Alina
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Recent activity by Alina-
How to change the name on the Zendesk comment when the trigger fires
The name displayed in ticket comments is based on the user who originally created the Zendesk connector. To change this, follow these steps to update the connector: Log in to Zendesk as the desired...
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Is there an auto-reply feature, or do agents always have to review responses?
The GPT Editor does not send automatic replies. Instead, it helps agents by suggesting responses based on the ticket and selected prompts. Agents must review, edit, and approve the AI-generated te...
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How does the Export Tickets as PDF app export tickets?
The app provides two main methods for exporting tickets:1. Event-based triggers: Automatically export tickets when specific conditions are met, such as: Export all resolved tickets. Export tickets ...
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How to add a new team member?
To add a new team member, follow these steps: Navigate to the team settings page https://app.knots.io/settings/team. Send an invitation: Enter the email address of the person you want to add. Cli...
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Is it possible to use the app to extract text from a document and translate it into English?
It is possible to extract text from a language such as Chinese and translate it into English. However, to achieve this, you will need to use additional tools alongside the OCR for PDFs and scanned...
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Does the AI Ticket Redaction app process the entire ticket or just the last response?
You can configure the app to process either the entire ticket or only the last response, depending on your preferences. How does it work?To access the triggers, click the AI Ticket Redaction icon o...
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How to change how often the app runs
By default, the app checks every 10 minutes, but it is possible to adjust this to once an hour or once a day, based on your preference. To see when the next check is scheduled, click the Schedule i...
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How to customize or limit which tickets get merged
Can chats be excluded from merges?Yes. You can exclude chat or messaging tickets by modifying the Zendesk trigger configuration in the Merge Tickets app.Add conditions to exclude: Specific tags use...
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How to write effective commands for AI-enhanced Zendesk apps
To get the most out of your AI-enhanced Zendesk apps, it's essential to craft well-structured, clear, and context-aware prompts. Whether you're using AI to summarize tickets, classify issues, or en...
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Does the GPT Editor use information from a knowledge base?
No, by default, the GPT Editor only works with the information in the current ticket. It does not pull data from a knowledge base or other external sources. However, you can connect your own AI mod...