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Installation guide for the Process DOCX app

Leafworks
  • Updated

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: "Process DOCX") 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 squares icon Screenshot 2024-09-19 at 15.01.20.pngat the top-right, then select Support.
  2. In the Support Workspace, find the Process DOCX app icon on the left panel.
    • If it's not visible, click the three dots at the bottom-left to locate hidden apps.
      Screenshot 2025-04-02 at 14.51.33.png

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.
    Screenshot 2025-02-11 at 21.37.35.png

4. Set up the app

  1.  
    1. After logging in to your Knots account, the app will prompt you to connect to Zendesk.
      • If you’ve previously used Zendesk with other Knots apps, select the existing connector from the list.
      • If this is your first time setting up Zendesk with Knots, you’ll need to create a new connector. Follow the on-screen instructions to authenticate your Zendesk account.
        Screenshot 2024-12-09 at 13.02.21.png

    2. After clicking Next, the final setup page will appear. Click Get Started to finish.

      Screenshot 2025-04-02 at 15.02.19.png

      Note: For the module to function correctly, Knots Studio must also be activated. If it is not activated, you will receive an error notification.

      Screenshot 2024-12-09 at 13.52.09.png

      To activate Knots Studio: Go to your Knots Profile. There, locate the Studio module and click Activate.                         

      Screenshot 2024-12-09 at 14.32.31.png
    3. After clicking Get Started, you will be redirected to the backend of the app.
      Screenshot 2025-04-02 at 15.03.07.png
      • Navigate to How to deploy? in the upper-right corner, and click it.

      • In the pop-up menu, under the second point (Triggers), click Create New. A new trigger will be generated immediately.

        Screenshot 2025-04-02 at 15.05.50.png

        The app is now fully set up and ready to use!

5. Create and manage the tickets

  1. Create a new ticket (either via email or directly from your Zendesk instance for quicker processing).
  2. Attach a .DOCX file that contains images.
  3. Submit the ticket and wait for processing. Allow some time for image extraction as the process involves uploading images.
  4. Once completed, check the internal ticket comment. The extracted images should be added as comments in the ticket.   

  5. Verify that agents can access the images without downloading the document.

                          

                                    Screenshot 2025-04-02 at 11.19.31.png

For more information about the app, visit Process DOCX.

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

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