

4. Specify in the Rule 1 what information you want to redact.
   Caution: Permanent Data Removal!
   Be cautious when setting up redaction rules, as the app leverages Zendesk's functionality, which permanently removes data from the ticket. Make sure to configure the rules and conditions carefully to avoid accidentally deleting important information. 
   
   • Start by specifying the type of information the app should look for in ticket titles and recent ticket comments. Enter the type of information you want to remove, such as a Company Name, Order ID, or Email address.
   • (Optional) Provide an example of the information being redacted to help clarify.
   • Enter the tag that will automatically be added to the ticket once the specified term is redacted.
5. (Optional) Once you’ve configured the rule, you can add more by clicking + New Rule.

5. (Optional) Advanced Configuration

If you need more specific options, toggle Advanced Configuration. This will unlock additional options for more control over the redaction process:

• Search location: In this section, select the specific ticket data you want to include in the summary. You can select multiple options using the dropdown menu. "Ticket subject" and "Ticket latest comment" are default options but can be exchanged. 
• 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.
  

• You can also toggle Redact Attachments if you also want the app to redact information from attachments based on the rules you’ve set.

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 trigger conditions.
   

   

3. As soon as the trigger is activated, you will receive an email notification from Knots.

For more information about the app, visit AI Ticket Redaction for 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.