# knots.io > The latest news for your customer service, from Zendesk automations to informations and guidelines. Check out our blog! --- ## Pages - [Data Validation](https://knots.io/data-validation/): Data validation is essential for all business processes, also for AI and automation. See how the right workflow solves the issue smartly. - [thyssenkrupp Rasselstein: From manual effort to scalable efficiency](https://knots.io/thyssenkrupp-rasselstein-zendesk-sap-integration/): Automate SAP reference handling in Zendesk like thyssenkrupp Rasselstein. Reduce errors & manual work with Knots. Learn how! - [Leitz: Automating data workflows beyond Zendesk](https://knots.io/leitz-automating-data-workflows-beyond-zendesk/): How Leitz uses Knots Studio to sync Monday.com with their website in real time—no errors, no copy-paste, and no manual steps. - [Knots Customer Stories: How teams automate smarter](https://knots.io/customers/): Discover how teams use Knots.io to automate workflows, reduce errors, and scale support - real-world success stories across industries. - [Slack Notifications](https://knots.io/zendesk-apps/slack-notifications/): Send custom Zendesk alerts to Slack channels. Automate notifications for escalations, SLA breaches, and ticket updates—no coding required. - [Zendesk integrations](https://knots.io/zendesk-integrations/): Zendesk integrations for your business – from order sync to Slack alerts. No coding required. Try Knots now. - [Clean & Tidy up Zendesk](https://knots.io/clean-and-tidy-up-zendesk/): Zendesk cleanup, automated: Merge tickets, delete attachments, and remove sensitive data – no manual work or scripts required. - [Data Preprocessing](https://knots.io/data-preprocessing/): Turn messy inputs into structured data. Automate workflows, document processing, and AI training with powerful preprocessing from Knots. - [Remove Attachments](https://knots.io/zendesk-apps/remove-attachments/): Auto-delete Zendesk ticket attachments in bulk — even on closed tickets. Schedule cleanups, cut storage, stay compliant. - [Process DOCX](https://knots.io/zendesk-apps/process-docx/): Process Zendesk DOCX data: Make all MS Word data fully accessible: Fill, search, sync. No more downloads, no copy&paste. Try 14 days free! - [Win 100](https://knots.io/win-100/): Start automating Zendesk with Knots.io and eliminate manual tasks. Claim your $100 discount today! - [Process Excel](https://knots.io/zendesk-apps/process-excel/): Automate Excel data in Zendesk: Extract, sync, and search files effortlessly with AI. Improve efficiency + reduce human errror. 14 days free! - [Convert Images, PDFs, and Handwritten Notes into Text with OCR](https://knots.io/zendesk-apps/ocr-scanner/image-to-text/): See how OCR converts images, PDFs & notes into text. Discover its benefits, uses & best tools for text extraction! - [Work Smarter](https://knots.io/work-smarter/): Discover the power of Knots automations for Zendesk - extract the data hidden in your attachments, put AI to work intelligently, and more! - [How Liberty Debt Relief scaled their customer support](https://knots.io/how-liberty-debt-relief-scaled-their-customer-support/): How Liberty Debt Relief automated 75% of workflows, improved efficiency, and scaled customer support using Knots' debt management solutions. - [AI for Customer Satisfaction](https://knots.io/zendesk-ai/ai-for-customer-satisfaction/): Enhance CSAT with AI-powered Zendesk tools. Automate tasks, personalize interactions, and improve efficiency for great customer experiences. - [Reduce Zendesk storage costs](https://knots.io/zendesk-apps/ticket-export/reduce-zendesk-storage-costs/): Cut Zendesk storage costs fast. Export, redact, or auto-delete attachments to boost performance and stay compliant — no manual cleanup needed. - [Process CSV](https://knots.io/zendesk-apps/process-csv/): Automatically process CSV data in Zendesk: update tickets, perform lookups, and sync with connected systems - no manual entry needed! - [Best Zendesk Apps in 2025: Elevate Your Customer Service with Knots](https://knots.io/zendesk-apps/best-zendesk-apps/): Explore the best Zendesk apps to streamline your customer service processes in 2025. Start transforming your customer service today! - [GenAI for ROI](https://knots.io/zendesk-ai/genai-for-roi/): Discover how to create real ROI with AI. Knots GenAI apps for Zendesk automate support, cut costs, and boost satisfaction. - [AI Automation](https://knots.io/zendesk-ai/ai-automation/): Discover AI automation tools to handle repetitive tasks, save 70% in labor costs, and greatly improve customer satisfaction! - [Zendesk AI](https://knots.io/zendesk-ai/): What Knots' AI tools can do for Zendesk: Automate 80% of tasks, cut costs by 65%, and deliver faster, personalized support. Start today! - [FAQ](https://knots.io/faq/): Explore Knots FAQs, Zendesk app guides, account settings, and billing support. Streamline customer service with secure, GDPR-compliant tools. - [Use Zendesk Sunshine Custom Objects](https://knots.io/zendesk-apps/use-zendesk-sunshine-custom-objects/): Use the Zendesk Sunshine API to make real use of custom objects data. Automate filling Zendesk tickets with Sunshine info. Try for free! - [Speculative Application](https://knots.io/careers/speculative-application-2/): We are always looking for talent. Submit your CV today! Apply now 🚀 Join Us: Tech Innovators Wanted! 🔥 We... - [Change Primary Email for Zendesk](https://knots.io/zendesk-apps/change-primary-email-for-zendesk/): Easily update user emails in Zendesk with our app. Change primary email addresses without hassle and keep customer contacts up to date. - [Shopify Abandoned Cart](https://knots.io/zendesk-apps/shopify-abandoned-cart/): Boost your Shopify revenue with our abandoned cart email automation app. Recover lost sales effortlessly and enhance customer engagement. - [GPT Sidebar App](https://knots.io/zendesk-apps/gpt-sidebar-app/): GPT Sidebar App: Your Zendesk Copilot. Automate tasks, deliver personalized responses, and remember past data. Try it free for 14 days! - [Careers](https://knots.io/careers/): Shape the future of workflow automation! Explore career opportunities at Knots and be part of a dynamic, innovative team. - [Zendesk Export Tickets](https://knots.io/zendesk-apps/ticket-export/): Export Zendesk tickets to PDF with attachments. Automate exports, archive data, and bulk-delete to reduce storage costs and stay compliant. - [GPT Editor](https://knots.io/zendesk-apps/gpt-editor/): Enhance Zendesk with GPT Editor. Automate ticket responses, improve chat interactions, and streamline support with AI-powered suggestions. - [Shopware 5 Event Sync](https://knots.io/zendesk-apps/shopware-5/): Integrate Shopware 5 with Zendesk for real-time automated ticket management, order tracking, and seamless data access. 14 days free! - [Redact Attachments](https://knots.io/zendesk-apps/redact-attachments/): Redact Zendesk Ticket Attachments: Automatically protect personal data, and save on storage costs with just a few clicks. Try it now! - [Merge Tickets](https://knots.io/zendesk-apps/merge-tickets/): Merge Zendesk tickets automatically + for free. Save time, reduce duplication, and improve customer support efficiency. Easy install & use. - [Autofill Ticket Fields in Zendesk with AI](https://knots.io/zendesk-apps/autofill-ticket-fields/): Automate ticket fields in Zendesk with AI autofill. Reduce manual work, speed up responses, and improve data accuracy in customer support. - [Zendesk Apps](https://knots.io/zendesk-apps/): Explore 20+ Zendesk apps from Knots: to automate tasks, reduce costs, and improve CX. From OCR to AI Copilot – find your perfect app match. - [Zendesk Ticket Classification](https://knots.io/zendesk-apps/ticket-classification/): Automatically tag and route Zendesk tickets with AI. Reduce manual work, speed up responses, and improve support efficiency. - [Streamline Monday.com Workflows with Email Automation](https://knots.io/monday-email-automation/): Streamline task management with Monday! Automate task creation directly from emails and enhance your business workflow. Try it now! - [AI Ticket Redaction](https://knots.io/zendesk-apps/ai-ticket-redaction/): Automatically redact sensitive data in Zendesk tickets with AI. Ensure GDPR compliance, boost security, and reduce manual effort. - [AI Ticket Summary](https://knots.io/zendesk-apps/ai-ticket-summary/): Summarize tickets instantly with AI. Speed up your Zendesk support with automated insights. Try AI-powered ticket summaries today. - [AI Ticket Classification](https://knots.io/zendesk-apps/ai-ticket-intention-by-knots/): Boost efficiency with AI-powered ticket classification for Zendesk. Automate tagging, streamline workflows, and improve customer support. - [Zendesk-Whatsapp](https://knots.io/studio/zendesk-whatsapp/): Send Outbound Messages via Whatsapp using Zendesk Enhance Customer Support with Knots Studio. Connect WhatsApp with Zendesk to improve your... - [Round Robin for Zendesk: Auto-Assign Tickets](https://knots.io/zendesk-apps/round-robin-ticket-assignment/): Automatically assign tickets in Zendesk with Round Robin logic. Easy to configure using triggers and tags. Try better Zendesk routing! - [AI Ticket Autofill](https://knots.io/zendesk-apps/ai-ticket-autofill/): Automate ticket fields in Zendesk with AI autofill. Reduce manual work, speed up responses, and improve data accuracy in customer support. - [Automated Language Detection](https://knots.io/zendesk-apps/language-detection/): Zendesk language detection identifies customer languages automatically, enabling efficient ticket routing and better multilingual support. - [Telephony Integration](https://knots.io/zendesk-apps/telephony-integration/): Integrate your legacy telephony system with Zendesk for a unified customer service experience. Boost agent productivity +streamline workflows! - [Zendesk Automation by Industries](https://knots.io/zendesk-apps/industry-overview/): Zendesk tailored to your industry: If Retail, Finance, Travel, Gaming or Manufacturing, find out how to boost your Customer Service. - [Zendesk Ticket Classification](https://knots.io/zendesk-apps/zendesk-ticket-classification/): Zendesk ticket classification is easy and results in better customer experience and agent productivity. Start your seamless transition today. - [Watch Demo](https://knots.io/demo/): See in action Zendesk Automation Watch how Knots can automate your Zendesk. https://knots. io/wp-content/uploads/2023/08/Faces-off-shortened-for-Gabs. mp4 - [Thank You](https://knots.io/thank-you/): We received your message Our team received your message. One of your specialists will contact you shortly, please be sure... - [Shopify Event Sync](https://knots.io/zendesk-apps/shopify-event-sync/): Sync orders, products, and customer data from Shopify to Zendesk in real time. Automate support and reduce ticket handling time. - [Change the Requester in Zendesk](https://knots.io/zendesk-apps/change-requester/): Automate ticket requester changes in Zendesk. For forwarded emails, scanned documents, or 3rd-party submissions. Streamline support processes! - [Knots - your Zendesk Superhero to make clients happier](https://knots.io/knots-your-zendesk-superhero-to-make-clients-happier/): Ready to unlock Zendesk Super Powers? Your secret weapon to boost your clients to the next level of automation. Transforming... - [knots.io - Book a demo](https://knots.io/contact-sales/): Contact our automation experts and fnd out, how to improve your Zendesk setup! Cut manual work, cut costs and spped up resolution time! - [Knots Studio: Your Middleware for Zendesk Automation](https://knots.io/studio/): Automate and integrate Zendesk workflows with Knots Studio middleware. Start your 14-day free trial today! - [Sentiment Analysis for Zendesk](https://knots.io/zendesk-apps/sentiment-analysis/): Sentiment Analysis for Zendesk empowers you to drive customer loyalty and turn problems into opportunities. Start your free trial! - [Merge duplicate tickets in Zendesk](https://knots.io/usecases/merge-duplicate-tickets-in-zendesk/): Automatically merge duplicate Zendesk tickets, reducing manual work, confusion + errors! Merge tickets with Ticket Parser, try it for free! - [Usecases](https://knots.io/usecases/): Usecases Recent Articles - [API Data Sync](https://knots.io/zendesk-apps/api-data-sync/): Zendesk API: Sync data across platforms seamlessly. Automate updates, reduce manual work, and keep information accurate and up to date. - [Freshdesk](https://knots.io/solutions/freshdesk/): Process tickets faster in Freshdesk Improve your capabilities. Do more with automation and bring your customer support in Freshdesk to... - [Solutions](https://knots.io/solutions/): Freshdesk Solutions Improve your capabilities. Do more with automation and bring your customer support in Freshdesk to the next level.... - [Service Now](https://knots.io/solutions/service-now/): Power up your ServiceNow Instance Modules that automate your workflow, revolutionize your digital solution, and integrate your systems. Get started... - [About Knots](https://knots.io/about/): Meet the team of Zendesk Automation! With experience from 300+ projects, our experts know how to speed up your customer service processes! - [OCR Scanner](https://knots.io/zendesk-apps/ocr-scanner/): Convert PDFs, scans and images to text with OCR for Zendesk. Automate attachment processing - no more downloading, no more typing! - [Contact](https://knots.io/contact/): Have questions about Knots? Get in touch with our team for support, partnerships, or inquiries about workflow automation. - [Knots blog: Behind the automation](https://knots.io/blog/): The latest news for your customer service, from Zendesk automations to informations and guidelines. Check out our blog! - [Knots Home](https://knots.io/): Looking to automate Zendesk workflows and streamline processes? You need Knots, the user-friendly solution that can make your life easier. - [Privacy Policy](https://knots.io/privacy-policy-3/): PRIVACY NOTICE Last updated April 26, 2022 This privacy notice for Leafworks GmbH (“Company,” “we,” “us,” or “our“), describes how... --- ## Posts - [The cost of dirty data: Validate incoming information before it hurts your business](https://knots.io/uncategorized/validate-incoming-information/): Stop wasting time on broken forms and missing fields. Discover how to validate incoming data automatically—across formats, systems, and rules. - [How to identify and eliminate manual tasks with Zendesk Analytics](https://knots.io/blog/reduce-manual-tasks-with-zendesk-analytics/): Discover how to use Zendesk Analytics to identify manual tasks and start automating with Knots — for faster, smarter support workflows. - [Mastering regex in Zendesk: A beginner’s guide](https://knots.io/blog/mastering-regex-in-zendesk/): Learn how to use regex in Zendesk to automate ticket processing, extract key details, and boost efficiency with practical examples. - [Is your AI GDPR compliant? How Knots ensures data privacy with self-hosted models](https://knots.io/automation/ai-gdpr-compliance-self-hosted-ai/): Ensure AI GDPR compliance with Knots: Deploy self-hosted AI models in Azure for full control over data privacy and security. - [How Zendesk automations boost efficiency and enhance customer experience](https://knots.io/blog/zendesk-automations/): How Zendesk automations boost your workflows, free up your agents and enhance customer experience. Cut costs and streamline operations! - [Best Zendesk Apps in 2025: Elevate Your Customer Service with Knots](https://knots.io/blog/best-zendesk-apps/): Explore the best Zendesk apps to streamline your customer service processes in 2025. Start transforming your customer service today! - [Freshdesk vs. Zendesk 2025: Which platform is best?](https://knots.io/blog/freshdesk-vs-zendesk-which-helpdesk-platform-is-best/): Compare Freshdesk and Zendesk feature by feature. See which helpdesk platform is better for your business in 2025. - [Mastering Zendesk workflow: effectively manage high ticket volumes](https://knots.io/blog/zen-your-zendesk-optimizing-your-workflows-for-high-ticket-volumes/): Learn how to optimize Zendesk workflow for high ticket volumes with tips, triggers, macros, and Knots tools. - [Optimizing your customer support workflow: A comprehensive guide](https://knots.io/blog/reaching-an-effective-customer-support-workflow/): With an effective customer support workflow, you can provide service that far exceeds your customers' expectations and wins their loyalty. - [The quest for balance: Efficiency and quality in customer service](https://knots.io/blog/efficiency-and-quality-in-customer-service/): Discover how to balance efficiency and quality in customer service. Find tips & tools to enhance your customer service strategy. Learn more. - [Measuring customer support: a guide to evaluating and building a stellar customer service team](https://knots.io/blog/a-concise-guide-to-measure-customer-service-performance/): Discover key metrics like CSAT, NPS, and CES to evaluate your support team's performance and enhance customer satisfaction effectively. - [Customer support tools: A modern guide to essential solutions in 2025](https://knots.io/blog/customer-support-tools/): Explore the best customer support tools of 2025, transform your support strategy and enhance customer satisfaction. - [How AI in customer Service is transforming customer experiences](https://knots.io/blog/ai-in-customer-service/): Discover how AI in customer service is transforming customer interactions. Uncover the key benefits for modern support teams. - [Mastering Zendesk macros](https://knots.io/blog/guide-to-integrating-zendesk-macros-in-your-workflow/): In this Zendesk macros guide, we look at the advantages they offer, the steps to begin utilizing them, and practical real-world instances. - [Enhancing Employee Experience in 2024: Key Strategies and Tools](https://knots.io/blog/employee-experience/): Boost your customer support team's satisfaction with our guide on Employee Experience. Learn key strategies that can help to boos EX in your company. - [Understanding Zendesk's Compliance with GDPR and CCPA: A Guide](https://knots.io/blog/zendesk-gdpr/): Learn how Zendesk features support GDPR and CCPA compliance. Discover Automations for compliance, data security and efficiency. - [How Zendesk Attachment Automation Can Transform Your Customer Support](https://knots.io/blog/zendesk-attachment-automation/): Transform support with Zendesk attachment automation: index PDFs, Excel, CSVs into tickets, update fields and systems via AI. - [Mastering ticket routing in Zendesk: A path to streamlined support](https://knots.io/blog/efficient-ticket-routing-in-zendesk/): Efficient Zendesk ticket routing to streamline support: Advanced routing techniques, overcome common challenges, implement best practices. - [Extending Zendesk's Functionality Through Applications](https://knots.io/blog/extending-zendesks-functionality-through-applications/): Unlock the full potential of Zendesk with internal and external applications that enhance your customer support workflow. - [Navigating Customer Success Management Software (CSM)](https://knots.io/blog/navigating-customer-success-management-software-csm/): The vital role of Customer Success Management Software (CSM) for exceptional customer experiences. Learn how to select the best CSM software. - [Flowing conversations with automated messaging in Zendesk](https://knots.io/blog/flowing-conversations-with-automated-messaging-in-zendesk/): Discover the power of automated messaging in Zendesk! Craft engaging messages and follow best practices for seamless customer interactions. - [How to Use Proactive Messages in Customer Service](https://knots.io/blog/how-to-use-proactive-messages-in-customer-service/): Explore seven types of proactive messages and learn to set them up effectively in Zendesk to create a positive impact in customer service. - [Optimizing Support: The Power of Group SLA Policies in Zendesk](https://knots.io/blog/optimizing-support-the-power-of-group-sla-policies-in-zendesk/): Explore the transformative impact of Zendesk Group SLA Policies to elevate your team. Tailor SLAs to teams and automate repetitive responses. - [Optimize Customer Service Data with Zendesk Custom Fields](https://knots.io/blog/optimize-customer-service-data-with-zendesk-custom-fields/): Discover the flexibility, efficiency, and personalization of using Zendesk custom fields. Follow our guide to set up enhanced custom fields. - [A guide to creating a customer service strategy that keeps customers coming back](https://knots.io/blog/proactive-customer-service-strategies-to-enhance-customer-experience/): Boost your customer experience with proactive customer service strategy. Learn to anticipate needs and utilize feedback effectively. - [How to use Zendesk's triggers and automations](https://knots.io/blog/how-to-use-zendesks-triggers-and-automations/): Zendesk triggers and automations: Understand the key differences, configure them, avoid errors, and use the right conditions for smoother workflows! - [Using Zendesk to Achieve a Cohesive Customer Experience](https://knots.io/blog/using-zendesk-to-achieve-a-cohesive-customer-experience/): Lets explore strategies to master the art of a cohesive customer experience using the powerful capabilities of Zendesk. Learn more. - [Streamline your support workflow with Zendesk auto assignment](https://knots.io/blog/zendesks-auto-assignment-feature/): Zendesk's Auto Assignment feature automatically assigns tickets to the most appropriate agent based on customizable rules and criteria. - [Tools and Techniques for Monitoring Customer Feedback](https://knots.io/blog/tools-and-techniques-for-monitoring-customer-feedback/): Discover tools and techniques for monitoring customer feedback to create positive customer experiences with insightful data-driven decisions. - [From Mundane to Magical: Unleashing the Power of Zendesk Automation](https://knots.io/blog/from-mundane-to-magical-unleashing-the-power-of-zendesk-automation/): Learn how Zendesk automation can streamline your workflows, improve response times, and enhance customer satisfaction. Read more. - [Voice of the Customer: The Key to Customer Delight](https://knots.io/blog/the-key-to-customer-delight-streamlining-voice-of-the-customer-data-for-an-enhanced-experience/): Using a streamlined approach, Voice of the Customer data can transform the way you engage with your audience. Learn more. - [Mastering Customer Experience: Unleash the Power of Zendesk Sentiment Analysis](https://knots.io/automation/mastering-customer-experience-unleash-the-power-of-zendesk-sentiment-analysis/): Learn how to improve customer satisfaction with Zendesk Sentiment Analysis. Understand, prioritize and keep Customers happy! - [Top repetitive tasks in Zendesk to automate now](https://knots.io/blog/top-repetitive-tasks-in-zendesk-to-automate-now/): Why wait? Lets look at the top repetitive tasks in Zendesk to automate, starting now. Automate boring tasks and say goodbye to boredom today! - [Why Zendesk automations should be your top priority](https://knots.io/blog/why-automating-repetitive-tasks-in-zendesk-should-be-your-top-priority/): Zendesk automations should be your top priority. Prioritize Zendesk automations with Knots’ AI, streamline workflows & enhance satisfaction. - [Streamline Your Customer Support with Zendesk Merge Tickets Feature](https://knots.io/blog/streamline-your-customer-support-with-zendesk-merge-tickets-feature/): Learn about the Zendesk Merge Tickets feature, and avoid duplication, save time, and provide a more personalized support experience. Read now - [4 Steps to Building Long-lasting Customer Relationships](https://knots.io/blog/4-steps-to-building-long-lasting-customer-relationships/): Building long-lasting customer relationships is the foundation of any successful business. Here's how to achieve them. Read more. - [Solution-Based Assistance: from Reactive to Proactive](https://knots.io/blog/solution-based-assistance-to-go-from-reactive-to-proactive/): Solution-based assistance transforms customer support teams. Go from reactive to proactive, while wowing customers! - [Using Zendesk App Automations to go from Costs to Benefits](https://knots.io/blog/using-zendesk-app-automations-to-go-from-costs-to-benefits/): Use Zendesk app automations to automatically handle repetitive, time-consuming tasks that were once only possible with human intervention. - [How Customer Service Data Can Help Your Business Thrive](https://knots.io/blog/how-customer-service-data-can-help-your-business-thrive/): Discover the Power of Customer Service Data for Your Business Growth. Leverage valuable insights to thrive and stay ahead in the market. - [How to Leverage Data Collection in Customer Service for Business Growth](https://knots.io/blog/data-collection-in-customer-service-how-to-use-it-to-your-businesss-advantage/): Discover how to leverage data collection in customer service for business growth. A must-read for insight-driven success. - [Use Customer Experience Insights to Gain a Competitive Edge](https://knots.io/blog/use-customer-experience-insights/): Empower your business with data-driven customer experience insights. Gather, analyze, and apply these insights to gain a competitive edge. - [How to Master the Art of Leading a Customer Service Team](https://knots.io/blog/master-the-art-of-leading-a-customer-service-team/): Master the art of leading a customer service team with strategic hiring, effective training, and proactive management. - [Create a Corporate Culture that Embraces Automation](https://knots.io/blog/create-a-corporate-culture-that-embraces-automation/): Explore how to foster a corporate culture that embraces automation. Learn key strategies to drive a corporate culture based on automation. - [A Personalized Customer Journey - The Key to Your Customers’ Loyalty](https://knots.io/blog/personalized-customer-journey/): Boost customer loyalty with a Personalized Customer Journey. Dive in to learn how custom experiences transform relationships! - [Methods for Using Customer Experience Analytics to Impact Organizational Change](https://knots.io/blog/customer-experience-analytics/): Discover how customer experience analytics can drive organizational change. Methods and tools for effectively increase customer experience. - [The Role of Customer Experience Insights in Business Decision-Making](https://knots.io/blog/the-role-of-customer-experience-insights-in-business-decision-making/): Customer experience insights are invaluable in guiding business decisions that can propel your organization forward. Learn more - [Customer Service amid Digital Transformation: Four Trends Shaping the Change](https://knots.io/blog/customer-service-amid-digital-transformation/): Learn about the four trends shaping digital transformation in customer service and apply actionable insights and strategies. - [5 Ways to Keep Your Customers Happy in 2023 with Zendesk](https://knots.io/blog/5-ways-to-keep-your-customers-happy-in-2023-with-zendesk/): The secret to success in any company is to keep clients satisfied. Here are 5 Ways to Keep your customers happy in 2023 with Zendesk. - [Automatically Change the Requester in Zendesk Based on Ticket Content​](https://knots.io/cases/change-ticket-requester-zendesk/): Learn how to automatically change the requester in Zendesk based on ticket content. No more copy & paste with this easy, automated process. --- --- --- # # Detailed Content ## Pages > Data validation is essential for all business processes, also for AI and automation. See how the right workflow solves the issue smartly. - Published: 2025-06-11 - Modified: 2025-06-26 - URL: https://knots.io/data-validation/ Data Validation done right Make sure incoming data is complete, correct, and ready to use — before it hits your systems. Automate your data validation! No more manual checks, copy-paste, or missing fields — ensure speed and accuracy across formats, tools, and teams. See how we solve it Request your free audit Some of our customers What is data validation? Information really is key: Most processes begin when someone sends you data in any form, such as an email, a signed document, a scanned contract or form data. Data validation is the process of ensuring that the incoming information is complete, accurate, and correctly formatted before it enters your systems and processes. So you can decide, if the article can be returned, which stocks you have to replenish or if a client is eligible to use your services. Data validation applies to everything from web forms and PDFs to Excel files and scanned documents — and is absolutely indispensable for every business that relies on data. In other words, every business. https://www. youtube. com/watch? v=_RNDQ3TK-VU Why data validation matters so much Without validating data, you notice missing or faulty information too late, leading to miscalculations, false claims and other errors, that again result in losses, unhappy customers and disrupted production lines — not to mention every other business nightmare. Therefore, it is absolutely essential to get this right. In most companies, data validation is still a very manual process, tedious and error-prone. This involves opening documents, checking them and then... --- > Automate SAP reference handling in Zendesk like thyssenkrupp Rasselstein. Reduce errors & manual work with Knots. Learn how! - Published: 2025-06-06 - Modified: 2025-06-06 - URL: https://knots.io/thyssenkrupp-rasselstein-zendesk-sap-integration/ From manual effort to scalable efficiency How thyssenkrupp Rasselstein saves hundreds of monthly hours with Knots automation - boosting speed, accuracy, and service quality Whether in manufacturing, logistics, or e-commerce, most teams still rely on manual processes - routing emails, copying data, or searching for reference numbers. At thyssenkrupp Rasselstein, one of the world’s leading manufacturers of packaging steel and part of the global thyssenkrupp group, these routine tasks were adding up and slowing response times. With high volumes and SAP-based workflows, the team needed a way to reduce manual work and improve service at scale. Knots automation delivered just that: faster routing, fewer errors, and more time for meaningful support. Initial Situation After implementing Zendesk in 2022, thyssenkrupp Rasselstein began rethinking its internal and external communication workflows. As part of a departmental reorganization, they faced new routing challenges and inefficiencies caused by manual work. Agents had to: Manually extract data from inbound documents Route tickets between departments Enter SAP reference numbers into Zendesk fields Even small tasks like typing a seven-digit customer or invoice number became time-consuming when done thousands of times per month. https://youtu. be/tDjYLQPiUDY orders & shipping documents/week 0 tickets/month automated < 0 SAP references parsed 0 -digit second to route complex emails < 0 Knots Solution To address these issues, thyssenkrupp Rasselstein implemented three Knots apps: OCR for PDF and Scanned Documents: Extracts structured content from scanned protocols, delivery notes, and attachments. Ticket Parser: Detects and extracts invoice numbers, delivery notes, packing list IDs, and departure... --- > How Leitz uses Knots Studio to sync Monday.com with their website in real time—no errors, no copy-paste, and no manual steps. - Published: 2025-06-04 - Modified: 2025-06-06 - URL: https://knots.io/leitz-automating-data-workflows-beyond-zendesk/ Automating data workflows beyond Zendesk How Leitz eliminated manual errors and synced systems in real time with Knots Studio When operations depend on accurate, up-to-date information, manual data entry becomes a liability. Leitz, a renowned German manufacturer of premium cine lenses featured in high-profile productions like Barbie, supports filmmakers worldwide by ensuring they get the right equipment - fast. With customer expectations high and production timelines tight, the team needed a reliable way to eliminate routine copy-paste work and ensure data consistency across systems. With Knots Studio, Leitz introduced real-time automation that connects their internal tools and external website - reducing errors, accelerating updates, and enabling the team to focus on more impactful work. Initial Situation Leitz uses Monday. com to manage internal customer and order data, while a separate database powers the website’s rental locator - a feature that helps filmmakers find the nearest available equipment. Until recently, two employees were manually transferring data between these systems, a process that was:Error-prone (even a single typo could prevent a customer from accessing critical contact details)Time-consuming and inefficientA bottleneck that kept skilled staff from focusing on higher-value workIn an industry where a delay can cost thousands per minute on set, having real-time, reliable data isn’t just nice to have - it’s essential. https://youtu. be/lVDXQCgytuQ systems synced 0 waiting time for updates < 0 seconds manual steps required 0 accuracy: input errors eliminated 0 % Knots Solution To address this challenge, Leitz implemented Knots Studio, a flexible automation builder. The solution bridges... --- > Discover how teams use Knots.io to automate workflows, reduce errors, and scale support - real-world success stories across industries. - Published: 2025-06-03 - Modified: 2025-06-06 - URL: https://knots.io/customers/ See how teams automate smarter with Knots Real stories from real teams – automating critical processes, syncing systems, and scaling service with Knots automation. Book a free automation audit See the success stories From busywork to breakthroughs Customer service, logistics and debt documents are just some of the areas in which our customers have faced challenges that we have helped them overcome. With Knots, they have built workflows that achieve more with less effort, scale up easily, reduce errors and free up time for what matters most. Client testimonial “Every manual step introduces risk. With automation, our team can focus on high-value work instead of copy-pasting. Even a single typo in contact info could mean a filmmaker loses a day of production. Knots Studio helps us avoid that—and makes our processes smarter and faster. ”– Lena, Director of Sales Operations, Leitz Success Stories Leitz: Automating data workflows beyond ZendeskLeitz eliminated copy-paste work and synced data in real time using Knots Studio - ensuring filmmakers worldwide get the right gear, fast. Read the full story https://youtu. be/lVDXQCgytuQ thyssenkrupp Rasselstein: From manual effort to scalable efficiencyThousands of SAP workflows now run smoother - thanks to smart automation that parses emails, fills fields, and routes tickets instantly. Read the full story https://youtu. be/tDjYLQPiUDY Liberty Debt Relief: Scaling support with 75% less manual workBilling, emails, and documents—automated with Knots. Now, the team serves more clients with less training and fewer errors. Read the full story https://youtu. be/_11kmImgN90 Industry leaders trust our Zendesk solutions Ready... --- > Send custom Zendesk alerts to Slack channels. Automate notifications for escalations, SLA breaches, and ticket updates—no coding required. - Published: 2025-05-23 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/slack-notifications/ Slack Notifications from Zendesk Stay on top of things with targeted Slack notifications from Zendesk. Send automated Zendesk messages to Slack Zendesk Apps Automate Slack alerts from Zendesk When something important happens in Zendesk, your team needs to know – instantly. But there’s no native way to send Slack messages based on ticket activity, triggers, or thresholds. Zendesk Slack Notifications fills that gap. Whether you want alerts for overloaded queues, SLA breaches, or updates on internal HR tickets – the app automatically sends custom Slack messages to the right people, at the right time. Because many employees also use Slack on their mobile devices, these alerts reach them anytime and anywhere, making Slack an ideal channel for urgent updates and team-wide visibility. Key features of Slack Notifications for Zendesk Zendesk Slack Notifications connects your ticket data with your team’s real-time communication: Send Zendesk-alerts to Slack: Notify channels when ticket views grow, triggers fire, or field values change. Customize messages: Use ticket fields to tailor what your team sees – from requester name to SLA status. Target the right channel: Route alerts to #support, #cs-escalations, or any private/public Slack space. Trigger on views, tags, or triggers: Define the exact conditions for when notifications should be sent. Monitor ticket load over time: Use polling logic to check Zendesk view volumes and send updates. Works with any Slack workspace: Simple setup, no dev required. Stay on top of Zendesk updates in Slack Why do you need Slack notifications for Zendesk? Immediate awareness means... --- > Zendesk integrations for your business – from order sync to Slack alerts. No coding required. Try Knots now. - Published: 2025-05-19 - Modified: 2025-06-16 - URL: https://knots.io/zendesk-integrations/ Effortless Zendesk integrations with Knots Connect Zendesk with your essential tools – no coding required Powerful integrations, built in minutes. Knots helps you automate processes and sync data between Zendesk and the systems your business depends on – like online stores, CRMs, telephony platforms, or Slack. See the apps Talk to us What you can do with our Zendesk integrations Knots builds robust Zendesk integrations for popular tools. Our apps and API-based workflows sync your data, trigger automations, and connect systems, all without the need for developer resources. Whether you need to push customer data into tickets, monitor activity across platforms, or send alerts when queues grow, we create a seamless, integrated support experience. Need something custom-made, either inside or outside of Zendesk? If your system has an API, we can probably connect it. Talk to our team Slack Notifications Send targeted Slack messages based on Zendesk activity – like high-priority tags, escalations, or overloaded queues. Alerts are fully customizable. To Slack Notifications for Zendesk API Data Sync Build custom data flows between Zendesk and other systems using Knots Studio. Send ticket content to external APIs, sync updates, and map fields across platforms. To API Data Sync Shopify Event Sync Get real-time customer and order data from Shopify directly into Zendesk tickets. Reduce back-and-forth and let your agents see the full context. To Shopify Event Sync Telephony Integration Integrate your existing phone system with Zendesk. Sync caller metadata, tickets, and recordings – even if you're not using Zendesk Talk. To... --- > Zendesk cleanup, automated: Merge tickets, delete attachments, and remove sensitive data – no manual work or scripts required. - Published: 2025-05-19 - Modified: 2025-06-27 - URL: https://knots.io/clean-and-tidy-up-zendesk/ Clean & tidy up Zendesk Smart cleanup tools for a faster, safer workspace Sensitive attachments, duplicate tickets, outdated data – all of it can slow your team down or pose risks. Knots keeps your Zendesk environment organized and compliant through smart automation that works quietly in the background. Zendesk cleanup, designed for busy teams Support, IT, and operations teams use Knots to keep Zendesk clean and manageable. Instead of chasing old tickets or sifting through attachments, they rely on simple tools that handle it all – from automatic redaction to storage or ticket queue clean-up. A tidy setup leads to faster agents, fewer mistakes, and peace of mind when audits roll around. You need a custom solution to automate cleanup? We’re confident we can make it happen. Talk to our team Merge Tickets Keep your Zendesk tidy and reduce agent workload by automatically combining duplicate tickets based on requesters, order numbers, or other field values. This app helps prevent confusion and double work by consolidating related conversations into one clear thread. Grouping the tickets happens automatically in the background, with full visibility through tags and comments — and the app is free to use. To the Merge Zendesk Tickets App Export Tickets Export and archive Zendesk tickets as PDF files — including comments, fields, attachments, and more. Trigger exports based on events (e. g. when a ticket is solved) or use batch search to export historical tickets. Combined with optional deletion, this app is perfect for long-term archiving, audits, or... --- > Turn messy inputs into structured data. Automate workflows, document processing, and AI training with powerful preprocessing from Knots. - Published: 2025-04-23 - Modified: 2025-06-16 - URL: https://knots.io/data-preprocessing/ No automation and AI without preprocessing AI and automation can reduce your manual workload by 56% – but only if your data is ready. Knots helps you clean, structure, and transform it for automation that actually works. Explore preprocessing apps 95% Accuracy in document parsing 30M+ Tickets enhanced with structured data 1000s of hours saved by replacing manual data entry 80% less manual effort for warranty and document handling 70% shipping requests resolved automatically 95% Accuracy in document parsing 30M+ Tickets enhanced with structured data 1000s of hours saved by replacing manual data entry 80% less manual effort for warranty and document handling 70% shipping requests resolved automatically What is Preprocessing? Lowering costs with Data Cleaning Preprocessing solutions Real-world use cases Data preprocessing: Ready for automation and AI https://knots. io/wp-content/uploads/2025/06/data-preprocessing_compressed. mp4 What is Data Preprocessing? Data preprocessing (see wiki) transforms raw, unstructured data into a clean, structured, and usable format. It involves techniques such as cleaning, normalizing, transforming, and feature extracting to prepare data for analysis, automation, and machine learning (source). Whether handling structured databases, semi-structured formats like JSON or XML, or unstructured sources such as emails, PDFs, images, and audio files, preprocessing ensures data quality and consistency (source). Structuring unstructured data We focus on transforming unstructured data - such as emails, attachments, scanned documents and images - into structured formats ready for automated workflows, dashboards and AI tools. Take customer service, for example: Most data arrives unstructured and must be extracted manually. Agents typically have to download and open... --- > Auto-delete Zendesk ticket attachments in bulk — even on closed tickets. Schedule cleanups, cut storage, stay compliant. - Published: 2025-04-23 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/remove-attachments/ Remove Attachments in Zendesk Auto-delete Zendesk attachments using search and schedule — even on closed tickets Auto-delete ticket attachments – launch your free trial Zendesk Apps Cut storage bloat and delete unwanted attachments Zendesk attachments can pile up fast — from invoices to images, outdated files slow things down and drive up storage costs. Many of these attachments live in closed tickets, which automations and triggers can’t touch. Remove Attachments solves this by letting you define exactly which tickets should be cleaned up using Zendesk search and the redaction function, and then removing all file and inline attachments — automatically. Whether it’s a one-time cleanup or a recurring job, you stay in control of your Zendesk storage. Key features of Remove Attachments for Zendesk Our app helps you keep your Zendesk clean and compliant — without triggers, tags, or manual work:Search-based targeting: Define tickets using native Zendesk search (status:closed, created --- > Process Zendesk DOCX data: Make all MS Word data fully accessible: Fill, search, sync. No more downloads, no copy&paste. Try 14 days free! - Published: 2025-04-02 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/process-docx/ Process Docx Automate Word document processing in Zendesk: Sync, search, and automate DOCX data. Zendesk DOCX processing: No more copy&paste! Zendesk Apps Extract, structure, and use DOCX data automatically Manually handling Microsoft Word documents in Zendesk is time-consuming. Agents must download attachments, open them in Word, and copy relevant information into ticket fields or external systems. This slows down workflows and increases the risk of errors. Process DOCX removes this bottleneck by automatically extracting data from DOC and DOCX files. Whether it's text, tables, or images, the app processes Word attachments, updates Zendesk fields, and integrates with other systems – all without manual effort. Key features Our solution simply transforms the way your team works with Microsoft Word documents:Extracts (key) data from Word documents: Reads and processes DOC/DOCX content, including text, tables, and images with high accuracy. Extracts and structures data from text, tables, images, and other content. Updates ticket fields: Populates Zendesk ticket fields with structured data extracted from attachments. Enhances searchability: Makes the content of Word attachments fully searchable in Zendesk. Syncs across platforms: Ensures data consistency by updating external systems (CRM, ERP, ... ) automatically through API connections. Bridges gaps between legacy systems: Integrates systems without API automatically by processing email attachments. Use Process DOCX 14 days free Benefits of automated document processing Process DOCX improves efficiency across industries:Speeds up response times: Agents no longer need to manually extract and input data from documents. Improves data accuracy: Structured processing in Knots Studio enables reliable extraction, even from... --- > Start automating Zendesk with Knots.io and eliminate manual tasks. Claim your $100 discount today! - Published: 2025-03-24 - Modified: 2025-03-24 - URL: https://knots.io/win-100/ You Just Unlocked $100 Off And That’s Just the Beginning! https://youtu. be/JrMVoPj3neU Claim Your $100 Discount & Start Automating Zendesk! --- > Automate Excel data in Zendesk: Extract, sync, and search files effortlessly with AI. Improve efficiency + reduce human errror. 14 days free! - Published: 2025-03-03 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/process-excel/ Process Excel Effortlessly sync, search, and automate Excel data in Zendesk – eliminate manual work and improve efficiency. Excel in Zendesk: No more copying and pasting! Zendesk Apps Use Excel data instantly in Zendesk Many companies rely on Microsoft Excel for critical business operations, yet Zendesk lacks native processing capabilities for . xlsx and . xls. files. Agents must download them, manually extract data, and update tickets, leading to inefficiencies and errors. With Process Excel, you extract, structure, and integrate this data within Zendesk, ensuring information is instantly accessible and actionable. Whether dealing with structured tables or complex, freeform spreadsheets, Process Excel intelligently processes the data, readying it for automation. Excel process automation: Key features Automate Excel file processing: Convert complex spreadsheets into structured data. Update Zendesk ticket fields: Extract relevant details and populate ticket fields automatically. Search Excel data: Ensure ticket attachments are indexed and searchable. Sync with third-party systems: Connect data with CRMs, ERPs, and other business tools. Support for multiple structures: Handle multiple layouts and formats - multi-sheet files may require additional setup. Enable real-time updates: Automate data imports and Excel process automation to keep systems up to date. Use Process Excel 14 days free Key benefits of Process Excel Boost productivity: Minimize manual effort and speed up workflows with Excel process automation. Improve data accuracy: Reduce human errors by automating data extractiona and entry. Enhance searchability: Make data from . xlsx and . xls files searchable directly within Zendesk. Enable seamless integrations: Sync Excel data with... --- > See how OCR converts images, PDFs & notes into text. Discover its benefits, uses & best tools for text extraction! - Published: 2025-02-17 - Modified: 2025-05-15 - URL: https://knots.io/zendesk-apps/ocr-scanner/image-to-text/ Turn your images into text – effortlessly The power of image-to-text conversion Have you ever needed to extract information from a supplier agreement but couldn’t because it was a PDF? Or spent time manually typing details from an invoice? These small, repetitive tasks add up - taking valuable time away from more important work. Image-to-text conversion, using OCR (Optical Character Recognition) technology, transforms static documents like images into searchable, editable text in seconds. Instead of retyping everything manually, businesses can automate text extraction with precision and efficiency. 75% faster document processing 40% fewer hours spent on paperwork Up to 99% accuracy in text recognition How OCR works Success Story Facts & figures OCR for Zendesk Why businesses need image-to-text Organizations regularly deal with image-based text in various forms: Scanned contracts requiring modifications Invoices and receipts that need to be processed for accounting Customer-submitted documents that require quick responses Handwritten notes from meetings that must be digitized Manually converting these files is time-consuming and prone to errors. OCR automates this process—ensuring accuracy and efficiency while reducing workload. Industry research shows that OCR can reduce document processing times by up to 75%, while businesses using automated data extraction tools spend 40% fewer hours on paperwork. How OCR works OCR technology scans an image, recognizes patterns that resemble letters, and converts them into machine-readable text. Modern OCR solutions like ours use AI to improve accuracy, even for handwritten text or scanned documents with imperfections. OCR for Zendesk: Start your free trial https://youtu. be/_11kmImgN90?... --- > Discover the power of Knots automations for Zendesk - extract the data hidden in your attachments, put AI to work intelligently, and more! - Published: 2025-02-13 - Modified: 2025-02-25 - URL: https://knots.io/work-smarter/ Your tickets just merged automatically What else can we take off your plate? Merging tickets saved you time Now imagine not having to download attachments, copy-paste data from tickets, or switch between tools. Knots automates these repetetive tasks so you can solve more tickets faster. What Knots can do for you: No more copy-pasting Ticket fields fill themselves with the right data. No more downloading & reading through attachments Extract key details instantly. No more digging through conversations Get an AI-generated summary instead. No more switching between tools Bring CRM, Shopify, and other data into Zendesk automatically. Be the one who brings automation to your team! Your manager will love this. Show them how Knots can eliminate manual work and make everyone’s job easier! Enter your name and your manager’s email, and we’ll make you look like the genius who found this! --- > How Liberty Debt Relief automated 75% of workflows, improved efficiency, and scaled customer support using Knots' debt management solutions. - Published: 2025-02-07 - Modified: 2025-05-28 - URL: https://knots.io/how-liberty-debt-relief-scaled-their-customer-support/ Automating up to 75% of their workflows How Liberty Debt Relief scaled their Customer Support with Knots Liberty Debt Relief, an American company specializing in debt management solutions, serves thousands of clients daily with a mission to provide personalized financial assistance. While their challenge was specific to their industry, the underlying operational issues they faced are universal across industries - making their solution relevant to companies of all types and sizes. Handling more than 18,000 tickets monthly, they faced common scaling challenges: manual processes, inefficient workflows, and the need to maintain service quality as they grew. Initial Situation Without automation, organizations often face significant operational hurdles. Before implementing Knots, Liberty Debt Relief’s team relied on manual processes for managing tickets, handling client communications, and processing payments. These challenges led to: High error rates due to rushed tasks. Inefficiencies in managing and validating documents. Significant time spent training new customer service representatives. Difficulties scaling operations to meet growing client demands. https://youtu. be/6T8toQLkgK0 tickets processed monthly 0 email work automated 0 % billing tasks automated 0 % customers per agent 20 Knots Solution To address these challenges, Liberty Debt Relief implemented a suite of Knots apps tailored to their specific needs: OCR for PDF and Scanned Documents: Automates data extraction from debt-related documents, ensuring accurate processing and improving efficiency in debt management solutions. AI Ticket Autofill: Populates Zendesk custom fields with extracted information, eliminating manual input. Knots Studio: Validates data against their CRM, uploads documents to the correct customer profiles, and automates... --- > Enhance CSAT with AI-powered Zendesk tools. Automate tasks, personalize interactions, and improve efficiency for great customer experiences. - Published: 2025-02-05 - Modified: 2025-06-25 - URL: https://knots.io/zendesk-ai/ai-for-customer-satisfaction/ Boost customer satisfaction with AI Learn how AI can improve your customer experience with tailored responses and smarter Zendesk workflows In today’s market, 73% of customers expect companies to understand their needs and provide personalized interactions (Salesforce). To meet this demand, artificial intelligence in customer experience is a true game changer. By automating mundane tasks, providing proactive insights, and improving response quality, AI doesn’t just increase efficiency – it redefines how customers experience your brand. Automated >30 million tickets Up to 72% reduction in time spent on repetitive tasks Trusted Zendesk partner, GDPR + HIPAA compliant Challenges of AI to boost CSAT Knots' core values Real-world use cases More about Zendesk AI AI for Customer Satisfaction: Opportunities and challenges AI is transforming customer support by enabling faster responses, personalized interactions, and 24/7 availability. With 64% of service professionals reporting improved satisfaction through AI, the potential is clear. This guide shows how AI can improve customer experience by enabling faster responses, more relevant interactions, and smarter workflows. While implementing new technologies presents challenges – from maintaining authentic interactions to ensuring privacy – the benefits far outweigh the hurdles when done right. Industry leaders trust our Zendesk solutions Automated Workflows = Better Customer Experience AI-driven automation isn’t just about efficiency – it directly improves the customer experience. By removing friction and delays, agents can focus on empathy and resolution, not repetitive tasks. The result? Happier customers and better CSAT scores. Without Knots With Knots Manual tagging of intent and sentiment Automatic intent... --- > Cut Zendesk storage costs fast. Export, redact, or auto-delete attachments to boost performance and stay compliant — no manual cleanup needed. - Published: 2025-02-04 - Modified: 2025-06-25 - URL: https://knots.io/zendesk-apps/ticket-export/reduce-zendesk-storage-costs/ Reduce Zendesk storage costs — automatically Zendesk storage can fill up fast — slowing performance and driving up costs. Our automation-ready tools help you streamline your workspace by cleaning up outdated files, archiving older content, and removing attachments you no longer need. Apps to reduce storage costs Best practices Talk to us Plan Base Data Storage Base File Storage Additional Data Storage per Agent Additional File Storage per Agent Team 10 GB 10 GB 50 MB 2 GB Growth 10 GB 10 GB 100 MB 5 GB Professional 10 GB 10 GB 100 MB 5 GB Enterprise 10 GB 10 GB 200 MB 10 GB Plan Base Data Storage Base File Storage Additional Data Storage per Agent Additional File Storage per Agent Team 10 GB 10 GB 50 MB 2 GB Growth 10 GB 10 GB 100 MB 5 GB Professional 10 GB 10 GB 100 MB 5 GB Enterprise 10 GB 10 GB 200 MB 10 GB Why Zendesk storage limits are reached so quicklyZendesk organizes its capacity into two areas:Data storage: Includes ticket content, user profiles, internal notes, and metadata. High ticket volume or long retention policies can lead to rapid growth. File storage: Covers attachments like PDFs, screenshots, and images — often the heaviest contributors to bloat. Each Zendesk plan has strict storage limits. Once exceeded, you may face higher costs — and slower performance in areas like search, reporting, and agent workflows. For detailed information on how Zendesk calculates your storage usage, check the official Zendesk... --- > Automatically process CSV data in Zendesk: update tickets, perform lookups, and sync with connected systems - no manual entry needed! - Published: 2025-01-30 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/process-csv/ Process CSV Effortlessly import CSV data in Zendesk – streamline ticket, user, and organization management with just a few clicks. Zendesk CSV: No more manual data entry! Zendesk Apps Start using your CSV data immediately Unlock the power of your CSV data! Zendesk lacks native support for processing CSV files from emails or ticket attachments, forcing agents to manually extract and input data. With Process CSV, you can automate CSV handling, update tickets, perform lookups, and sync with third-party systems - eliminating manual work and enabling advanced automation. Key features Read & process CSV files: Automatically import CSV files from emails or ticket attachments and transform them into actionable data. Automate Zendesk ticket updates: Ensure up-to-date and accurate information by populating ticket fields directly from CSV data. Update Third-Party Systems: Sync with any CRM, inventory system, or other platforms via API, keeping all your tools aligned. Bridge the gap between legacy systems & automation: Easily integrate unconnected systems that lack API support by simply emailing a CSV file to Zendesk. Create custom workflows & data transformation:Configure rules, lookups, and transformations to tailor data handling to your business needs. Use Process CSV 14 days free Key benefits Increase productivity: Save time by automating data entry and updates so your team can focus on more important tasks. Eliminate human errors: Ensure data accuracy through automated processing, reducing manual mistakes. Adapt it to your needs: Customize workflows to meet your specific needs, making the tool flexible for any situation. Flexible & scalable: Easily... --- > Explore the best Zendesk apps to streamline your customer service processes in 2025. Start transforming your customer service today! - Published: 2025-01-09 - Modified: 2025-04-10 - URL: https://knots.io/zendesk-apps/best-zendesk-apps/ Best Zendesk Apps in 2025: Elevate your customer service Customer needs don't always fit neatly into a queue. While Zendesk itself provides powerful support capabilities, the right apps can transform how you serve your customers. Knots apps connect your existing support infrastructure and automate workflows, helping you deliver better experiences from first contact to resolution. Automated >30 million tickets Up to 72% reduction in time spent on repetitive tasks Trusted Zendesk partner, GDPR + HIPAA compliant Top Zendesk Apps 2025 Real-world use case Getting started Why do you need the best Zendesk apps? Customer service teams often face challenges like repetitive tasks, scattered data, and high response times. According to a recent study by HubSpot, 93% of customers are likely to make repeat purchases with companies offering excellent customer service. Additionally, McKinsey highlights that automating customer service tasks can reduce resolution times by up to 30%, leading to improved customer retention and satisfaction. A Forbes report also emphasizes that companies leveraging automation in customer support see an average 15% cost reduction. Knots' Zendesk apps address these issues by:Automating repetitive workflows. Simplifying complex tasks. Enhancing agent productivity. Providing actionable insights. Our tailored solutions go a step further, offering cutting-edge AI and automation features that help businesses stay ahead of the curve. Learn more about these innovative tools on our app overview page. Discover all apps Talk to us Top Zendesk apps by Knots in 2025 Here are the standout Knots apps to elevate your Zendesk experience: Greatest benefit How it works... --- > Discover how to create real ROI with AI. Knots GenAI apps for Zendesk automate support, cut costs, and boost satisfaction. - Published: 2025-01-08 - Modified: 2025-05-14 - URL: https://knots.io/zendesk-ai/genai-for-roi/ Driving Value: Creating ROI with Generative AI Generate real ROI with AI for Zendesk – automate tasks, cut costs, and boost customer satisfaction with GenAI apps by KnotsWhile many companies are still figuring out how to generate ROI with AI, Knots delivers measurable business value today. Our Generative AI (GenAI) solutions turn Zendesk into a profit driver – cutting costs, boosting efficiency, and improving customer experience at scale. Our AI-powered tools are proven across industries: Automated over 30 million tickets Saved more than $43. 2 million in labor costs Reduced time on task for customer service teams by 72% With Knots AI-driven applications for Zendesk, organizations can achieve these results while remaining fully GDPR and HIPAA compliant. GenAI Use Cases Expert Insights ROI Calculator More about Zendesk AI How to create ROI with AI in customer serviceTraditional customer service tools just aren't enough anymore. Generative AI (GenAI) solutions are the way to deliver exceptional service, handle everyday tasks much more efficiently, and enable you to scale your business sustainably. They represent a fundamental shift in how companies deliver support, analyze customer needs, and drive revenue growth. It’s not just about automation – it’s about smarter processes, higher CSAT, and lower costs. With AI for ROI, you transform customer service from a cost center to a growth driver. If you do it right. What is GenAI? Generative AI (GenAI) is a form of advanced machine learning that generates human-like content, insights, and predictions by analyzing data patterns. Unlike traditional AI, GenAI... --- > Discover AI automation tools to handle repetitive tasks, save 70% in labor costs, and greatly improve customer satisfaction! - Published: 2025-01-06 - Modified: 2025-04-11 - URL: https://knots.io/zendesk-ai/ai-automation/ AI & Automation: Redefining Customer Service The Reality of AI Automation AI and automation in customer service have become a game-changer – enabling companies to meet growing expectations while reducing costs. But how much of this is grounded in reality? At Knots, we focus on building practical automation tools that integrate the best AI technology to enhance customer service, making teams more efficient and agents' jobs easier. And we have the numbers to prove it: Over 30 million tickets handled automatically More than $43. 2 million saved in labor costs 72% reduction in time spent on repetitive tasks AI automation apps Real-world use cases Create ROI with GenAI More about Zendesk AI Addressing the challenges of modern customer service Customer service teams face unprecedented challenges. Response times that were once acceptable now feel glacially slow. Quality that was once exceptional is now merely expected. The numbers tell the story:90% of customers expect an immediate response to their questions (Getzowie)Support teams lose nearly half their day to repetitive tasks. Large teams struggle to maintain consistent quality as they scale. Adding more agents isn't the answer - it's expensive, hard to scale, and doesn't solve the underlying inefficiencies. This is where automation in customer service truly shines: it allows support teams to meet growing demands without compromising quality. What is AI automation and how does it solve these problems? Think of AI automation as a smart assistant that handles the predictable parts of customer service. It's not about replacing human agents -... --- > What Knots' AI tools can do for Zendesk: Automate 80% of tasks, cut costs by 65%, and deliver faster, personalized support. Start today! - Published: 2024-12-23 - Modified: 2025-02-05 - URL: https://knots.io/zendesk-ai/ Powering Zendesk with AI Better support processes that cost less? It's real. Our customers prove it every day. AI seems to be everywhere, often, but not always for the better. For us, its best application by far is ... your customer service team! Find out how to get better results for less investment, what tasks our advanced AI for Zendesk applications can handle, how your customers can get better, more personalized, and more accurate answers faster, and how your agents can get rid of the repetitive tasks that used to eat up their day. Automate up to 80% of interactions with AI for Zendesk Reduce costs by up to 65% with AI agents Make your customers exceptionally happy Knots' AI apps for Zendesk Synergy effects ROI for GenAI AI Automation AI for Customer Satisfaction How Zendesk AI is transforming customer service AI is a true game-changer for customer service - especially if you know what tools to use! With Knots' advanced Zendesk AI tools, you can automate all of your routine tasks. You'll reduce costs and dramatically improve customer satisfaction: First-response times are accelerated, information is spot-on, and complicated issues now get the attention they deserve from customer service agents. Our solutions are designed to streamline your operations and meet high security standards, being 100% GDPR and HIPAA compliant. Here’s how Knots’ AI for Zendesk tools can help you:Automate routine work: Tagging tickets and manually filling out ticket fields? Eliminate manual tasks like ticket categorization and data entry, saving your... --- > Explore Knots FAQs, Zendesk app guides, account settings, and billing support. Streamline customer service with secure, GDPR-compliant tools. - Published: 2024-12-10 - Modified: 2024-12-20 - URL: https://knots.io/faq/ Knots' FAQ, help center & solutions Go to Knots FAQs You've got questions about Knots? We've got answers. Let's just narrow it down first. Zendesk Apps This section will take you step-by-step from initial download to full setup of our Zendesk apps. It's designed to simplify the process and help you get up and running quickly and effortlessly. Find out everything you need to know about installation prerequisites, system requirements, and initial configurations. Account & Profile Management Get insights on managing your profile, resetting passwords, and customizing your account settings. Dive into the details of your subscription, including payment methods, invoice queries, and renewal dates. Whether you're considering starting a subscription or have questions about your existing one, find all your answers related to pricing, upgrades, downgrades, and billing cycles right here. Go to Knots FAQs Looking for something else? Get in touch and we will get back to you as soon as we can. Send a request Knots. io Help Center: FAQs and Support Welcome to the Knots Help Center—your go-to resource for all things Knots. io. Whether you’re here to explore our Zendesk apps, manage your account, or learn how to optimize your workflow, you’ve come to the right place! Account Management and Profile Settings Managing your Knots account is simple with our comprehensive resources. Our Accounts & Profile Management section covers: Managing Your Profile: Learn how to update personal details and customize your account settings. Password Reset: Step-by-step guidance to recover access to your account. Subscription Details:... --- > Use the Zendesk Sunshine API to make real use of custom objects data. Automate filling Zendesk tickets with Sunshine info. Try for free! - Published: 2024-12-05 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/use-zendesk-sunshine-custom-objects/ Use Zendesk Sunshine Custom Objects Get the most out of Sunshine Objects: Store, access, and update custom data in Zendesk without the need for custom code. Integrate Sunshine Custom Objects now - 14 days free Home Integrate Sunshine Custom Objects data into your Zendesk workflow Accessing data from Zendesk Sunshine Custom Objects can be complex, often requiring manual lookups or custom development to integrate this data properly in your workflow. Our app eliminates these challenges by automating data retrieval and updating tickets with relevant information like customer profiles, inventory details, or order history. With real-time access to key business data, your team can reduce delays, minimize manual work, and improve response accuracy. Zendesk Sunshine with instant data & zero hassle - start your free trial How it works Knots provides a template that simplifies working with Zendesk Sunshine Objects. You just need to configure what data should be retrieved and where it should be placedAutomatically pulls the data: When a ticket comes in, the app finds and adds the right data from the Custom Objects—based on criteria such as customer ID or shop ID. Updates tickets with important information: The app adds important details like orders, locations, or other custom fields directly into the ticket. Streamlines your workflows: Use this enriched data to automate routine tasks, speed up ticket resolution, and help your team make informed decisions. Bring Sunshine into Zendesk - 14 days free Key features Automatic data retrieval: The app pulls Sunshine Custom Object data, like customer details... --- - Published: 2024-11-12 - Modified: 2024-11-12 - URL: https://knots.io/careers/speculative-application-2/ We are always looking for talent. Submit your CV today! Apply now Join Us: Tech Innovators Wanted! We are a start-up that develops automation solutions to kill boring tasks and take customer service in Zendesk to the next level. Our tools are ready-to-use and solve the most common problems with ease. With over 300 projects under our belt, we know what really matters. Whether it's complex workflows or small hurdles – we have the solutions to optimize processes in cloud software and reduce manual tasks to a minimum. Are you excited to revolutionize the future of customer service and really take off with us? Then feel free to reach out! LEAVE YOUR FOOTPRINTIt doesn’t matter whether you’ve completed a degree or vocational training, how old you are, where you live, where you come from, what your résumé looks like, or whether you’d like to join us full-time, part-time, as an intern, or as a working student – we’re always on the lookout for talent in the following areas:IT DevelopmentConsultingCustomer SuccessMarketingSalesBusiness DevelopmentProject ManagementSo, if you’d like to be part of our team and take on exciting and challenging tasks in a dynamic work environment, feel free to send us a speculative application – we look forward to hearing from you! HAVE AN IMPACTCan’t find the right position for you right now? No problem! Send us your speculative application anyways and we’ll get in touch with you. WHY KNOTSWe are an international, diverse team. We prioritize people first, and then skills —... --- > Easily update user emails in Zendesk with our app. Change primary email addresses without hassle and keep customer contacts up to date. - Published: 2024-11-07 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/change-primary-email-for-zendesk/ Change Primary Email for Zendesk Ensure Zendesk replies always reach the right email—automatically update primary email addresses for seamless communication. Change primary emails in Zendesk now! Home Keep Zendesk replies going to the right email Zendesk always sends replies to a user’s primary email, even if they contacted support from a different address. This can cause missed responses, frustrated customers, and unnecessary manual work. Knots Change Primary Email ensures Zendesk replies always go to the correct inbox by automatically updating the primary email to match the one used in the latest support request. Try Change Primary Email 14 days free Key Features Automated email updates: When a user contacts support from a secondary email, the app automatically updates their primary email to match. Seamless Zendesk integration: Works in the background, requiring no manual intervention or extra setup. Eliminates manual work: No more searching for users and manually updating primary email addresses in Zendesk. Ensures accurate replies: Responses always go to the email the user actually used, avoiding confusion and missed replies. Update Zendesk primary emails - free trial! How it works 1 A customer submits a support request using a secondary email. 2 The app detects and verifies the email against the user’s Zendesk profile. 3 If the email exists as a secondary address, the app automatically updates it as the primary email. 4 The agent’s response is sent to the correct email, ensuring the customer receives it without issue. Simplify Zendesk email management Change Primary Email offers a simple,... --- > Boost your Shopify revenue with our abandoned cart email automation app. Recover lost sales effortlessly and enhance customer engagement. - Published: 2024-10-04 - Modified: 2025-02-19 - URL: https://knots.io/zendesk-apps/shopify-abandoned-cart/ Shopify Abandoned Cart for Zendesk Turn your abandoned Shopify carts into support tickets and recover lost sales with our Shopify abandoned cart email automation app for Zendesk. Automate Shopify abandoned cart emails – try it free Home Automated Shopify abandoned cart emails in Zendesk: Recover revenue The Shopify Abandoned Cart app for Zendesk helps your team seamlessly re-engage customers and recover lost sales by automatically sending Shopify abandoned cart emails and creating support tickets when a customer leaves items in their cart. Automated email follow-ups ensure strategic outreach with context-driven insights, turning missed opportunities into sales and enhancing customer service - all without manual effort. Try Shopify Abandoned Cart Emails free! Key features of Shopify Abandoned Cart Automated abandoned cart emails: Send timely follow-ups with Zendesk using pre-built or custom email templates. Zendesk ticket creation: Automatically generate support tickets for abandoned carts to enable proactive customer outreach. Customer insights: Track cart abandonment patterns to optimize your sales strategy. Revenue growth: Increase conversions by engaging customers who abandoned their carts. Enhanced customer experience: Provide proactive assistance during the checkout process. Auto-send abandoned cart emails for Shopify! Why choose Shopify Abandoned cart email automation? This app addresses key challenges such as missed revenue, ineffective follow-ups, and poor visibility into shopping behaviors. By capturing abandoned carts in real time, sending automated emails, and generating Zendesk tickets, your team gains the tools needed to recover lost sales. Automatic cart capture: Track and record every abandoned cart in your Shopify store. Custom polling intervals: Define... --- > GPT Sidebar App: Your Zendesk Copilot. Automate tasks, deliver personalized responses, and remember past data. Try it free for 14 days! - Published: 2024-09-24 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/gpt-sidebar-app/ GPT Sidebar: Your Zendesk Copilot Boost efficiency with your Zendesk AI Copilot by Knots – generate smart replies, automate tasks, and enhance customer interactions with GPT integration Speed up responses and boost accuracy – integrate GPT in Zendesk Home GPT Sidebar: Your intelligent Zendesk AI agent GPT Sidebar is your agent copilot in Zendesk – integrating directly with the editor to provide AI-driven replies, workflow automation, and smart ticket handling. Designed to help streamline ticket handling, it allows teams to work more efficiently while staying within their familiar Zendesk environment. With GPT Sidebar as your Zendesk agent copilot, your team can:Generate custom GPT prompts for Zendesk responsesAutomate complex ticket handling with AI precisionAccess and utilize past ticket summaries for seamless follow-ups Supercharge Zendesk with an AI copilot – start free today Key Features of the GPT Copilot for Zendesk Custom GPT prompts for Zendesk: Generate tailored responses for various inquiries, ensuring consistent and accurate support with AI-powered automation. AI memory: Save and reuse GPT outputs, enabling agents to continue conversations seamlessly and optimize workflows with intelligent AI assistance. Seamless Zendesk Integration: Your AI copilot writes prompt results directly into the Zendesk editor, keeping agents productive within their familiar platform. Azure OpenAI-powered GPT for Zendesk: Powered by Microsoft’s Azure infrastructure, ensuring reliable performance, enterprise-grade security, and full self-hosted deployment for complete data control and GDPR compliance. Learn more about our self-hosted AI solution. GDPR-compliant AI for Zendesk: Fully adheres to data privacy regulations, keeping your data secure and never used for... --- > Shape the future of workflow automation! Explore career opportunities at Knots and be part of a dynamic, innovative team. - Published: 2024-09-19 - Modified: 2025-06-06 - URL: https://knots.io/careers/ Join the Knots Team: Shape the Future of Customer Support Automation At Knots, we’re revolutionizing how businesses manage customer support with smart automation, particularly through Zendesk. Our platform empowers companies to streamline workflows, reduce manual tasks, and create seamless customer experiences. We believe that automation is not just about efficiency—it’s about unlocking human potential by allowing teams to focus on what truly matters: delivering exceptional service. Open positions Innovation We encourage creativity and out-of-the-box thinking. Our team is constantly looking for ways to improve and push the boundaries of what's possible with automation. Customer-Centricity At Knots, our customers’ success is our success. We work closely with our clients to understand their challenges and provide tailored solutions that make their lives easier. Collaboration We believe in the power of teamwork. Our diverse team works together across functions and borders to create innovative solutions that have a real impact. Open positions Speculative Application (m/w/d) Learn more Content & SEO Specialist (m/w/d) Learn more --- > Export Zendesk tickets to PDF with attachments. Automate exports, archive data, and bulk-delete to reduce storage costs and stay compliant. - Published: 2024-09-17 - Modified: 2025-06-27 - URL: https://knots.io/zendesk-apps/ticket-export/ Export Zendesk Tickets (with Comments & Attachments) to PDF Looking to export Zendesk tickets – including comments, attachments, and custom fields – to share, archive, or free up storage space? Knots Export Tickets is your secure and flexible solution to export Zendesk tickets as human-readable PDFs. Set up automated workflows, archive to your preferred cloud destination, and optionally delete tickets after export. Export Zendesk tickets with comments – free trial Home Why Zendesk ticket export matters Zendesk doesn’t offer flexible export options – especially on lower-tier plans. You might need exports for:Compliance or audit readinessLong-term data storageInternal reporting or collaborationReducing Zendesk storage costsBut native options are limited to CSV/JSON, don’t include attachments or private notes, and lack automation. Knots Export Tickets fills those gaps:Export complete tickets as PDFs, automate everything, and archive data where you need it – no upgrade required. Export exactly what you need Choose which Zendesk data to include in each export:Public and private commentsSide conversations with attachmentsTags, ticket fields, requester and user fieldsLinked attachments and inline imagesAll content is bundled into clean, human-readable PDFs. Bulk delete after exportYou can optionally delete tickets and their attachments from Zendesk right after export. Perfect for staying organized and managing your storage! Zendesk: Export tickets automatically Export, archive, automate Your Zendesk tickets are exported as structured PDFs and delivered wherever you need them:FTP or SFTP for secure on-prem storageCloud services like Google Drive, Dropbox, or Amazon S3Any external system supported by Knots integrationsOnce configured, exports run automatically in the background... --- > Enhance Zendesk with GPT Editor. Automate ticket responses, improve chat interactions, and streamline support with AI-powered suggestions. - Published: 2024-08-23 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/gpt-editor/ GPT Editor for Zendesk Transform your Zendesk support with seamless (Chat)GPT integration, delivering efficient and personalized customer interactions. Use AI-powered responses in Zendesk – free trial Boost efficiency with Zendesk GPT integration This AI-powered tool enhances your support workflow, helping agents handle tickets more efficiently. Automate responses, adjust tone, translate, rephrase, or expand content effortlessly with a single click. Save and reuse instructions with ease. Simply store your personalized GPT prompts for Zendesk and apply them quickly using the GPT Editor icon—the most valuable button in the Zendesk editor. Built on Microsoft Azure’s GPT services, this AI-powered Zendesk integration ensures full GDPR compliance while offering seamless automation, customization, and security. Why choose GPT Editor for Zendesk? Save custom AI instructions: Tailor responses, adjust tone, translate, or rephrase content. One-click AI responses: Generate AI-powered answers instantly. Streamlined workflows: Assign prompts to specific scenarios for faster ticket handling. Connect your AI instance: Use your MS Azure OpenAI or preferred LLM model. Full Zendesk integration: Access AI tools directly within the Zendesk editor. Try GPT Editor for free, start using AI-powered responses! What can you do with GPT Editor? Save custom AI instructions: Tailor responses, adjust tone, translate, or rephrase content. One-click responses: AI-powered answers with a single click. Streamlined workflows: Assign prompts to specific scenarios for faster ticket handling. Connect your instance: Use your MS Azure OpenAI or preferred LLM model. Seamless integration: Access AI tools directly in Zendesk’s editor. Simplify work with GPT for Zendesk Ready to improve responses with just... --- > Integrate Shopware 5 with Zendesk for real-time automated ticket management, order tracking, and seamless data access. 14 days free! - Published: 2024-08-20 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/shopware-5/ Shopware 5 Event Sync Integrate Shopware with Zendesk for seamless customer supportKeep customer and order data synchronized in real time with Shopware 5 Event Sync. Ensure your support team always has up-to-date information, improving response times and customer satisfaction. Integrate Shopware with Zendesk now - free trial Zendesk Shopware integration made easy Unlock the power of real-time data synchronization between Shopware 5 and Zendesk with Shopware 5 Event Sync by Knots. Elevate customer support by seamlessly integrating your e-commerce data into Zendesk. Give your support agents instant access to customer details, order history, and product information - all within Zendesk tickets. Sync Shopware data in Zendesk effortlessly - 14 days free Watch Shopware 5 Event Sync in action Automatically capture support tickets:When a new support ticket is created in Zendesk, Shopware 5 Event Sync automatically retrieves key details. Retrieve critical data instantly:Through seamless API integration, the app pulls customer details, order history, and product information directly from Shopware 5. Store and use data effectively:Captured data is instantly stored in Zendesk ticket fields, making it readily available for support teams. Automate and streamline your workflow:Use synchronized data to automate ticket management - prioritize, tag, or route tickets based on predefined rules. For example, automatically tag VIP customers or prioritize orders based on status. Enable your Shopware Zendesk integration today Why choose Shopware 5 Event Sync for Zendesk? Seamless data access: Instantly view customer and order details within Zendesk tickets. Real-time synchronization: Keep agents updated with the latest order status, customer information,... --- > Redact Zendesk Ticket Attachments: Automatically protect personal data, and save on storage costs with just a few clicks. Try it now! - Published: 2024-08-16 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/redact-attachments/ Redact Ticket Attachments The Zendesk redaction app removes sensitive attachments from tickets – secure, automated, and compliant. Start automatic ticket redaction in Zendesk - 14 days free Home Redact Attachments: Automate manual tasks and stay compliant The Zendesk Redaction App for ticket attachments – your go-to solution for removing sensitive data effortlessly. Automate ticket redaction in Zendesk to ensure compliance, protect personal information, and reduce storage costs with just a few clicks. Automate ticket redaction in Zendesk Why should you redact attachments? Tired of manually redacting attachments in Zendesk? Automate ticket redaction with our app and stay compliant effortlessly - no more manual errors. Automate redaction: Remove sensitive data from Zendesk attachments automatically and meet compliance requirements with ease. Reduce storage costs: Zendesk storage costs can add up quickly. Free up Zendesk storage by removing unnecessary attachments while keeping the ticket data. Enhance security: Protect personal information and sensitive data fully automatically. Redact attachments in Zendesk - 14 days for free Key Features and Functions The Zendesk Redaction App streamlines ticket redaction and enhances data security - fully automated and hassle-free:Comprehensive automated redaction: Remove sensitive files from Zendesk tickets and ticket comments and replace them with a secure redacted. txt file. Scheduled redactions: Use custom triggers such as tags or (new! ) custom search queries (e. g. , "closed>1year") to redact attachments even from historical tickets. Maintain compliance automatically by using the option to run redactions daily, weekly, or monthly. Inline image protection: Ensure complete security by redacting all attachments,... --- > Merge Zendesk tickets automatically + for free. Save time, reduce duplication, and improve customer support efficiency. Easy install & use. - Published: 2024-07-19 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/merge-tickets/ Merge Tickets in Zendesk Automatically merge duplicate tickets in Zendesk – streamline support and keep conversations organized. Merge Zendesk tickets automatically – free forever Home Automate merging duplicates and other redundant Zendesk tickets! Streamline your customer support workflow with Knots Merge Tickets. We’ve fully automated Zendesk’s merge function while giving you more control and efficiency over ticket management. Easily merge duplicate tickets based on ticket field content without losing conversations, so your support team can focus on solving problems, not managing tickets. Whether you’re handling repetitive requests or combining related issues, our app makes the process seamless and intuitive. And the best part? It’s 100% free. Free ticket merging in Zendesk, start today! You want to merge unnecessary Zendesk tickets through their content? Discover Ticket Parser! Why merge tickets in Zendesk? Duplicate tickets can create confusion, slow down response times, and lead to inefficiencies in your support workflow. Merging tickets in Zendesk consolidates related requests into a single conversation, ensuring clear communication and a more organized ticketing system. Reduce duplication: Prevent agents from handling the same issue across multiple tickets. Improve efficiency: Keep conversations unified so customers receive faster, more accurate responses. Streamline support: Use our Zendesk ticket merge functionality to simplify ticket management and reduce clutter. With automated ticket merging, your support team can focus on solving problems instead of managing duplicate requests. Zendesk: Merge tickets automatically! Key features of Zendesk Ticket Merge The Knots Merge Tickets app seamlessly integrates with Zendesk, helping you eliminate duplicate tickets and keep... --- > Automate ticket fields in Zendesk with AI autofill. Reduce manual work, speed up responses, and improve data accuracy in customer support. - Published: 2024-07-12 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/autofill-ticket-fields/ Autofill Ticket Fields in Zendesk Eliminate manual data entry in Zendesk – autofill ticket fields for faster, smarter support. Automate ticket data entry – start free trial Home Automate your Zendesk workflow with AI Autofill and Ticket Parser Filling out ticket fields—opening, reading, copying, or typing—takes time that agents could spend on more important tasks. Therefore, we offer two automation solutions to streamline your processes:AI Ticket AutofillBefore an agent sees the ticket, AI (using your preferred AI instance) analyzes the data, finds key details, and auto-fills specified Zendesk fields. As a result, processing times are reduced, customers are happier, and costs go down. Ticket ParserPrefer a non-AI solution? Train an internal model with the Ticket Parser to automate field filling while keeping full control over the process and data in-house. This is ideal for businesses needing a custom, secure solution. ---Regardless of which option you choose, both tools are designed to make your Zendesk operations smoother and more efficient. Want to maximize efficiency with AI? Choose AI Ticket Autofill. Need full customization without AI? Discover Ticket Parser. Benefits of AI Ticket Autofill Save timeAI Ticket Autofill populates Zendesk ticket fields automatically, reducing manual work so agents can resolve issues faster—no more copy-pasting or tedious data entry. Reduce errorsManual entry is error-prone. AI Ticket Autofill ensures accurate, consistent data for user fields, organization fields, and ticket data with Zendesk AI precision. Improve efficiencyAutomate routine tasks and boost productivity. AI Ticket Autofill handles repetitive work, freeing agents to focus on complex inquiries.... --- > Explore 20+ Zendesk apps from Knots: to automate tasks, reduce costs, and improve CX. From OCR to AI Copilot – find your perfect app match. - Published: 2024-07-12 - Modified: 2025-06-16 - URL: https://knots.io/zendesk-apps/ The best Zendesk Apps to automate & scale support Explore Knots' Zendesk Apps to automate workflows, reduce costs, and boost satisfaction. From AI automation to no-code integrations – we help you to scale faster. Whether you want to simplify ticket handling, extract data from files, or personalize customer responses, our custom Zendesk apps are built to enhance efficiency and reduce repetitive work. Explore our Zendesk Apps Trusted by Industry Leaders Customizable & Scalable Proven Efficiency Gains Seamlessly integrated Process Attachments AI/GPT Manage Data Manage Tickets Privacy & Compliance Process Productivity Scan & Extract Simplify & Tidy up Storage Sync & Integrate Transform All Not what you were looking for? You may have an idea of how Knots can benefit your business? Book a demo and we will be happy to prove you right. Talk to us Best Zendesk app use cases: Combine for maximum impactUnlock the full potential of your Zendesk experience by combining these powerful apps, designed to work seamlessly together to improve efficiency and reduce workload. Let us show you that the more zendesk apps you have, the better your workday will be:1. AI Copilot + Sentiment Analysis + Ticket AutofillBenefit: The AI Assistant allows agents to quickly generate AI-driven responses while simultaneously analyzing the sentiment of customer tickets. This insight helps the Ticket Autofill app extract and fill in the most relevant information, resulting in faster ticket resolution times and highly personalized customer interactions. 2. Merge Tickets + Export & ArchiveBenefit: Combine the free Merge Tickets app,... --- > Automatically tag and route Zendesk tickets with AI. Reduce manual work, speed up responses, and improve support efficiency. - Published: 2024-07-05 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/ticket-classification/ Zendesk Ticket Classification Automatically classify and tag Zendesk tickets with AI to streamline support workflows and improve customer satisfaction. Automate ticket categorization with AI – free trial Home Boost support efficiency with automated ticket classification Automatically understand ticket intent and route smarterSupport teams spend countless hours sorting and tagging incoming requests. With Zendesk Ticket Classification, you can skip the manual effort and let AI do the work. Our app uses advanced natural language processing (NLP) and machine learning to analyze tickets in real time - automatically tagging, classifying, and routing them to the right teams. Say goodbye to tedious categorization and hello to faster resolution times and happier customers. Automatically classify Zendesk tickets before they’re opened AI-powered classification: Instantly understand the content and intent of support tickets, tagging them with predefined categories such as “Billing,” “Technical Issue,” or “Returns. ”Support ticket tagging at scale: Handle large volumes of tickets without bottlenecks using automatic ticket tagging for Zendesk. Precise ticket routing: Make sure every issue lands with the right team immediately—no more manual triage. Zendesk ticket categories made simple: Build a classification system tailored to your workflows and terminology. Seamless integration: Installs quickly and works natively inside your Zendesk environment. Streamline your workflows with intelligent ticket classification How AI classifies your Zendesk tickets Zendesk Ticket Classification uses machine learning to scan the content of each incoming ticket. Based on patterns, keywords, and context, the app:Detects intent and urgency (e. g. “request refund,” “cannot log in,” “thank you”)Tags the ticket automatically using... --- > Streamline task management with Monday! Automate task creation directly from emails and enhance your business workflow. Try it now! - Published: 2024-07-05 - Modified: 2024-07-25 - URL: https://knots.io/monday-email-automation/ Streamline Monday. com Workflows with Email Automation A hassle-free email automation solution that effortlessly creates tasks from any email provider to your Monday board. Try now Effortless Email-to-Task Creation Solution For Your Projects The right solution enables users to create tasks on Monday directly from Outlook, seamlessly and efficiently managing tasks on the Monday board. Seamless Integration Configure your task management board easily with any email provider, including Microsoft Outlook. Our dedicated support can assist Outlook users with any setup issues. Better Task Management With Knots Studio, you can consolidate tasks and relevant email information, including assignees, attachments, and more, in one place, ensuring nothing slips from the track. Coding Knowledge Is Not Needed Our intuitive solution supports users of all technical levels with email integrations, automation rules, and task management on Monday. com, ensuring smoother workflows. Enhanced Productivity and Scalability Creating a task from Monday. com from emails saves time and reduces manual effort for business managers and individuals. This boosts productivity and supports scaling task management as projects become more complex. Try now Start using our solution for free. Integrate with Monday. com to create tasks from emails and enhance your business workflow. Book a Demo Key Features of Knots Studio Email Automation Solution Easy Email Forwarding Users set up an MS Outlook rule to forward emails to their custom Knots email address, retrieving relevant information from Outlook mailboxes. This helps solve automation challenges on Monday. com, making tasks more efficient by cutting down on manual data entry... --- > Automatically redact sensitive data in Zendesk tickets with AI. Ensure GDPR compliance, boost security, and reduce manual effort. - Published: 2024-06-03 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/ai-ticket-redaction/ AI Ticket Redaction for Zendesk Automatically redact sensitive information in Zendesk – secure, fast, and AI-powered Redact sensitive data in Zendesk instantly - free trial Home Automate Ticket Redaction in Zendesk with AI Protect sensitive customer data with AI-powered ticket redaction in Zendesk. Our AI Ticket Redaction app automatically detects and removes confidential information, ensuring compliance, security, and efficiency in your support workflow. With seamless Zendesk integration, you can enhance data security, meet industry regulations, and reduce manual effort - all while keeping your support operations running smoothly. Looking to redact attachments as well? Check out our Redact Attachments app for Zendesk to automatically remove sensitive files from tickets. Redact sensitive data in Zendesk - 14 days free! Features designed for enhanced data security Automated data redaction: Our AI scans Zendesk tickets in real-time, redacting personal information, financial details, and other sensitive data to prevent unauthorized access. Seamless Zendesk integration: No coding required – install our app directly from the Zendesk Marketplace and start redacting sensitive information instantly. Customizable redaction rules: Define exactly what types of data should be redacted to fit your organization’s security and compliance needs. Compliance assurance: Stay compliant with GDPR, HIPAA, and other regulations by automating data redaction across all customer support interactions. Audit and review: Maintain transparency with detailed redaction logs, ensuring accuracy and compliance with auditing standards. Automate ticket redaction in Zendesk now Why redact Zendesk tickets with AI? Save time and resources: Automate the tedious task of manually redacting sensitive information, allowing your... --- > Summarize tickets instantly with AI. Speed up your Zendesk support with automated insights. Try AI-powered ticket summaries today. - Published: 2024-05-21 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/ai-ticket-summary/ AI Ticket Summary Faster insights, better decisions – get concise AI-generated ticket summaries in Zendesk Try AI Ticket Summary for free Home Elevate your ticket management Boost your support team’s efficiency with automatic ticket summaries directly within Zendesk. Our AI-driven ticket assistant helps you manage customer inquiries more effectively, so your agents spend less time documenting and more time resolving issues. Why use AI-powered ticket summaries in Zendesk? Save time and reduce workload: Automatically create concise summaries for every Zendesk ticket. With AI summarization, your team reduces manual documentation, letting agents focus on solving customer issues. Increase agent productivity: Arm your agents with quick, actionable insights with instant ticket summaries, enabling rapid responses and improved productivity. Maintain consistency: Ensure that every ticket summary is clear, concise, and consistent, regardless of who handles it. AI-powered summaries standardize the way information is captured, making collaboration easier and maintaining quality. Boost Zendesk with AI – start free How it works AI-Generated Summaries: Use the ticket AI to create summaries that capture the essence of each Zendesk ticket. AI analyzes ticket content in real time, ensuring that all critical details are included in a concise, readable format. Customizable Summarization: Adjust AI settings to control the length and detail of summaries, aligning them with your business processes and customer communication standards. Seamless Zendesk Integration: Easily integrate with Zendesk to manage and view summaries without leaving the platform, with no need for additional software. Instant summaries: Get summaries instantly upon ticket creation or updates, enabling quicker... --- > Boost efficiency with AI-powered ticket classification for Zendesk. Automate tagging, streamline workflows, and improve customer support. - Published: 2024-05-21 - Modified: 2025-02-14 - URL: https://knots.io/zendesk-apps/ai-ticket-intention-by-knots/ AI Ticket Intention Supercharge Your Zendesk Support with AI Try for Free About AI Ticket Intention AI Ticket Intention by Knots is an innovative tool developed to automate the process of ticket classification within Zendesk through the use of artificial intelligence. Utilizing advanced Natural Language Processing (NLP) techniques, this tool swiftly discerns the underlying reasons for customer inquiries, enabling automatic classification of tickets prior to them being accessed by support agents. Enhanced Routing With intentions clearly identified, route tickets to the most suitable group of agents, streamlining resolutions and improving response times. User-Friendly Interface Designed for simplicity and ease of use, the setup process is quick and straightforward, ensuring you can start enhancing your ticket management without any hassle. Customizable Intention Tailor the classification system to perfectly align with your operational needs. Easily configure drop-down fields that match your business requirements. Integration with ChatGPT Connect seamlessly with your own Azure GPT or OpenAI models to further enhance your customer support capabilities. Round Robin Compatibility. Distribute and assign tickets efficiently among agents specialized in particular topics. Try for Free Learn how Knots can help you automate tasks and achieve significant savings for your business. Book a demo Key features of AI Ticket Summary Quick Setup Get up and running in under 2 minutes and immediately witness the transformative impact on your support system Precision Achieve impeccable accuracy in ticket classification, eliminating the potential for errors. Customer Satisfaction Deliver timely and precise support, significantly enhancing customer experiences. Reduce Labor Costs Automate repetitive... --- - Published: 2024-05-10 - Modified: 2024-05-10 - URL: https://knots.io/studio/zendesk-whatsapp/ Send Outbound Messages via Whatsapp using Zendesk Enhance Customer Support with Knots Studio. Connect WhatsApp with Zendesk to improve your customer service. Talk to a specialist Integrate Whatsapp with Zendesk Directly send messages to customers via WhatsApp using our Knots Studio integration. You can trigger automation or let agents choose templates that they want to send to customers. Meet your business needs, ensuring these messages are sent promptly and maintaining compliance with WhatsApp guidelines. Automated Notifications Automatically send notifications such as "We are still working on your request" to keep the conversation window active. This helps you manage customer expectations and maintain engagement without manual intervention. Merge Existing Users in Zendesk Automatically combine new customer information from WhatsApp with existing profiles in Zendesk. This integration prevents duplicate entries and gives your agents a unified view of customer interactions. Benefits of Using Knots Quick Setup Integrates smoothly with Zendesk, reducing the need for complex backend adjustments. Efficiency Automates routine communications, allowing your team to handle more critical issues. Customization Offers a range of messaging options to align with your company’s communication style. Choose Knots Studio to enhance your customer service capabilities through a straightforward integration of Zendesk and WhatsApp. You can try it without risk. Knots Studio is available for 14 days for free. Our team of specialists is happy to help you with the setup process. Talk to a specialist --- > Automatically assign tickets in Zendesk with Round Robin logic. Easy to configure using triggers and tags. Try better Zendesk routing! - Published: 2024-03-19 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/round-robin-ticket-assignment/ Round Robin Ticket Assignment Automatically distribute tickets to agents and keep workloads balanced with Knots Round Robin for Zendesk Auto-assign Zendesk tickets with Round Robin Home Automated ticket assignment in Zendesk – fair, fast, and easy Handling high ticket volumes? Round Robin for Zendesk helps you automatically assign tickets to your team using a simple, rotating system. Say goodbye to manual distribution and overloaded agents. Why use Round Robin for Zendesk? Balanced workloads prevent burnout and improve response times. With Knots Round Robin, tickets are automatically assigned to agents as they arrive - using Zendesk triggers and tags in a fair, systematic rotation. This streamlines your support workflow and boosts team productivity. Balance workloads with Round Robin for Zendesk Key benefits of Round Robin Ticket Assignment Auto-assign tickets in ZendeskDistribute tickets to available agents instantly, ensuring no one is overloaded and all tickets are handled promptly. Zendesk automatic ticket assignmentCustomize assignment rules to prioritize teams or agents based on expertise, availability, or workload. Native Zendesk integrationBuilt on top of Zendesk triggers and tags—no external systems or complex setup required. Improve agent productivityEliminate manual ticket routing so your team can focus on solving customer issues faster. Automate Zendesk ticket assignment with Round Robin How it works The Knots Round Robin App makes automated ticket assignment simple:Set assignment rulesDefine how tickets should be assigned - based on agent groups, availability, or ticket properties. Trigger-based ticket assignmentUsing Zendesk triggers and tags, the app assigns tickets in a true Round Robin sequence. Monitor and... --- > Automate ticket fields in Zendesk with AI autofill. Reduce manual work, speed up responses, and improve data accuracy in customer support. - Published: 2024-03-05 - Modified: 2025-02-14 - URL: https://knots.io/zendesk-apps/ai-ticket-autofill/ AI Ticket Autofill A powerful AI-driven solution to search and extract information from your Zendesk tickets. Try for Free Unlock the Power of AI for Seamless Data Extraction How it works: Input Text or Image Upload your unstructured text or image containing the data you need to extract. AI Analysis Our advanced AI algorithms analyze the text or image to identify relevant information. Data Extraction ChatGPT extracts key data points such as names, addresses, dates, and more with unparalleled accuracy. Output Retrieve structured data output for seamless integration into your business processes. Try for Free Learn how Knots can help you automate tasks and achieve significant savings for your business. Book a demo Key features of ChatGPT data extraction AI-Powered Extraction Leverages advanced AI to accurately identify and extract data points like names, addresses, dates and more, from any text or image Versatile Data Handling Capable of processing a wide range of unstructured data formats, making it ideal for business dealing with varied document types OCR Integration Enhance data extraction with Optical Character Recognition (OCR), allowing for the conversion of images, PDFs, and scanned documents into actionable text. Testimonial Delighted Customers about AI Autofill We manage a lot of support tickets daily, and AI Ticket Autofill has been useful in automating repetitive tasks like data entry and standard responses. It’s made our SaaS operations more efficient and saved the team time. The integration process was smooth, and the support from Knots has been really helpful. Miguel Martin⭐⭐⭐⭐⭐ We had issues... --- > Zendesk language detection identifies customer languages automatically, enabling efficient ticket routing and better multilingual support. - Published: 2024-02-19 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/language-detection/ Language Detection Automatically detect and tag ticket languages in Zendesk to streamline multilingual support and improve customer satisfaction Automate Zendesk language detection – free trial Overcoming language barriers in customer support Increase efficiency with automatic Zendesk language detection, routing and tagging for faster resolutionsNavigating a global customer base presents unique challenges, with language barriers standing as a significant obstacle to seamless support. Misrouted tickets, communication delays, and customer frustration can quickly erode the quality of your support experience. When language becomes a bottleneck, your team struggles to:Efficiently route incoming support requests to the right agentsProvide timely and accurate responsesMaintain consistent customer satisfaction across different language markets How Zendesk language detection solves these challenges The Zendesk Language Detection app is designed to eliminate these communication hurdles. By automatically identifying and tagging the language of each incoming ticket, we ensure:Precise ticket routing to linguistically matched support agentsReduced response times and improved first-contact resolution ratesStreamlined support workflows that transcend language barriersThe app seamlessly integrates with your existing Zendesk infrastructure, empowering your support team to:Focus on delivering exceptional customer serviceAllocate resources more strategicallyMinimize miscommunication and customer frustration Streamline multilingual ticket routing in Zendesk – begin free trial Key features of Zendesk language detection Automated Language Detection: Instantly detects and tags the language of every ticket, ensuring accurate routing. Seamless Integration: Easily integrates with your existing Zendesk setup, allowing for smooth adoption and minimal disruption. Language Tagging and Routing: Automatically routes tickets to agents who speak the required language, reducing response times and improving customer... --- > Integrate your legacy telephony system with Zendesk for a unified customer service experience. Boost agent productivity +streamline workflows! - Published: 2023-12-08 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/telephony-integration/ Zendesk Telephony Integration for legacy systems Integrate your legacy telephony system with Zendesk and create a unified, efficient customer service experience. Try the Zendesk phone integration 14 days free Home Transform customer interactions with Zendesk telephony integration In today’s fast-paced world, every customer interaction matters. Our seamless telephony integration turns your legacy phone system into a powerful extension of Zendesk, consolidating all customer communications in one place. Say goodbye to fragmented systems and hello to streamlined operations that help your support team thrive. Get the Zendesk telephony app now Key benefits Unified CommunicationsConnect your legacy phone system directly to Zendesk for a single, seamless platform. Scalable IntegrationSupports multiple telephony systems, including Placetel, Alcatel, 3CX, Cisco, Swyx, Avaya, and more. Enhanced Data InsightsAutomatically log call details and agent performance metrics in Zendesk for better decision-making. Seamless telephony for Zendesk - 14 days free Unleash the full potential of your support team Our telephony integration for Zendesk is designed to elevate your customer service. By bringing your existing phone system into the Zendesk environment, you unlock new capabilities that drive efficiency and satisfaction. Real-time call dataProvide agents with real-time call data directly in Zendesk for better customer interactions. Customizable workflowsAdapt call routing and workflows to fit your unique support strategy. Advanced reporting & analyticsGain deep insights into call performance and customer satisfaction with powerful Zendesk reporting tools. Integrate Telephony into Zendesk now Effortless integration, maximum impact Integrating your legacy telephony system with Zendesk is simple. Our guided process ensures minimal disruption to... --- > Zendesk tailored to your industry: If Retail, Finance, Travel, Gaming or Manufacturing, find out how to boost your Customer Service. - Published: 2023-11-14 - Modified: 2025-05-28 - URL: https://knots.io/zendesk-apps/industry-overview/ Transforming Zendesk across industries Although customer expectations have never been higher, each industry faces its own unique challenges in delivering exceptional support. To name just a few:Healthcare providers need to manage complex device warranties and patient data. Financial institutions must maintain strict compliance while processing sensitive documents. E-commerce companies require lightning-fast response times for shipping inquiries. Gaming companies face the challenge of providing real-time, always-on support to a global audience. This is where Knots makes the difference—we transform Zendesk into a solution tailored to your industry's specific demands by automating complex workflows and eliminating repetitive tasks. Healthcare Finance E-Commerce & Retail Logistics & Travel Infrastructure & Utilities Public Sector Gaming reduced time-on-task 50 % automated tickets 5 M+ saved in labor costs $ 20 M+ The Knots approach We enhance Zendesk by understanding what makes your industry unique. Our solutions work proactively, automating tasks before an agent even opens a ticket to reduce wait times and backlogs. Whether you're in e-commerce, the public sector, manufacturing or tech support, we build solutions that fit your workflow and deliver immediate results. Pre-ticket automation: Automatically extract data, fill in fields, and categorize tickets to improve efficiency before an agent takes actionWorkflow optimization: Streamline manual tasks like document parsing, ticket routing, and data enrichment, saving time and reducing errors. Integration: Connect Zendesk seamlessly with tools like CRMs, resource planning systems, or custom software to unify your workflows. AI-powered solutions: Use machine learning to automate classification, create personalized responses, and predict trends for better decision-making.... --- > Zendesk ticket classification is easy and results in better customer experience and agent productivity. Start your seamless transition today. - Published: 2023-10-05 - Modified: 2024-07-05 - URL: https://knots.io/zendesk-apps/zendesk-ticket-classification/ Automated Ticket Classification Easily classify, tag, and assign customer inquiries in Zendesk. Maximize efficiency and route tickets automatically. Try for Free Why classify Zendesk Tickets? Reduce response time, improve accuracy, and customer satisfaction! Instant Routing Tags and labels are automatically routed to the correct queue based on ticket content. Automatic Prioritization Tags are prioritized based on urgency, product, or other criteria using ML & NLP. Faster Response Times Tickets that are instantly routed to relevant queues results in relevant and timely support. Minimize Waste Free up agents to spend time on value-adding tasks like personalized customer engagement. Gain Insights Automated tagging helps generate useful insights for continuous improvement. Try for Free Learn how Knots can help you automate tasks and achieve significant savings for your business. Book a demo Main Benefits of Using API Data Sync for Zendesk Quick Setup Get up and running in under 2 minutes and immediately witness the transformative impact on your support system Precision Achieve impeccable accuracy in Zendesk ticket handling, eliminating the potential for errors. Customer Satisfaction Deliver timely and precise support, significantly enhancing customer experiences. Reduce Labor Costs Automate repetitive tasks, alleviating the workload on your support team and decreasing labor costs 14-Day Free Trial Try all Knots apps and features in Zendesk with our 14-day free trial. Discover how automation can streamline your support operations, enhance efficiency, and improve customer satisfaction—no commitment required. Free setup with our consultants Our solution consultant team is here to help you. Contact our support team and... --- - Published: 2023-08-09 - Modified: 2024-04-17 - URL: https://knots.io/demo/ See in action Zendesk Automation Watch how Knots can automate your Zendesk. https://knots. io/wp-content/uploads/2023/08/Faces-off-shortened-for-Gabs. mp4 --- - Published: 2023-07-26 - Modified: 2023-07-26 - URL: https://knots.io/thank-you/ We received your message Our team received your message. One of your specialists will contact you shortly, please be sure to check your inbox for some Knots related content or your spam folder. --- > Sync orders, products, and customer data from Shopify to Zendesk in real time. Automate support and reduce ticket handling time. - Published: 2023-07-17 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/shopify-event-sync/ Shopify Event Sync for Zendesk Seamlessly connect Zendesk and Shopify - sync customer events for better support and insights. Sync Shopify events in Zendesk now - 14 days free Home Connect Shopify with Zendesk for smarter customer support Seamlessly sync order, product, and customer data between Shopify and Zendesk to give your support team instant access to the information they need. With real-time data syncing, automated workflows, and a fully customizable setup, Shopify Event Sync helps your team resolve issues faster and improve customer satisfaction. Enable your Shopify Zendesk integration today Why integrate Shopify with Zendesk? Synchronize data in real time: Ensure your support team always has up-to-date order, product, and customer details without leaving Zendesk. Shopify data syncs instantly, so agents can access critical information when they need it most. Enhance customer support: Deliver personalized service by viewing Shopify customer profiles, order history, and product details directly within Zendesk. With everything in one place, your team can resolve issues faster and more effectively. Automate workflows: Eliminate manual data entry and reduce errors by automating the sync between Shopify and Zendesk. Free up time for what really matters—your customers. Customize to fit your needs: Adapt the integration to match your business processes and customer service workflows. Configure specific data fields or custom triggers to ensure the app fits your exact requirements. Connect Zendesk and Shopify for smarter support How the Zendesk Shopify integration works Integrating Shopify with Zendesk is simple. Follow these steps to get started:Connect your accounts: Link your... --- > Automate ticket requester changes in Zendesk. For forwarded emails, scanned documents, or 3rd-party submissions. Streamline support processes! - Published: 2023-07-06 - Modified: 2025-04-24 - URL: https://knots.io/zendesk-apps/change-requester/ Change Ticket Requester Easily change the ticket requester in Zendesk – streamline ticket management with just a few clicks. Update Zendesk ticket requesters - 14 days free Home Why automate ticket requester changes? Simplify Zendesk ticket management with automated requester changes. Instead of wasting time on manual updates, let our app handle ticket requester changes automatically, reducing errors and saving valuable time. Manually updating requesters can be time-consuming and prone to mistakes. With our automation tool, updates happen seamlessly, allowing your team to focus on delivering quality support instead of managing ticket details. The main benefits of auto-updating the requester Automated ticket requester updatesSave time by automating Zendesk ticket requester changes. Eliminate manual updates with seamless, reliable workflows that ensure accuracy and efficiency. End-user notificationsEnhance customer communication with automated notifications when ticket requesters are updated, keeping users informed from the start. Flexible configuration optionsCustomize automation rules to fit your support process. Define when and how ticket requester changes occur to match your team’s workflow. Zendesk integrationWorks effortlessly within Zendesk and requires no complex setup. The app blends into your existing system, ensuring a smooth, intuitive experience for your support team. Change requesters in Zendesk automatically, starting today! Zendesk Change Requester: Essential features Easy configurationGet started quickly with our straightforward configuration interface, requiring next to no specialized technical knowledge. Immediate processingKeep your ticket system current with instant requester updates, ensuring your support team always works with accurate information. Performance insightsAccess detailed information about Zendesk requester changes to understand patterns and refine... --- - Published: 2023-06-19 - Modified: 2023-07-26 - URL: https://knots.io/knots-your-zendesk-superhero-to-make-clients-happier/ Ready to unlock Zendesk Super Powers? Your secret weapon to boost your clients to the next level of automation. Transforming support chaos into client satisfaction! How we save the day! Our "Knots use cases" Learn about some of our most requested use cases that are driven by Knots in existing Zendesk projects. Book a meeting Extract Data from tickets and store in Ticket fields Search for patterns and recognize any text string in Zendesk tickets and store the information in custom fields. Add tags for further automation. Ideas on what could be extracted:Lookup all kind of numbers/IDs (Customer IDs, Order IDs, Article Numbers, serial numbers)Look for travel dates and prioritize tickets for trips happening soonSearch for address and billing information and update the user dataIdentify from which marketplace the user purchased an item and automatically route the ticketSimply set a tag if specific information is available in the ticket and prioritize it This is a ready-to-use app available on the Zendesk Marketplace. Find details about this use case here Auto-categorize Tickets using NLP Via artificial intelligence and natural language processing, scan the ticket content and identify context and classify the ticket automatically. Topic and reason for contact (billing, return, complaint, wrong item, positive feedback, troubleshooting, and others)Identify the ticket language (instead of user language) Our NLP classification uses train models based on your current ticket data within Zendesk. Auto-answering of support requests Auto-answers can be achieved by combine multiple Knots together. ExamplesA client wants to know where the parcel isNLP... --- > Contact our automation experts and fnd out, how to improve your Zendesk setup! Cut manual work, cut costs and spped up resolution time! - Published: 2023-05-08 - Modified: 2025-02-26 - URL: https://knots.io/contact-sales/ Unleash the Power of Advanced Help Desk Automation with knots.io We would love to hear from you Get in touch See what knots can do to automate your workflow Talk to our team and learn how our clients reduce up to 72% of the time their first-level agents needed to perform the most basic tasks. Email office@knots. io Call us Phone : +49 40 696 386 96 --- > Automate and integrate Zendesk workflows with Knots Studio middleware. Start your 14-day free trial today! - Published: 2023-04-26 - Modified: 2025-06-11 - URL: https://knots.io/studio/ Knots Studio - your tailored solution for any business task Predefined templates for Zendesk and full flexibility for anything that needs a middleware. Set it up in minutes and never think about infrastructure again. Talk to us https://youtu. be/Nilp1ucnVwo Automate and connect your tools Supercharge Zendesk with Knots Studio. We could also name them “Zendesk functions”. A self-service engine with in-built functions and connections. Hazzle-free without a headache on how & where to host your functions. Studio by Knots makes it easy to build and deploy custom automations inside Zendesk. Whether you need to sync data with your CRM, update order statuses, or trigger actions in third-party apps, Studio gives you full control. By connecting Zendesk with ERP systems, e-commerce platforms, and other business tools, Studio ensures that customer interactions, tickets, and updates flow seamlessly between platforms, saving time and eliminating manual work. Get Knots Studio for Zendesk Real use cases—how teams use Knots Studio to automate Zendesk Knots Studio gives you ready-to-use automations that streamline your customer service processes. Here’s how it works: Send ticket summaries to Shopify Use case: When a customer submits a ticket, automatically send a summary of it to Shopify. How it works: Studio detects new Zendesk tickets, extracts the key details, and updates Shopify, ensuring your sales team stays informed. Notify Microsoft Teams of new tickets Use case: Keep your team in sync by sending alerts to Microsoft Teams when high-priority tickets arrive. How it works: Studio triggers a message in the right Teams... --- > Sentiment Analysis for Zendesk empowers you to drive customer loyalty and turn problems into opportunities. Start your free trial! - Published: 2023-04-25 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/sentiment-analysis/ Sentiment Analysis for Zendesk Automatically analyze and understand customer emotions in Zendesk to improve support interactions and boost satisfaction AI Sentiment Analysis in Zendesk – free trial Home Empower your customer support by understanding the emotion behind every ticket Empower your customer support by understanding the emotion behind every ticket Understand the sentiment, act accordingly In today's customer-centric world, understanding the emotions behind every support ticket is essential. Sentiment Analysis for Zendesk empowers your team toidentify the emotional tone of every message,allowing you to prioritize andrespond more effectively. Whether it's identifying frustration or recognizing joy, this app helps you deliver personalized support that turns problems into opportunities. Automatically extract customer sentiment from Zendesk tickets Real-time sentiment analysis: Gain instant insight into customer emotions, ensuring that no unhappy customer goes unnoticed. Actionable Insights: Use data-driven insights to make strategic decisions that improve customer satisfaction and retention. Seamless integration: The app fits right into your Zendesk workflow without disrupting your existing processes. Enhance support with real-time sentiment analysis AI-driven insights for customer sentiment at a glance. AI-driven insights for customer sentiment at a glance. Prioritize tickets efficiently with sentiment tagging. How to improve your Zendesk experience Let AI get to work: Automatically analyze the sentiment of incoming tickets, categorizing them as positive, neutral, or negative. This allows your support team to address concerns promptly, preventing issues from escalating. Create comprehensive reports: Generate detailed reports that show sentiment trends over time. Understand the big picture of customer sentiment and identify patterns that need... --- > Automatically merge duplicate Zendesk tickets, reducing manual work, confusion + errors! Merge tickets with Ticket Parser, try it for free! - Published: 2023-04-25 - Modified: 2024-07-04 - URL: https://knots.io/usecases/merge-duplicate-tickets-in-zendesk/ Merge Duplicate Tickets in Zendesk Automatically close duplicated tickets in Zendesk with the Ticket Parser by Knots Try for Free Merging Duplicate Tickets Save time & energy Reduce manual error Increase consistency Try for Free Quick Setup Get up and running in under 2 minutes and immediately witness the transformative impact on your support system Precision Achieve impeccable accuracy in Zendesk ticket handling, eliminating the potential for errors. Customer Satisfaction Deliver timely and precise support, significantly enhancing customer experiences. Reduce Labor Costs Automate repetitive tasks, alleviating the workload on your support team and decreasing labor costs 14-Day Free Trial Try all Knots apps and features in Zendesk with our 14-day free trial. Discover how automation can streamline your support operations, enhance efficiency, and improve customer satisfaction—no commitment required. Free setup with our consultants Our solution consultant team is here to help you. Contact our support team and we’ll schedule a time to help you. Free of charge. Get Started in Minutes Transform Zendesk into an Automation Hub with Knots Create an Account Click here to create a free account Download the App Follow the quick setup guide Activate ... and done! Knots is now managing the tedious work for your company. Zendesk Ticket Parser If you’re getting a lot of duplicate tickets and calls and are looking for a trigger to automatically merge tickets from the same email address or phone number, Ticket Parser can automate this for you. Ticket Parser uses AI to thoroughly screen the ticket and find... --- - Published: 2023-04-25 - Modified: 2023-07-17 - URL: https://knots.io/usecases/ Usecases Recent Articles --- > Zendesk API: Sync data across platforms seamlessly. Automate updates, reduce manual work, and keep information accurate and up to date. - Published: 2023-04-18 - Modified: 2025-06-29 - URL: https://knots.io/zendesk-apps/api-data-sync/ Zendesk API Data Sync Use this Zendesk API to sync with your systems - automate data exchange and streamline workflows Sync Zendesk data via API – start now 14 days free Home Sync your data with Zendesk API Data Sync Efficiently manage your customer support operations by integrating your backend systems with Zendesk. Our solution automates data flows, ensuring your Zendesk environment remains current. Eliminate manual updates with real-time synchronization tailored to your business needs. Automate Zendesk data integration - free trial Core features of Knots API Data Sync Real-Time synchronization: Maintain up-to-date information between Zendesk and your backend systems, ensuring a seamless flow of reliable data. Custom integration: Connect Zendesk with your CRM, ERP, or other systems using public APIs. Whether syncing order statuses, customer histories, or unique business data, our flexible integration adapts to your operations. Automated workflows: Streamline processes like ticket creation, data updates, and customer information synchronization. Our solution reduces manual tasks, allowing your support team to focus on delivering exceptional service. Scalability: As your data needs grow, our solution scales effortlessly, handling increased data volumes and complex integrations to keep your operations efficient. API Data Sync: Connect Zendesk with external systems How the Zendesk API works Connect your backend: Link your systems to Zendesk using our intuitive integration API. Follow our step-by-step guide for a smooth setup, eliminating technical barriers. Configure data sync: Customize synchronization to fit your business needs. Select specific data points, define mappings to Zendesk fields, and ensure alignment with your backend... --- - Published: 2023-04-18 - Modified: 2023-04-25 - URL: https://knots.io/solutions/freshdesk/ Process tickets faster in Freshdesk Improve your capabilities. Do more with automation and bring your customer support in Freshdesk to the next level. Get started today Freshdesk Apps to Automate your Workflow Bridge the gaps in your helpdesk software. We offer event-driven solutions to further automate your ticketing system in Freshdesk. We develop apps on a modular basis that solve very specific tasks for all sorts of use cases from ticket routing, prioritization, and automated answers. Reduce the time to answer your customers and increase the agent satisfaction level, by implementing a process that is highly efficient and happens before the agent opens the ticket, removing the manual work. Try our 14-day free trial now Superpowers for Freshdesk Find and extract Place it into specific ticket custom fields in Freshdesk (order ID, booking date, invoice number, parcel and/or tracking code, company, etc. ). Change the ticket requester Look for an email, name, customer ID, or any other information in the ticket content. Read and convert a scanned document Transform images and PDF files into searchable text in the ticket comment, allowing further automation. Integrate Freshdesk with other CRM and ERP systems Display any information like customer and order details directly in the ticket. Merge Tickets Automatically That are duplicated or that are parallel to the same topic. Classify tickets via NLP analysis Tickets are classified based on the contact reason. Automatica Routing Route the ticket based on product category or SKU. Or have predetermine actions based on the client’s details.... --- - Published: 2023-04-18 - Modified: 2023-04-25 - URL: https://knots.io/solutions/ Freshdesk Solutions Improve your capabilities. Do more with automation and bring your customer support in Freshdesk to the next level. Freshdesk Solutions ServiceNow Solutions Modules that automate your workflow, revolutionize your digital solution, and integrate your systems. ServiceNow Solutions Looking for something else? Do you want to optimize your Customer Experience and empower your Customer Support but are not sure what you need? Contact our team and book a quick call. We want to hear your use case and provide you with the best solution. Contact us now --- - Published: 2023-04-18 - Modified: 2023-04-25 - URL: https://knots.io/solutions/service-now/ Power up your ServiceNow Instance Modules that automate your workflow, revolutionize your digital solution, and integrate your systems. Get started today Applications to Automate Requests for ServiceNow We develop products for the ServiceNow Store and custom solutions to automate specific requests and simplify your process in your ServiceNow. Customer Service Management tool. Looking for something else? Do you want to optimize your Customer Experience and empower your Customer Support but are not sure what you need? Contact our team and book a quick call. We want to hear your use case and provide you with the best solution. Contact us now --- > Meet the team of Zendesk Automation! With experience from 300+ projects, our experts know how to speed up your customer service processes! - Published: 2023-04-18 - Modified: 2025-06-10 - URL: https://knots.io/about/ About Knots With experience in 300+ projects, we gathered the most common use cases and created a set of automated tools that help companies boost their workflow and solve specific problems in the cloud software. We are an event driven middleware application that was built to solve feature gaps in standard cloud software. Meet the team Fair Our Knots are event-driven solutions that you pay-as-you-go, avoiding unnecessary fees. Solution oriented We identify and solve problems many business cloud applications do not have a good solution for. Available for everybody Bring solution into the hand of the admin without a need for development Pragmatic approach Design immediate solutions with focus on results. In-house development Our team of experts is always ready to find the best solution. Best Practices for Success We only do projects for which we can provide added value. Meet the team behind Knots Georg WinklerCEO & Co-founder David GrimmCTO Hassan GhiassiCSO Roman KosiuhFull Stack Developer Andriy PelykhFull Stack Engineer Lucas TronelFull Stack Developer Vladyslav ZhulkevskyiFull Stack Developer Maria ArbelaezMarketing Manager Marc QuitschauSolution Consultant Paui RubioCustomer Success Manager We help you to automate Zendesk Let's talk --- > Convert PDFs, scans and images to text with OCR for Zendesk. Automate attachment processing - no more downloading, no more typing! - Published: 2023-04-14 - Modified: 2025-06-30 - URL: https://knots.io/zendesk-apps/ocr-scanner/ OCR for Zendesk: Convert images to text Convert PDFs, scans and images to text instantly in Zendesk. Key data is automatically extracted from receipts, documents and even handwritten notes before the ticket is opened. Your highly accurate efficiency boost, working with over 150 languages! Convert PDFs and images to text in Zendesk Easily extract texts from PDFs, scans and images in Zendesk Tired of manually sifting through attachments in Zendesk? What others promise but struggle to deliver, we have already made a reality. Our OCR Scanner is the breakthrough solution you've been looking for. It uses advanced OCR text recognition to convert images (PDF, JPG, JPEG, PNG, HEIC) into usable data. Whether it's a picture of ahandwritten note, a receipt or a contract – we turn image-based content into searchable, structured Zendesk data. It's precise, fast, accurate and will completely change the way you handle all types of attachments. Why Zendesk agents love our OCR app Customer service agents shared their real-world challenges - we listened:Manual data entry drains productivity: Downloading, opening, and manually typing complex information is time-consuming and error-prone. Non-searchable attachments create obstacles: Without OCR, finding information in attachments is like searching for a needle in a haystack. Delayed first response times: Hidden attachment data prevents agents from acting immediately, slowing responses and creating inefficiencies. Escalating costs per ticket: Agents can spend up to 20 minutes per attachment, significantly increasing ticket resolution costs. Versatile and multilingual: Works with PDF, JPG, JPEG, PNG, HEIC and in 150+ languages, including... --- > Have questions about Knots? Get in touch with our team for support, partnerships, or inquiries about workflow automation. - Published: 2023-04-13 - Modified: 2025-02-17 - URL: https://knots.io/contact/ We would love to hear from you Get in touch See what knots can do to automate your workflow Talk to our team and learn how our clients reduce up to 72% of the time their first-level agents needed to perform the most basic tasks. Email office@knots. io Call us Phone : +49 40 696 386 96 --- > The latest news for your customer service, from Zendesk automations to informations and guidelines. Check out our blog! - Published: 2023-04-12 - Modified: 2025-03-26 - URL: https://knots.io/blog/ Blog Recent Articles --- > Looking to automate Zendesk workflows and streamline processes? You need Knots, the user-friendly solution that can make your life easier. - Published: 2023-04-05 - Modified: 2025-06-06 - URL: https://knots.io/ We automate Zendesk With Knots' no-code apps, you can automate Zendesk with just a click. Say goodbye to tedious manual tasks and let your agents focus on high-value cases that truly need a human touch. The result: Faster ticket resolution Massively reduced costs Exceptionally happy customers Start automating See Knots in action Industry leaders trust our Zendesk solutions Why Knots Today's customer support landscape demandsspeedefficiencypersonalized interactionsKeeping your customers happy is critical and can make or break your business. At Knots, we give you everything you need to deliver the best customer experience possible by transforming your Zendesk workflow management and automating repetitive tasks that otherwise tie up your agents and slow down your Zendesk workflows. Talk to us Try it 14 days risk-free Experience all Knots apps free for two weeks. See firsthand how being on the fast track with Zendesk transforms your customer service before making a commitment. Get a free automation audit Unlock your Zendesk's full potential with our complimentary audit. We'll review your workflows, identify improvement opportunities, and provide a clear roadmap for optimization. Secure by design, we do not store your data We host our own LLM models in defined regions ensuring top security and compliance. No data is stored or used for training, guaranteeing AI solutions with full data protection. Set up apps in minutes Looking for no-code solutions? Our easy-to-implement apps get you started quickly. Plus, take advantage of our free implementation support to ensure smooth deployment. Solve tickets 3x faster Our Zendesk workflow... --- - Published: 2022-01-17 - Modified: 2024-05-28 - URL: https://knots.io/privacy-policy-3/ PRIVACY NOTICE Last updated April 26, 2022 This privacy notice for Leafworks GmbH ("Company," "we," "us," or "our"), describes how and why we might collect, store, use, and/or share ("process") your information when you use our services ("Services"), such as when you: Visit our website at http://www. knots. io, or any website of ours that links to this privacy notice Engage with us in other related ways, including any sales, marketing, or events Questions or concerns?  Reading this privacy notice will help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use our Services. If you still have any questions or concerns, please contact us at hello@leafworks. de. SUMMARY OF KEY POINTS This summary provides key points from our privacy notice, but you can find out more details about any of these topics by clicking the link following each key point or by using our table of contents below to find the section you are looking for. You can also click here to go directly to our table of contents. What personal information do we process? When you visit, use, or navigate our Services, we may process personal information depending on how you interact with Leafworks GmbH and the Services, the choices you make, and the products and features you use. Click here to learn more. Do we process any sensitive personal information? We do not process sensitive personal information. Do you receive any information from third parties? We do not receive any... --- --- ## Posts > Stop wasting time on broken forms and missing fields. Discover how to validate incoming data automatically—across formats, systems, and rules. - Published: 2025-06-11 - Modified: 2025-06-11 - URL: https://knots.io/uncategorized/validate-incoming-information/ - Categories: Uncategorized Every workflow begins with data. But what if that data is incomplete, incorrect, or simply not usable? From onboarding forms and scanned contracts to customer-submitted Excel sheets, businesses are flooded with incoming information—and most of it isn't ready to use. The result? Delays, rework, compliance issues, and poor customer experiences. This post shows you how automated data validation prevents these problems, improves your processes, and protects your bottom line. Why Data Validation matters Poor-quality data isn't just annoying; it's expensive. Studies show that bad data can cost companies up to 20% of their revenue. Mistyped form fields, missing attachments, outdated product info—all of it creates downstream chaos. Key risks of unvalidated data: Wrong decisions based on false or incomplete input Higher support effort due to manual correction Compliance violations from incomplete records Failed automations or integrations By validating data before it enters your systems, you avoid these risks and ensure every decision is based on clean, reliable information. What Data Validation actually means Data validation means checking whether incoming data is: Complete (no missing required fields) Correct (formatting, spelling, logic) Compliant (according to rules or regulations) This applies to structured and unstructured formats alike: Excel, PDFs, DOCX, images, scans, web forms, emails. Real-World pain points across industries Healthcare: Billing issues due to missing or incorrect CPT codes on CMS-1500 forms. Logistics: Delays because of unreadable shipment slips or missing barcodes. E-commerce: Failed imports due to empty or misformatted product attributes. Finance: Rejected applications because of incomplete ID documents or outdated... --- > Discover how to use Zendesk Analytics to identify manual tasks and start automating with Knots — for faster, smarter support workflows. - Published: 2025-05-16 - Modified: 2025-05-16 - URL: https://knots.io/blog/reduce-manual-tasks-with-zendesk-analytics/ - Categories: Automation, blog - Tags: automation, customer service, zendesk Zendesk gives support teams the tools they need to scale — but when too many tasks are handled manually, things start to slow down. Tagging tickets. Updating fields. Routing based on content. Following up after every conversation. Each task on its own doesn’t seem like a big deal. But across hundreds (or thousands) of tickets, these small steps add up — leading to slower response times, inconsistent workflows, rising operational costs, and agents spending more time on admin than actual support. The good news: you can measure it. This article shows you how to use Zendesk Analytics to spot where manual work is piling up — and what you can do to start automating it. Where manual work creeps in Manual effort often becomes part of the routine — something your team does without thinking twice. Common examples include: Tags added manually after reading a ticket Tickets reassigned based on subject or content Fields updated after checking internal notes Follow-ups triggered when someone remembers These actions aren’t broken — they’re just not scalable. When repeated dozens of times a day, they start to drag down performance. The result? Slower replies, inconsistent experiences, higher workload, and less time for meaningful conversations with customers. Use Zendesk Analytics to see what’s really happening Zendesk Analytics gives you the tools to understand how your team works — and which processes could be handled differently. One of the simplest ways to start is by running a report on ticket tags. Tags are a great indicator... --- > Learn how to use regex in Zendesk to automate ticket processing, extract key details, and boost efficiency with practical examples. - Published: 2025-02-26 - Modified: 2025-05-16 - URL: https://knots.io/blog/mastering-regex-in-zendesk/ - Categories: blog - Tags: zendesk What is regex Regex syntax Practical examples Best practices Imagine you're a customer service manager overseeing a team that handles a high volume of customer inquiries via email and phone. Every day, your team processes hundreds of messages, many containing sensitive details like order numbers, account information, and contact details. Manually sorting and extracting these details is time-consuming and error-prone. To efficiently manage these messages and provide prompt assistance, you need a way to extract relevant data quickly. Enter regular expressions (regexes). By defining specific patterns, you can parse text and automatically isolate order numbers, email addresses, phone numbers, and other crucial details. With these tools, your team can streamline workflows, reduce manual input, improve response times, and ensure sensitive information is handled appropriately. This guide introduces regular expressions for Zendesk, covering the fundamentals, key syntax, common patterns, and practical applications. Where do you use a regex in Zendesk? Zendesk uses regexes in several areas to help automate workflows and manage customer interactions efficiently. Here are the primary places where regex comes into play: Custom ticket fields: Regex allows for validation of structured inputs like email addresses, phone numbers, and order numbers. Placeholders: Use a regex to define placeholders, which come into play when using Macros. Reports & Analytics – In Zendesk Explore, regex can help filter and categorize data more precisely. For example, it can be used to track tickets from specific email domains or group responses based on keywords. Learn more. Advanced AI Agents – Zendesk’s AI bots... --- > Ensure AI GDPR compliance with Knots: Deploy self-hosted AI models in Azure for full control over data privacy and security. - Published: 2025-02-05 - Modified: 2025-05-14 - URL: https://knots.io/automation/ai-gdpr-compliance-self-hosted-ai/ - Categories: Automation - Tags: ai, automation Imagine this: You’re excited to deploy a cutting-edge AI-powered support solution. It promises instant responses, seamless automation, and better CSAT scores. But there’s a catch: your customers’ data is silently being shipped to a data center in another country—outside of your compliance zone. Suddenly, that fancy AI tool feels like a ticking legal time bomb. This isn’t some worst-case scenario. It’s happening every day with AI tools that rely on third-party APIs, including OpenAI’s API-based services. At Knots, we do things differently. Instead of relying on external AI models, we let you, if you want to, bring your own AI—hosted on Microsoft Azure—so you stay in full control of your AI data privacy and compliance. The Compliance Conundrum Many AI-powered tools, including those used for customer support automation, process data using third-party servers—often located in the U. S. or other jurisdictions that don’t align with your organization’s compliance requirements. For companies bound by regulations like GDPR (Europe), CCPA (California), or industry-specific data laws, this is a major problem. If data is sent to a region with different privacy laws, you might be in violation without even realizing it. Are you looking for a more general introduction into GDPR and Zendesk? Please check out this guide. One well-known example? HubSpot’s AI tools rely on OpenAI APIs, which means customer data may be processed externally. If HubSpot had implemented an approach like Knots. io’s, allowing businesses to use their own models, the compliance risk would be significantly lower. So the key question... --- > How Zendesk automations boost your workflows, free up your agents and enhance customer experience. Cut costs and streamline operations! - Published: 2025-01-02 - Modified: 2025-04-24 - URL: https://knots.io/blog/zendesk-automations/ - Categories: blog - Tags: automation, zendesk Managing customer support is a balancing act: quick responses, accurate information, and personalized service. But repetitive tasks like routing, tagging, or follow-ups eat up time and energy, leading to agent fatigue and missed opportunities. That’s where Zendesk automation comes in. Automations help support teams reduce manual work, streamline processes, and focus on what matters most: resolving issues and improving customer satisfaction. In this post, we’ll walk through the value of Zendesk automation, show common use cases, and highlight how Knots helps extend Zendesk’s capabilities — especially when your data isn’t ready for Zendesk workflow automation. Why Zendesk automations matter Zendesk automations allow businesses to go beyond simply managing support workflows—they enable transformation. Here’s why they are critical: Reduce manual work and free up agents Manual tasks cost time and money. According to Asana’s 2023 Anatomy of Work report, employees spend up to 58% of their time on work coordination — like switching tools, chasing information, or repeating tasks manually. That adds up quickly in lost productivity and missed opportunities. With automation: Agents focus on real customer problems Workflows run 24/7 without manual effort Support scales faster and smarter Turn support into a value driver Zendesk automations help reframe support from a cost center to a performance driver: Tickets reach the right agents instantly Response templates reduce first reply time Teams operate more efficiently, even as volume grows Improve customer experience Automations reduce wait times, boost consistency, and keep customers in the loop: Send follow-ups and notifications without delay Apply macros... --- > Explore the best Zendesk apps to streamline your customer service processes in 2025. Start transforming your customer service today! - Published: 2024-12-27 - Modified: 2025-01-03 - URL: https://knots.io/blog/best-zendesk-apps/ - Categories: blog - Tags: automation, customer experience, customer service, digital transformation, zendesk 2025's Best Zendesk Apps Customer needs don't always fit neatly into a queue. While Zendesk itself provides powerful support capabilities, the right apps can transform how you serve your customers. Knots apps connect your existing support infrastructure and automate workflows, helping you deliver better experiences from first contact to resolution. Why use Zendesk apps? Customer service teams often face challenges like repetitive tasks, scattered data, and high response times. According to a recent study by HubSpot, 93% of customers are likely to make repeat purchases with companies offering excellent customer service. Additionally, McKinsey highlights that automating customer service tasks can reduce resolution times by up to 30%, leading to improved customer retention and satisfaction. A Forbes report also emphasizes that companies leveraging automation in customer support see an average 15% cost reduction. Knots' Zendesk apps address these issues by: Automating repetitive workflows. Simplifying complex tasks. Enhancing agent productivity. Providing actionable insights. Our tailored solutions go a step further, offering cutting-edge AI and automation features that help businesses stay ahead of the curve. Learn more about these innovative tools on our app overview page. Top Zendesk apps by Knots in 2025 Here are the standout Knots apps to elevate your Zendesk experience: Greatest benefit How it works Extracts text from images, PDFs, scans, ... The OCR “image to text” app instantly extracts information from attachments that would otherwise have to be downloaded and manually searched. Exports tickets, attachments, comments, ... to PDF, saving storage space and keeping the information accessible in... --- > Compare Freshdesk and Zendesk feature by feature. See which helpdesk platform is better for your business in 2025. - Published: 2024-12-09 - Modified: 2025-06-17 - URL: https://knots.io/blog/freshdesk-vs-zendesk-which-helpdesk-platform-is-best/ - Categories: blog - Tags: customer service, zendesk Customer experience has become the defining factor for business success—especially in 2025. With 89% of companies now competing primarily on customer experience, choosing the right helpdesk platform is mission-critical. A well-chosen tool can elevate your support team, reduce response times, and improve customer satisfaction across the board. That’s where the Freshdesk vs. Zendesk debate takes center stage. These two market leaders offer robust solutions -but which one is truly the best fit for your team’s needs? In this guide, we compare key features, pricing, integrations, and more to help you make a confident, future-ready decision. Freshdesk vs Zendesk: At a glance If you need a quick answer, here’s the summary: Freshdesk:Best for businesses seeking a cost-effective, easy-to-implement solution. It’s user-friendly, quick to set up, and ideal for teams that need an intuitive platform without extra complexity. Zendesk: Perfect for companies needing advanced features, deep customization, and scalable automation. With robust reporting, AI-powered tools, and a large integration ecosystem, Zendesk supports businesses with complex workflows. Need help optimizing Zendesk workflows? Knots' Zendesk apps offer no-code automation to streamline support operations. Why your helpdesk choice matters A strong customer experience is not just about solving problems; it’s about establishing trust. Studies show that a single negative experience can impact brand perception for 9–15 other potential customers. Choosing the right helpdesk platform - Zendesk or Freshdesk - can help reduce friction, improve first-contact resolution, and elevate your brand’s reputation. Explore how Knots' AI-powered solutions can enhance your Zendesk customer support. Freshdesk: Intuitive and... --- > Learn how to optimize Zendesk workflow for high ticket volumes with tips, triggers, macros, and Knots tools. - Published: 2024-11-28 - Modified: 2025-05-16 - URL: https://knots.io/blog/zen-your-zendesk-optimizing-your-workflows-for-high-ticket-volumes/ - Categories: blog Managing large volumes of customer support tickets is a challenge faced by businesses across industries. When done poorly, it can lead to delayed responses, frustrated customers, and overburdened agents. Leveraging Zendesk workflow can turn these challenges into opportunities, enabling teams to deliver exceptional service, streamline operations, and maintain customer satisfaction—even during peak times. This article explores how to optimize Zendesk workflow to handle high ticket volumes, integrating strategies, statistics, and tools for enhanced efficiency. The growing pressure of high ticket volumes High ticket volumes often occur during product launches, seasonal peaks, or unforeseen crises. Businesses can’t afford to let queries pile up: 72% of customers expect agents to know their details without asking, and 40% expect first responses within an hour. When faced with surges, outdated workflows can lead to delayed responses, missed tickets, and customer dissatisfaction. Zendesk, with its powerful automation and organization tools, offers a scalable solution for managing high ticket volumes efficiently. Strategies for optimizing Zendesk workflow 1. Assess your current workflows Before implementing changes, analyze your current ticketing processes. Key questions include: Are tickets being routed efficiently, such as by skill, priority, or workload? Is ticket distribution even, or are some agents consistently overwhelmed? How fast are first responses and resolutions? Are delays caused by manual inefficiencies? By pinpointing bottlenecks, you can determine which tools and strategies will provide the greatest return on effort. Consider leveraging Zendesk analytics to identify repetitive tasks that can be automated. Learn how to reduce manual tasks with Zendesk analytics. 2.... --- > With an effective customer support workflow, you can provide service that far exceeds your customers' expectations and wins their loyalty. - Published: 2024-11-27 - Modified: 2025-05-16 - URL: https://knots.io/blog/reaching-an-effective-customer-support-workflow/ - Categories: blog - Tags: automation, customer experience, customer service A well-structured customer support workflow is essential for consistently meeting and exceeding customer expectations. This article combines actionable strategies, key insights, and recommended tools to help you build and maintain impactful workflows. Why automate customer support workflows? Automation is the backbone of modern customer support workflows. By automating routine tasks like ticket routing, data updates, and follow-ups, businesses can reduce errors, minimize response times, and free up agents to handle complex customer needs. This leads to a more responsive support system and improved customer satisfaction. 73% of customers are likely to switch to a competitor after experiencing multiple poor interactions, highlighting the critical need for consistent and high-quality customer support. 60% of customers now have higher expectations for service than they did just one year ago, driving the need for optimized workflows.   Key workflows to automate Implementing automation in these workflows can transform your customer support operations: Customer onboarding: Simplify the onboarding journey to provide new customers with all the resources they need, promptly and efficiently. Issue resolution: Automatically categorize and prioritize issues, directing them to the right team for faster problem-solving. Feedback collection: Use automated surveys post-interaction to collect valuable insights for continuous improvement. Knowledge base management: Ensure your knowledge base stays up-to-date with automated content updates for easy access by agents and customers. Customer follow-ups: Schedule automated follow-up communications to enhance satisfaction and engagement. Ticket routing: Automatically assign tickets to the appropriate agents based on predefined rules, reducing delays. SLA monitoring: Track service-level agreements automatically and alert... --- > Discover how to balance efficiency and quality in customer service. Find tips & tools to enhance your customer service strategy. Learn more. - Published: 2024-11-27 - Modified: 2025-05-14 - URL: https://knots.io/blog/efficiency-and-quality-in-customer-service/ - Categories: blog - Tags: customer service Striking the balance between efficiency and quality in customer service is crucial for building loyalty, trust, and long-term success. Whether serving individual consumers or managing B2B relationships, it’s about being fast yet thorough, responsive yet personalized, and always keeping the customer at the heart of every interaction. This article dives into key strategies, metrics, and tools to help your customer service not just meet but exceed expectations. Why efficiency and quality matter Balancing efficiency and quality isn’t as straightforward as it sounds. Lean too much on efficiency, and you risk delivering impersonal or rushed experiences. Prioritize quality exclusively, and you may face operational bottlenecks. The key is to combine the two for swift, personalized, and effective support. 66% of customers will switch brands after just one bad service experience. 72% of business buyers expect companies to understand their needs and preferences. Metrics that drive customer service excellence To strike the perfect balance, businesses need to monitor the right performance metrics. Here are the most important ones: First Response Time (FRT): Measures how quickly your team responds to initial inquiries. A shorter FRT can greatly impact customer satisfaction—60% of customers value prompt responses above all else. First Contact Resolution (FCR): Tracks the percentage of issues resolved during the first interaction. High FCR rates (aim for 70-80%) show efficiency and competence, saving both time and effort for you and your clients. Customer Satisfaction Score (CSAT): Reflects how satisfied customers are with the service provided. Keeping an eye on CSAT ensures your speed doesn’t come at the... --- > Discover key metrics like CSAT, NPS, and CES to evaluate your support team's performance and enhance customer satisfaction effectively. - Published: 2024-11-22 - Modified: 2025-06-17 - URL: https://knots.io/blog/a-concise-guide-to-measure-customer-service-performance/ - Categories: blog - Tags: customer service Your customer support team is more than just a group of problem-solvers. They’re the voice of your brand, the front line of customer experience, and often the deciding factor in whether a client stays loyal or looks elsewhere. Measuring customer support is not just a check-the-box exercise—it’s a critical strategy to strengthen relationships, build trust, and drive long-term growth. If you’ve ever felt like your team isn’t quite hitting the mark, don’t worry—you’re not alone. Many businesses struggle with aligning customer service with their broader goals. That’s why we’re here: to show you how to define success, track performance, and turn your support team into a competitive advantage. What sets the best customer support teams apart? Not all customer support teams are created equal, but the best ones have a few key traits in common. These aren’t just nice-to-haves; they’re non-negotiables for success. Clear, compassionate communicationGreat customer service starts with clarity. Your team needs to convey information concisely while showing empathy. Clients should walk away feeling heard and understood, not overwhelmed by jargon. Empathy that builds trustEmotional intelligence is the secret weapon of every high-performing team. It’s not just about solving problems—it’s about making customers feel valued while you do it. Deep knowledge, always up-to-dateNo one expects your team to know everything, but they should know enough to provide confident, accurate answers. Regular training ensures your team is always ready for the next question. Quick thinking and creative problem-solvingWhether it’s an unusual product issue or a time-sensitive client request, your... --- > Explore the best customer support tools of 2025, transform your support strategy and enhance customer satisfaction. - Published: 2024-10-08 - Modified: 2025-04-24 - URL: https://knots.io/blog/customer-support-tools/ - Categories: blog - Tags: automation, customer experience, customer service Today’s customer support is more than just managing tickets—it’s about building relationships, creating seamless experiences, and providing timely, personalized help wherever customers reach out. But with so many customer support tools available, how do you choose the right ones? The key is finding solutions that not only address your immediate needs but also grow with your team and customers. In this guide, we’ll explore the top customer support tools setting the standard for exceptional service in 2025—from AI-driven automation to omnichannel platforms that unify customer conversations. What are customer support tools? Customer support tools are software solutions that enable teams to manage customer interactions efficiently. They can range from basic ticketing systems that organize requests to AI-powered platforms that automate responses and route inquiries based on complexity. For those new to customer support, these tools provide a unified platform for handling all communications. More advanced users benefit from features like detailed analytics, automation, and customization options that help refine processes and create exceptional customer experiences. Ticketing systems: the backbone of support operations A reliable ticketing system is the foundation of any effective customer support strategy. It allows you to manage, organize, and prioritize customer inquiries, ensuring no request goes unanswered. Ticketing systems provide transparency, facilitate team collaboration, and offer a historical record of interactions. Zendesk: Renowned for its intuitive interface and seamless integrations, Zendesk offers robust automation capabilities, making it a go-to solution for teams of all sizes. An e-commerce company could use Zendesk to centralize all incoming requests from... --- > Discover how AI in customer service is transforming customer interactions. Uncover the key benefits for modern support teams. - Published: 2024-10-04 - Modified: 2025-04-10 - URL: https://knots.io/blog/ai-in-customer-service/ - Categories: blog, Customer Service - Tags: customer service, digital transformation The key benefits of AI in customer service: Changing support for the better Customer service has always been at the heart of business success, but today, AI in customer service is taking it to new levels. A recent Zendesk report highlights that 73% of consumers will switch to a competitor after experiencing multiple poor interactions, while nearly 90% of customers are ready to move to another company for a superior customer experience (CX). For businesses of all sizes, the pressure to deliver fast, personalized, and seamless support is relentless. This is where artificial intelligence (AI) steps in—not just as a trendy buzzword but as a powerful tool transforming the way companies connect with their customers. From automating routine tasks to enhancing real-time interactions, and analyzing data, AI-powered customer service is reshaping customer service across industries, empowering teams to meet rising expectations while staying efficient. In this article, we’ll explore how AI is shaping the future of customer service, offering key insights on how to leverage these technologies. You’ll discover how customer service AI solutions help teams become more agile and responsive, streamlines workflows, and ensures that support operations can scale effectively—without overburdening your staff. What does AI in customer service mean? At its core, Artificial intelligence in customer service is all about making smart use of technologies like chatbots, AI-driven ticket routing, and predictive analytics to enhance the capabilities of your customer support team. It’s not about complicating things—quite the opposite. AI is here to simplify routine tasks that don’t... --- > In this Zendesk macros guide, we look at the advantages they offer, the steps to begin utilizing them, and practical real-world instances. - Published: 2024-09-05 - Modified: 2025-01-02 - URL: https://knots.io/blog/guide-to-integrating-zendesk-macros-in-your-workflow/ - Categories: blog - Tags: automation, customer service, digital transformation, zendesk Zendesk macros are powerful tools for simplifying repetitive tasks, allowing agents to create responses quickly, apply standard tags, and streamline workflow processes. They help saving your team valuable time while ensuring consistent, accurate responses with just a click. Whether you’re experienced with Zendesk or just getting started, learning how to effectively use macros can have a big impact on your team's productivity and customer experience. In this article, we’ll explain what Zendesk macros are, how they work, and share real success stories of how they can streamline support operations. What are Zendesk macros? Zendesk macros are pre-configured responses or actions that agents can add to tickets with just a click. Imagine being able to automate repetitive tasks that slow down your support team—things like typing out the same response over and over, updating ticket statuses, or adding tags for tracking. Zendesk macros act as shortcuts that let your agents complete all these tasks with a single click. A macro is a predefined set of actions that automatically applies to a support ticket. For example, instead of an agent manually responding to a password reset request, updating the ticket's status, and tagging it for follow-up, a macro can handle all of that instantly. This automation not only saves time but ensures consistency in how each ticket is managed. Moreover, it reduces the chance of mistakes, giving your customers faster, more accurate service. How to create and customize Zendesk macros Here’s a step-by-step guide to help you get started setting up macros... --- > Boost your customer support team's satisfaction with our guide on Employee Experience. Learn key strategies that can help to boos EX in your company. - Published: 2024-07-26 - Modified: 2024-07-26 - URL: https://knots.io/blog/employee-experience/ - Categories: blog - Tags: digital transformation Employee Experience (EX) has become increasingly important for companies, especially in customer support, particularly for those aiming for success in 2024 and beyond.   As the frontline representatives of a company, customer support employees face unique challenges that can significantly impact their satisfaction and performance. By focusing on enhancing these experiences, you'll foster higher engagement, boost productivity, and create a workplace where talent thrives.   In this blog post, we will explore the concept of Employee Experience, its importance in the workplace—especially in customer support—and strategies to enhance it.   What is Employee Experience (EX) Employee Experience (EX) is the sum of all interactions and perceptions an employee has with your organization throughout their employment journey, from their initial interview to their last day on the job. It encompasses everything from your company culture and workspace to daily tasks and career development opportunities. You shape EX through key touchpoints that impact engagement, productivity, and retention. Consider EX as the employee's version of customer experience. It's about creating an environment where your team members feel valued, supported, and motivated. By focusing on EX, you're investing in your workforce's well-being and, ultimately, your company's success. Remember, happy employees often translate to satisfied customers and a thriving business. The Importance of Employee Experience Your organization's success hinges on your employees' experiences. Happy employees are up to 13% more productive, directly impacting your bottom line. Yet, surprisingly, only 13% of employees report being satisfied with their experience at work. By focusing on creating positive... --- > Learn how Zendesk features support GDPR and CCPA compliance. Discover Automations for compliance, data security and efficiency. - Published: 2024-07-24 - Modified: 2025-05-14 - URL: https://knots.io/blog/zendesk-gdpr/ - Categories: blog As businesses navigate the complex landscape of data protection, ensuring compliance with laws like the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA) is critical. For organizations using Zendesk, understanding how the platform aligns with these regulations is essential to maintaining trust and avoiding hefty fines. GDPR and Zendesk: Key Considerations The GDPR, which applies across the European Union, mandates strict guidelines for how personal data is collected, stored, and processed. Under GDPR, Zendesk is classified as a "data processor," meaning it processes personal data on behalf of its customers, who are the "data controllers. " This distinction is important because while Zendesk provides the tools for compliance, the ultimate responsibility lies with the data controllers - the businesses using Zendesk. Zendesk offers several features to help businesses meet GDPR requirements. These include: Data Subject Access Requests (DSARs): GDPR grants individuals the right to access their personal data. Zendesk enables businesses to respond to these requests by allowing administrators to extract and export user data efficiently. Right to Erasure: Also known as the "right to be forgotten," this provision allows individuals to request the deletion of their data. Zendesk supports this through both "soft delete" and "hard delete" functions, with the latter permanently removing data from the system. Data Minimization and Purpose Limitation: Zendesk helps organizations minimize the data they collect, ensuring it's only what is necessary for specific purposes, in line with GDPR's principles. Additionally, Zendesk provides tools to anonymize or pseudonymize data, adding an... --- > Transform support with Zendesk attachment automation: index PDFs, Excel, CSVs into tickets, update fields and systems via AI. - Published: 2024-06-26 - Modified: 2024-07-13 - URL: https://knots.io/blog/zendesk-attachment-automation/ - Categories: blog - Tags: automation, knots apps, zendesk Customer service teams often handle a large number of tickets every day. However, they often have to manually extract data from files in order to make the tickets more useful. Automating the process of extracting data from customer support ticket attachments can help businesses improve their customer support. This article explores how automation in Zendesk can transform customer support by eliminating manual tasks related to attachments. Companies can improve the efficiency of their customer support operations by using tools to automatically identify, transcribe, and extract information from attachments.   The Challenges of Manual Zendesk Workflows Support teams face challenges when using manual processes in Zendesk. Agents spend a lot of time reviewing tickets and documents to find important information and categorize, prioritize, and route them. For example, a PDF receipt may contain a customer's phone number that needs to be added to their profile, or an order ID may be in a spreadsheet that needs to be entered into custom ticket forms. The current limitation on searchability within attachments in Zendesk prevents agents from searching within attachments or across the instance. This feature is often requested by the Zendesk community, however it’s implementation timeline remains uncertain. In addition to reduced productivity and delayed response times, this labor-intensive process introduces additional challenges: Manual extraction is error-prone, which can lead to issues if customer information is entered incorrectly. Scaling the support process becomes difficult as volumes grow, as hiring more agents does not eliminate the manual review of attachments. The manual review... --- > Efficient Zendesk ticket routing to streamline support: Advanced routing techniques, overcome common challenges, implement best practices. - Published: 2024-06-11 - Modified: 2025-03-26 - URL: https://knots.io/blog/efficient-ticket-routing-in-zendesk/ - Categories: blog - Tags: customer service, knots apps, zendesk Efficient ticket routing is the foundation of successful customer support. In today's fast-paced digital world, where customers expect quick and accurate responses, how you manage incoming requests can make or break your customer relationships. Zendesk, a leading customer service platform, provides powerful tools to automate and optimize ticket routing, ensuring your team consistently delivers top-notch service. What is ticket routing in Zendesk? Ticket routing in Zendesk is the process of directing incoming support requests - whether they come through email, chat, phone, or social media - to the most appropriate agent or team. By leveraging automated routing rules, Zendesk ensures that each ticket reaches the right hands quickly, minimizing the time customers spend waiting for solutions. Zendesk provides several methods for routing tickets, from simple round-robin assignments to more sophisticated approaches like skills-based and priority-based routing. This flexibility allows businesses to tailor their support systems to meet specific operational needs. The benefits of effective ticket routing Improved customer satisfaction Customers expect quick, accurate answers to their queries. Proper ticket routing ensures that each issue is handled by the agent best suited to resolve it, which can dramatically reduce resolution times. Faster responses lead to happier customers, which in turn increases loyalty and repeat business. Increased agent productivity When tickets are routed according to agent expertise, agents spend less time transferring tickets and more time doing what they do best - solving problems. This not only boosts productivity but also enhances job satisfaction, as agents feel more competent and confident in... --- > Unlock the full potential of Zendesk with internal and external applications that enhance your customer support workflow. - Published: 2024-05-07 - Modified: 2025-02-17 - URL: https://knots.io/blog/extending-zendesks-functionality-through-applications/ - Categories: blog - Tags: knots apps, zendesk Did you know that you can significantly improve your Zendesk workflow with both Zendesk external applications and Zendesk internal applications? If you've been using Zendesk for customer support and engagement, you're already on the right track. But what if we told you that there's even more to discover within the Zendesk ecosystem? The key lies in leveraging both internal and external Zendesk applications that can transform the way you operate and interact with your customers. These applications offer numerous possibilities for improving your support operations. In this blog, we'll differentiate between Zendesk internal applications, designed to enhance productivity within your team, and Zendesk external applications, which extend functionality by integrating with third-party services. We'll uncover the various ways these applications can help you optimize your business operations. But first, let’s begin by understanding what Zendesk applications are about. What are Zendesk's Applications? In Zendesk, an application is a small software tool that enhances the platform's capabilities. These applications are designed to improve the efficiency of customer support and the overall user experience. They can be created by Zendesk itself, third-party developers, or even your own team. Zendesk applications serve as add-ons that can be integrated into the Zendesk environment. They offer specific functions or features, making it possible to customize and tailor your Zendesk experience to your unique needs. These applications play a crucial role in extending Zendesk's core functionality, allowing users to streamline their workflows, automate tasks, and access additional tools and data without leaving the Zendesk interface. This... --- > The vital role of Customer Success Management Software (CSM) for exceptional customer experiences. Learn how to select the best CSM software. - Published: 2024-03-18 - Modified: 2024-03-18 - URL: https://knots.io/blog/navigating-customer-success-management-software-csm/ - Categories: blog - Tags: customer service, digital transformation Modern consumers not only desire exceptional customer experiences but also anticipate self-service options and an increased digital presence. According to Salesforce's 2023 State of the Connected Customer report, 57% of users now prefer self-service options over human interaction, underlining the significance of user-friendly interactions. Furthermore, the Harvard Business Review's 2022 Achieving Growth with Positive Product Experience report shows that 81% of respondents strongly agree that a strong digital product experience drives business growth. To meet these evolving customer expectations, businesses can embrace the use of Customer Success Software (CSM), a tool that elevates a company's digital presence and customer-centric approach. CSM is meticulously crafted to provide businesses with a comprehensive understanding of their customer interactions, requirements, and preferences. It extends beyond conventional customer support, concentrating on the proactive enhancement of customer satisfaction and loyalty.   In this blog, we delve into the realm of CSM software, uncovering its advantages and providing insights to assist you in choosing the most suitable solution for your business. The Benefits of Customer Success Management Software Utilizing CSM software provides many advantages for your business. These benefits not only enhance your customer support but also contribute to the overall success and growth of your organization. Below, we'll delve into each of these benefits: 1. Enhancing Customer Support Customer support is at the core of any business's relationship with its clients. CSM software can significantly enhance this aspect by: Improving Customer Satisfaction: CSM software allows for personalized, data-driven interactions with customers, resulting in quicker issue resolution... --- > Discover the power of automated messaging in Zendesk! Craft engaging messages and follow best practices for seamless customer interactions. - Published: 2024-02-08 - Modified: 2024-11-29 - URL: https://knots.io/blog/flowing-conversations-with-automated-messaging-in-zendesk/ - Categories: blog - Tags: automation, customer experience, zendesk Imagine a world where routine customer queries are handled swiftly, updates on support tickets are automatic, and customers are proactively informed about changes—this is the magic of automated messaging. In this guide, we're going to unravel the wonders of automated messaging in Zendesk. In the following sections, we'll not only guide you through the types of messages and why they matter but also introduce you to some handy Zendesk apps like Knots Studio and Knots GPT Editor. These apps will supercharge your automated messaging game, making your customer service journey even more seamless. Understanding automated messaging in Zendesk In the world of Zendesk, automated messaging comes in two flavors: comments and notifications. A. Comments: Ongoing conversations Comments keep the conversation flowing smoothly. Think of them as the back-and-forth in an email thread. They're great for ongoing discussions, allowing you to engage with customers dynamically and responsively. B. Notifications: Proactive updates Notifications are the proactive side of the coin. Instead of waiting for a customer to ask, you reach out to them first. It's like a friendly tap on the shoulder, keeping your customers in the loop and informed without them having to initiate the conversation. When to use automated messaging: 1. To enhance customer experience. Keep your customers happy by providing quick and helpful responses. 2. To streamline communication processes. Automate routine tasks, freeing up time for more complex customer interactions. 3. To increase efficiency. Respond faster and more consistently, making your customer service team more productive. How to send... --- > Explore seven types of proactive messages and learn to set them up effectively in Zendesk to create a positive impact in customer service. - Published: 2024-01-24 - Modified: 2024-02-16 - URL: https://knots.io/blog/how-to-use-proactive-messages-in-customer-service/ - Categories: blog - Tags: automation, customer service, knots apps, zendesk Proactive messages refer to communications initiated by a business or customer service provider to engage with users or customers without waiting for them to take the first step. These messages are designed to anticipate user needs, provide valuable information, and enhance the overall customer experience. In the context of customer service, proactive messages can be a powerful tool to address issues before they arise, guide users through processes, and demonstrate a commitment to customer satisfaction. This blog explores the practical application of proactive messages in customer service, with a specific focus on Zendesk. Additionally, we'll provide a brief guide on setting up these proactive messages within the Zendesk platform. Let's dive in by examining the seven distinct types of proactive messages and understanding their roles in optimizing the customer service experience. 1. Welcome Messages: When a user visits your website or logs into your application, you can send a welcome message through Zendesk. This message can provide a warm greeting, offer assistance, and guide users to relevant resources or features. 2. Onboarding Assistance: Proactively guide new users through the onboarding process. Share tips, tutorials, or links to relevant documentation to help them get started with your product or service. This can reduce confusion and increase user satisfaction. 3. Feature Announcements: Inform users about new features, updates, or improvements to your product or service. This not only keeps users informed but also demonstrates that you are committed to continuously enhancing their experience. 4. Problem Resolution: If there's a known issue or... --- > Explore the transformative impact of Zendesk Group SLA Policies to elevate your team. Tailor SLAs to teams and automate repetitive responses. - Published: 2023-12-22 - Modified: 2024-07-16 - URL: https://knots.io/blog/optimizing-support-the-power-of-group-sla-policies-in-zendesk/ - Categories: blog - Tags: automation, data-driven, zendesk The effective management of Service Level Agreements (SLAs) stands as a cornerstone for delivering timely and exceptional service. Zendesk, a frontrunner in customer service platforms, takes this commitment to the next level with the introduction of Group SLA Policies. This blog explores the transformative power of Group SLA Policies, offering insights into customization, scalability, and automation within Zendesk. Explanation of Group SLA Policies Service Level Agreements are instrumental in defining the response and resolution times for support requests, ensuring that customer issues are addressed promptly. Zendesk takes this a step further with the introduction of Group SLA Policies, a feature designed to streamline and tailor SLAs based on specific teams or departments within your organization. Group SLA Policies allow you to customize service levels for different segments of your support operations. Whether you have distinct teams handling various types of queries or different priority levels, Group SLA Policies enable you to fine-tune your service commitments. Benefits of Implementing Group SLA Policies 1. Precision in Service Delivery: Group SLA Policies empower you to set specific targets for response and resolution times for different teams, ensuring that service commitments align with the nature and urgency of requests. 2. Efficient Resource Allocation: By tailoring SLAs to different groups, you can allocate resources more effectively. High-priority issues can receive quicker attention, while other teams can operate within their designated service timelines. 3. Improved Accountability: Group-specific SLAs enhance accountability within teams. Each group is responsible for meeting its defined service targets, and fostering a culture... --- > Discover the flexibility, efficiency, and personalization of using Zendesk custom fields. Follow our guide to set up enhanced custom fields. - Published: 2023-12-18 - Modified: 2023-12-27 - URL: https://knots.io/blog/optimize-customer-service-data-with-zendesk-custom-fields/ - Categories: blog - Tags: automation, zendesk In the realm of customer service operations, data plays an indispensable role. It is the backbone that supports decision-making, drives efficiency, and enhances customer experiences. The more precise and relevant the data, the more effective the customer service operations become. One tool that has revolutionized data collection in customer service is the concept of custom fields in Zendesk. Unlike standard fields, custom fields offer a level of flexibility and customization that allows organizations to capture unique, specific data related to their customers or tickets. This leads us to our statement: Custom fields empower organizations to capture specific data and significantly enhance customer service operations. In this blog, we will explore this concept in depth, shedding light on the transformative power of custom fields in Zendesk. Definition and Purpose of Custom Fields Custom fields in Zendesk are dynamic data fields that organizations can create and customize to capture unique information related to customers, issues, or tickets. Unlike standard fields, custom fields offer the flexibility to adapt to the diverse requirements of different businesses. Whether it's gathering additional contact details, classifying issues based on specific criteria, or recording unique identifiers, custom fields empower organizations to go beyond the limitations of predefined data structures. The primary purpose of custom fields is to enable organizations to gather precise and relevant data that goes beyond the default information provided by Zendesk. This capability proves invaluable in tailoring the customer service experience, as it allows for a more nuanced understanding of customer needs and challenges. How... --- > Boost your customer experience with proactive customer service strategy. Learn to anticipate needs and utilize feedback effectively. - Published: 2023-12-09 - Modified: 2025-01-02 - URL: https://knots.io/blog/proactive-customer-service-strategies-to-enhance-customer-experience/ - Categories: blog - Tags: customer service Every great business relies on one key element: exceptional customer service. But sometimes waiting for customers to come to you with problems is not enough. To succeed, you need a proactive customer service strategy—anticipating customer needs, solving issues before they arise, and creating delightful experiences that keep customers coming back. This article dives into what a proactive customer support is, why it’s critical for modern businesses, and how you can implement it. We’ll also highlight how industry leaders like Amazon, Airbnb, and Spotify are implementing it and share tips to help you create a winning strategy. What is a proactive customer service strategy? It's a strategy designed to address issues and resolve problems before customers are even aware of them. Rather than waiting to respond to complaints, this approach focuses on foreseeing customer needs and providing prompt solutions and support. Examples of a proactive customer support include: Sending reminders about product renewals or account changes. Sharing tips or guides to help customers make the most of your product. Informing customers of potential delays or disruptions before they notice. Proactive strategies are designed to build trust and show customers that you value their time and experience. According to Zendesk, this approach reduces customer effort and increases satisfaction, making it a cornerstone of a successful customer service strategy. Why is customer feedback so important? Customer feedback is the backbone of any effective customer support. It provides valuable insights into what your customers love, what frustrates them, and where you can improve. Here’s why feedback matters:... --- > Zendesk triggers and automations: Understand the key differences, configure them, avoid errors, and use the right conditions for smoother workflows! - Published: 2023-11-19 - Modified: 2025-05-16 - URL: https://knots.io/blog/how-to-use-zendesks-triggers-and-automations/ - Categories: blog - Tags: automation, zendesk In the fast-paced environment of customer support, efficient management of inquiries is key. Zendesk's triggers and automations are essential tools for team leaders seeking to optimize their support processes. These features enable you to prioritize urgent requests and automate routine tasks, allowing your team to focus on more complex issues. In this familiar scenario, Zendesk is your trusted ally. Think about those repetitive, time-consuming tasks that hinder your agents from handling more complex issues. Or the risk of overlooking a vital follow-up survey. This is where automation shines. This article will explore how to effectively utilize Zendesk triggers and automations to streamline your workflow. You'll learn practical ways to enhance response times and ensure comprehensive ticket management, elevating your team's productivity. Fyi: To effectively determine which tasks to automate, Zendesk analytics can provide valuable insights. Explore how to reduce manual tasks with Zendesk analytics. What are Zendesk triggers? Zendesk triggers are powerful automation tools that streamline and enhance your customer support processes. These triggers are event-driven and respond to specific conditions or events in real time. When these conditions are met, triggers automatically execute predefined actions, eliminating the need for manual intervention and ensuring timely responses to customer inquiries. In Zendesk, triggers act as a proactive mechanism to address customer concerns and maintain service quality. They can be configured to perform various actions, such as sending automated email responses, assigning tickets to specific agents, or changing ticket properties, all based on the criteria you establish. Triggers are particularly valuable for... --- > Lets explore strategies to master the art of a cohesive customer experience using the powerful capabilities of Zendesk. Learn more. - Published: 2023-09-07 - Modified: 2024-07-04 - URL: https://knots.io/blog/using-zendesk-to-achieve-a-cohesive-customer-experience/ - Categories: blog - Tags: customer experience, customer service, zendesk Imagine a typical customer service interaction. Now, consider what lies at the core of ensuring its success. We think that it's a cohesive customer experience that truly makes the difference. This type of experience encapsulates the seamless and harmonious interaction a customer has with a company, regardless of whether it occurs through a website, a social media channel, an email, or a physical store. It transcends individual interactions, forging a unified narrative that leaves a lasting impression. In this article, we unravel the significance of a cohesive customer experience, delving into why it's a critical factor in today's competitive market and exploring strategies to master this art using the powerful capabilities of Zendesk—a platform that not only understands the essence of customer interactions but also empowers businesses to orchestrate them with finesse. Why is creating a cohesive customer experience important? In a world filled with choices, customers are no longer just seeking products or services; they're in pursuit of memorable experiences. This quest for exceptional interactions has propelled the concept of a cohesive customer experience to the forefront of business priorities. A well-crafted and consistent journey across various touch points not only fosters customer loyalty but also positive word-of-mouth marketing. According to PWC research, 73% of respondents claim experience to be an important factor in their purchase decision. This emphasizes that businesses are not merely selling commodities; they are delivering holistic experiences. When customers encounter a brand that seamlessly transitions from their website to their app, and then to their... --- > Zendesk's Auto Assignment feature automatically assigns tickets to the most appropriate agent based on customizable rules and criteria. - Published: 2023-08-31 - Modified: 2025-03-26 - URL: https://knots.io/blog/zendesks-auto-assignment-feature/ - Categories: blog - Tags: automation, customer service, digital transformation, zendesk Running a successful support team requires efficiency and organization. With a high volume of incoming requests, it can be challenging to ensure that each ticket reaches the right team member promptly. That's where Zendesk's Auto Assignment feature comes in. By utilizing Zendesk's Auto Assignment feature, you can say goodbye to the headache of manually assigning tickets. This powerful tool automatically assigns tickets to the most appropriate agent based on customizable rules and criteria, eliminating the need for manual ticket triage. Benefits and overview of Zendesk’s auto assignment feature Managing a support workflow can be a complex task, especially when dealing with a high volume of incoming tickets. Manual ticket assignment can consume valuable time and resources, resulting in delayed response times and decreased customer satisfaction. In addition, human error can result in tickets being assigned to the wrong team member, causing further frustration for both customers and support agents. These challenges can hinder your support team's overall efficiency and effectiveness. Zendesk’s auto assignment feature solves this by distributing tickets based on rules you define—like agent availability, skill set, workload, or customer type. It helps you: Increase response speed by removing manual routing Ensure no ticket goes unanswered Route requests to the right agent without delays Reduce operational overhead and boost customer satisfaction Whether you're managing a small support team or a bustling call center, this feature brings structure and speed to your support process. Create rules to match specific conditions The auto assignment feature allows you to create detailed rules... --- > Discover tools and techniques for monitoring customer feedback to create positive customer experiences with insightful data-driven decisions. - Published: 2023-08-29 - Modified: 2023-12-27 - URL: https://knots.io/blog/tools-and-techniques-for-monitoring-customer-feedback/ - Categories: blog - Tags: customer experience, customer service, data-driven As a business leader, monitoring customer feedback is essential to your success. Knowing what your customers think about your products and services, their experiences with your company, and how you can improve is critical to keeping them happy and loyal. There are many tools and techniques available today to help monitor customer feedback, from simple surveys to sophisticated data analytics software. Understanding the options and how to best leverage them will empower you to make insightful, data-driven decisions that shape a positive customer experience. In this article, we will explore some of the most effective methods for soliciting, analyzing, and applying customer feedback to drive business growth. Why Is Monitoring Customer Feedback Important? According to Adrian McDermott, Chief Technology Officer at Zendesk, “Customers have high expectations, little patience, and many options when it comes to who they do business with. ” This is why listening to your customers and understanding their experiences with your company is crucial for success. Monitoring customer feedback allows you to identify issues, improve customer satisfaction, and make better business decisions. Some of the key benefits of monitoring customer feedback include: Identifying problems or pain points in the customer experienceBy analyzing feedback, you can pinpoint areas that need improvement to better serve your customers. You may find issues with your products, services, policies, or processes that you were previously unaware of. For instance, the average large e-commerce site can gain a 35. 26% increase in conversion rate through a better checkout design. Improving customer satisfaction and... --- > Learn how Zendesk automation can streamline your workflows, improve response times, and enhance customer satisfaction. Read more. - Published: 2023-08-25 - Modified: 2023-12-27 - URL: https://knots.io/blog/from-mundane-to-magical-unleashing-the-power-of-zendesk-automation/ - Categories: blog - Tags: automation, customer service, digital transformation, zendesk Are you tired of mundane, repetitive tasks that drain your time and productivity? Imagine a world where your Zendesk support platform works like magic, automating tasks and freeing up your team to focus on what really matters – providing exceptional customer experiences. In this article, we will uncover the power of Zendesk automation and how it can transform your customer support operations from mundane to magical. With Zendesk automation, you can streamline your workflows, improve response times, and enhance customer satisfaction. By leveraging intelligent rules and triggers, you can automate routine processes such as ticket routing, categorization, and even responses to common queries. This enables your team to tackle more complex issues and deliver personalized service to your customers. Furthermore, Zendesk automation provides invaluable insights and analytics to help you make data-driven decisions. Identify trends, spot bottlenecks, and optimize your support operations for maximum efficiency. So, whether you're a small business or an enterprise-level organization, exploring the power of Zendesk automation can revolutionize your customer support experience. Let's dive in and discover how to unleash the magical capabilities of Zendesk automation. The Importance of Zendesk Automation With Zendesk automation, you can streamline your workflows, improve response times, and enhance customer satisfaction. By leveraging intelligent rules and triggers, you can automate routine processes such as ticket routing, categorization, and even responses to common queries. This enables your team to tackle more complex issues and deliver personalized service to your customers. Zendesk automation also provides invaluable insights and analytics to help you... --- > Using a streamlined approach, Voice of the Customer data can transform the way you engage with your audience. Learn more. - Published: 2023-08-23 - Modified: 2024-07-10 - URL: https://knots.io/blog/the-key-to-customer-delight-streamlining-voice-of-the-customer-data-for-an-enhanced-experience/ - Categories: blog - Tags: automation, customer experience, data-driven, digital transformation Are you struggling to keep your customers happy and loyal? The key to customer delight lies in understanding their wants and needs. Enter the Voice of the Customer (VoC) data – a treasure trove of insights that can transform the way you engage with your audience. But here's the catch: without a streamlined approach, you risk drowning in a sea of convoluted data. In this article, we will explore how to effectively streamline your VoC data to enhance the customer experience. By leveraging the power of advanced analytics and automation, you can uncover actionable insights and truly understand what your customers are telling you. Armed with this knowledge, you can make informed decisions to improve your product or service, personalize your marketing campaigns, and deliver an exceptional customer experience. Don't let valuable customer feedback get lost in a maze of unorganized data. Join us as we dive into the world of VoC data streamlining and discover how it can revolutionize your approach to customer delight. Understanding the Voice of the Customer (VoC) The Voice of the Customer (VoC) refers to the insights and feedback gathered directly from your customers. It encompasses their opinions, preferences, and experiences with your products or services. VoC data can be collected through various channels such as surveys, interviews, social media, and online reviews. To truly understand your customers, you need to listen to their voices. VoC data provides valuable information that goes beyond basic demographics. It allows you to gain insights into their motivations, pain... --- > Learn how to improve customer satisfaction with Zendesk Sentiment Analysis. Understand, prioritize and keep Customers happy! - Published: 2023-08-18 - Modified: 2024-08-26 - URL: https://knots.io/automation/mastering-customer-experience-unleash-the-power-of-zendesk-sentiment-analysis/ - Categories: Automation - Tags: automation, customer experience, knots apps, zendesk In today's fast-paced customer service environment, understanding the emotional tone of customer interactions is crucial. By leveraging sentiment analysis within Zendesk, companies can not only address customer concerns more effectively but also enhance the overall customer experience. At Knots, we've developed an advanced solution among many others that seamlessly integrates with Zendesk to transform the way you manage customer interactions. The Importance of Understanding Customer Sentiment Customers express their emotions through every ticket they submit. Identifying these sentiments early can be a game-changer, allowing support teams to prioritize and respond to urgent issues promptly. But doing this manually is time-consuming and prone to errors. This is where sentiment analysis comes in. By automating the detection of customer emotions, you can ensure that every ticket receives the attention it deserves, enhancing customer satisfaction and loyalty. Challenges in Customer Support Customer support teams often face challenges like identifying urgent issues among a flood of tickets, misinterpreting the tone of a message, or failing to prioritize emotionally charged requests. These challenges can lead to delayed responses, unhappy customers, and ultimately, churn. Sentiment analysis helps overcome these hurdles by providing real-time insights into the emotional state conveyed in each ticket. How Sentiment Analysis Enhances Zendesk Support Sentiment analysis isn't just about identifying whether a customer is happy or unhappy; it's about understanding the nuances of customer interactions. Our Zendesk Sentiment Analysis app goes beyond simple classification, offering detailed insights that help your team respond more effectively. Whether it's detecting frustration in a request for... --- > Why wait? Lets look at the top repetitive tasks in Zendesk to automate, starting now. Automate boring tasks and say goodbye to boredom today! - Published: 2023-08-17 - Modified: 2024-11-29 - URL: https://knots.io/blog/top-repetitive-tasks-in-zendesk-to-automate-now/ - Categories: blog - Tags: automation, zendesk Automating repeated chores saves time and energy. Manually performing the same tasks day after day depletes productivity and morale. Businesses, fortunately, can program technology to perform repetitive tasks. This enables agents and managers to concentrate on high-impact work. With Zendesk's powerful automation tools, any team can streamline their processes. Automation routes tickets, follow up on messages, and generates reports without human effort. This frees agents to prioritize personalized customer support. For managers aiming to maximize their team's effectiveness and work satisfaction, utilizing Zendesk automation is key. It allows to focus on quality support instead of repetitive tasks. Overall, automation boosts efficiency, engagement, and quality of service through automated processes. The problem of repetitive tasks in customer support Repetitive tasks are mundane chores that customer support agents frequently have to undertake, such as data entry, responding to common FAQs, and updating customer records. These repetitive tasks are tedious, and inefficient, and reduce productivity. According to statistics, in about 60 percent of occupations, at least one-third of the constituent activities could be automated There are several significant problems with repetitive tasks in customer support: They are time-consuming and reduce agent availability. Agents have to spend hours on repetitive tasks, limiting the time available to assist customers with more complex issues. They lead to agent frustration and boredom. Continuously performing mundane tasks can significantly impact agent motivation and satisfaction. Agents may become disengaged and less productive. They increase the risk of human error. Repetitive data entry and manually updating customer records over long... --- > Zendesk automations should be your top priority. Prioritize Zendesk automations with Knots’ AI, streamline workflows & enhance satisfaction. - Published: 2023-08-15 - Modified: 2024-11-19 - URL: https://knots.io/blog/why-automating-repetitive-tasks-in-zendesk-should-be-your-top-priority/ - Categories: blog - Tags: automation, zendesk Repetitive tasks are the silent productivity killers in any customer service workflow. These mundane, manual activities consume valuable time and energy, leaving agents disengaged and overworked. Fortunately, automation offers a powerful solution. By leveraging Zendesk automations, businesses can streamline operations, free up agents for higher-value tasks, and significantly improve both efficiency and morale. If your team uses Zendesk, automating repetitive tasks isn’t just a convenience—it’s a game-changer. With robust automation tools built into Zendesk, organizations can tackle routine activities like ticket management, follow-ups, and report generation with minimal effort. How repetitive tasks impact agents and customer service Repetitive tasks in daily workflows drain energy and block creativity, directly affecting both productivity and morale. Here’s why automating these tasks with Zendesk should be a top priority: Boosting efficiency Manually handling repetitive tasks consumes a staggering amount of time. Studies suggest that employees spend up to 22% of their time on repetitive tasks. Automating these workflows in Zendesk drastically reduces it, enabling agents to handle more strategic and engaging responsibilities. Enhancing accuracy Humans are prone to errors, especially when performing monotonous tasks. Zendesk automations ensure consistency and precision, reducing mistakes and improving the overall quality of your customer interactions. Boost team spirit Repetitive tasks can lead to “boreout,” a state of chronic boredom that diminishes job satisfaction. Prolonged boredom not only affects productivity but also contributes to mental health issues such as stress and anxiety. By automating mundane processes, agents can engage in more meaningful work, boosting motivation and morale. Identifying tasks... --- > Learn about the Zendesk Merge Tickets feature, and avoid duplication, save time, and provide a more personalized support experience. Read now - Published: 2023-08-11 - Modified: 2024-08-23 - URL: https://knots.io/blog/streamline-your-customer-support-with-zendesk-merge-tickets-feature/ - Categories: blog - Tags: automation, zendesk When managing customer support in Zendesk, efficiency is key. With multiple agents handling a high volume of tickets, it’s not uncommon to encounter duplicate or related tickets from the same customer. Thankfully, Zendesk provides a built-in Merge Tickets feature that allows you to consolidate these tickets, making it easier to manage conversations and ensure that no customer inquiry slips through the cracks. Understanding the Zendesk Merge Tickets Feature The merge tickets feature in Zendesk is designed to help support teams manage duplicate or related tickets by combining them into a single ticket. This ensures that all relevant information is captured in one place, preventing fragmented conversations and allowing agents to provide more comprehensive responses. How to Use the Merge Tickets Feature Using Zendesk’s merge feature is straightforward: Identify Duplicate Tickets: When you notice multiple tickets from the same customer on a similar issue, you can choose to merge them. Select Tickets to Merge: In the ticket view, select the primary ticket and then choose the secondary tickets to merge. Merge Tickets: Once selected, Zendesk combines the tickets into one, moving all relevant information and conversation history to the primary ticket. Best Practices for Merging Tickets Prioritize Ticket Relevance: Ensure that the tickets you’re merging are related to the same issue to maintain clarity in your responses. Notify the Customer: After merging, it’s a good practice to inform the customer that their inquiries have been consolidated, so they’re aware and can follow the conversation more easily. Review the Merged Ticket: Always... --- > Building long-lasting customer relationships is the foundation of any successful business. Here's how to achieve them. Read more. - Published: 2023-08-10 - Modified: 2023-12-27 - URL: https://knots.io/blog/4-steps-to-building-long-lasting-customer-relationships/ - Categories: blog - Tags: customer experience, customer service Long-lasting customer relationships are the foundation of any successful business Customer service experiences have an impact on whether consumers remain loyal to a brand, Calabrio's 2022 'State of the Contact Center Report' found that 97% of consumers and 98% of contact center managers agree that customer service interactions have an impact on whether consumers stay loyal to a brand. Customers want to feel valued, and it’s businesses’ task to ensure that their customers feel important. Forward-thinking organizations recognize that nurturing customer loyalty is not just about making a sale but creating an emotional connection that goes beyond individual transactions. Long-lasting customer relationships provide a multitude of benefits to businesses. Loyal customers not only contribute to steady revenue streams but also act as brand advocates, spreading positive word-of-mouth and attracting new customers. They are more likely to provide valuable feedback, collaborate on new product ideas, and even forgive occasional missteps. Investing in building and nurturing these relationships is, therefore, an integral part of maintaining your business. In this article, we will look into long-lasting customer relationships and how to achieve them. So let’s begin by looking into the first and foremost question: Defining long-lasting customer relationships In short, long-lasting customer relationships are enduring connections between businesses and their customers that are built on trust, satisfaction, and personalized interactions. These relationships go beyond one-time transactions, focusing on consistent value creation and effective communication to foster loyalty and mutual growth. Essentially, to cultivate long-lasting customer relationships, businesses should prioritize customer needs, deliver exceptional... --- > Solution-based assistance transforms customer support teams. Go from reactive to proactive, while wowing customers! - Published: 2023-08-09 - Modified: 2025-01-02 - URL: https://knots.io/blog/solution-based-assistance-to-go-from-reactive-to-proactive/ - Categories: blog - Tags: customer experience, customer service How can your customer support team leap from being reactive to proactive, ensuring customer satisfaction soars and business success follows? The answer lies in embracing a solution-based assistance concept. In this blog, we delve into the concept of solution-based assistance and highlight vital considerations for its implementation in customer support teams. Expect to discover valuable insights, from automation to personalization, empowering CEOs and managers to revolutionize their customer service approach and foster lasting customer loyalty. Definition and key traits of a solution-based assistance The solution-based assistance concept centers around actively seeking and providing solutions to customer issues, rather than merely reacting to problems as they arise. It involves empowering your customer support team to take a proactive approach to resolving customer queries and complaints. This requires not only investing in the right tools and technologies but also thinking of tailored solutions and fostering a customer-centric culture within the organization. Some key traits of solution-based assistance are: Anticipating customer needs; Ditching replies based on a script, and instead focusing on critical thinking; Answering questions effectively and proactively; Following through on all promises made to customers; Working as a team to find solutions; Focusing on addressing the fundamental problem to prevent recurring issues. Benefits of adopting a solution-based approach Implementing a solution-based approach in customer service goes beyond being just a passing trend; it can yield substantial benefits for a company's return on investment (ROI). Here are some of the key advantages: Improved customer satisfaction. Customer-centric brands that prioritize customer experience (CX)... --- > Use Zendesk app automations to automatically handle repetitive, time-consuming tasks that were once only possible with human intervention. - Published: 2023-08-01 - Modified: 2024-07-09 - URL: https://knots.io/blog/using-zendesk-app-automations-to-go-from-costs-to-benefits/ - Categories: blog - Tags: automation, customer service, zendesk As an organization in the current dynamic business world, reducing costs while maintaining a high level of support is always a top priority. With budgets tightening and customers demanding more, you need solutions that can maximize your resources and boost efficiency. With Zendesk app automations, you have the power to automatically handle repetitive, time-consuming tasks that were once only possible with human intervention. By automating resolutions for common questions and issues, your agents can focus on higher-value work. The results speak for themselves: reduced handle times, increased agent productivity, improved customer satisfaction, and cost savings that directly impact your bottom line. In this article, we will explore the value of automations and how they can revolutionize your customer service operations. The possibilities for automation are endless, as are the rewards. The value of Zendesk app automations Using Zendesk’s automation tools to streamline processes and reduce costs is an easy win for customer service teams. By implementing automations, you can cut manual effort and redirect your agents’ time and energy to high-value tasks. Zendesk’s pre-built automations, like automatically closing resolved tickets or routing tickets to the right team, provide quick wins. You can also build custom automations tailored to your needs. Some options include: Automated ticket categorization: Reduce misrouted tickets by automatically applying categories or tags. Auto-response: Send an immediate acknowledgement when tickets are received. This satisfies customers and buys time for agents to respond. Ticket merging: Consolidate duplicate tickets, so agents don’t waste time responding to the same issue twice.... --- > Discover the Power of Customer Service Data for Your Business Growth. Leverage valuable insights to thrive and stay ahead in the market. - Published: 2023-07-31 - Modified: 2024-07-23 - URL: https://knots.io/blog/how-customer-service-data-can-help-your-business-thrive/ - Categories: blog - Tags: automation, customer service, data-driven Customer service serves as a pivotal aspect of the complete purchasing experience. Recent statistics reveal that a substantial 58% of American consumers are inclined to switch to another provider if they encounter subpar customer service. Conversely, an impressive 91% of consumers say that if they have a positive experience, they are more likely to repeat their purchase. These numbers demonstrate the importance of customer experience and the significant impact that customer service has on it. To enhance customer service, an effective strategy involves extracting actionable insights from the wealth of customer service data available. By gaining a profound understanding of your customers through this data, you can precisely tailor your business strategies to meet their needs and expectations. In this blog, we will explore the transformative impact of leveraging customer service data, shedding light on how it can be utilized to improve operations, enhance the customer experience, and gain a competitive edge. We will delve into the benefits of analyzing this data, the types of information it encompasses, and the strategic steps involved in collecting and analyzing it. Additionally, we will outline effective business decision-making methods for identifying key issues and implementing targeted solutions to propel your company forward. What is customer service data? Typically, businesses rely on collecting these essential types of customer data: Customer feedback - obtained through customer surveys, post-interaction surveys, and customer reviews. It helps gauge overall satisfaction levels, identify improvement areas, and measure service delivery's effectiveness. Interaction data - details of customer interactions such as... --- > Discover how to leverage data collection in customer service for business growth. A must-read for insight-driven success. - Published: 2023-07-27 - Modified: 2024-08-07 - URL: https://knots.io/blog/data-collection-in-customer-service-how-to-use-it-to-your-businesss-advantage/ - Categories: blog - Tags: customer service, data-driven According to Harvard, a great deal of well-informed business decisions are derived from customer data. It is fascinating to discover that numerous touchpoints along your customer journey hold valuable insights that can shed light on the performance of your business operations and identify areas for improvement. In this article, we will introduce the various types of customer service data that can be gathered through customer interactions. Next, we aim to captivate your interest in data collection by highlighting several significant benefits it can deliver to your business. Lastly, we will guide you through the optimal practices for collecting data in a manner that is both efficient and respectful. Types of data for collection Customer service data collection can take on many forms, and there are several types of data that can be gathered. We believe that the following types of data are particularly useful for developing excellent customer service. Personal identifiers The personal identifiers in question include customer names, contact details (such as email addresses or phone numbers), and demographic information (such as age, gender, and location). By segmenting their customer base and personalizing interactions based on specific customer profiles, businesses can better serve their customers' needs. Interaction history This data consists of records of customer interactions across various channels, such as phone calls, emails, live chats, or social media interactions. It includes details like the date and time of contact, communication content, and the outcome of the interaction. Interaction history provides insights into customer preferences, past issues, and ongoing... --- > Empower your business with data-driven customer experience insights. Gather, analyze, and apply these insights to gain a competitive edge. - Published: 2023-07-14 - Modified: 2025-01-02 - URL: https://knots.io/blog/use-customer-experience-insights/ - Categories: blog - Tags: customer experience, data-driven Today, customers hold the power to uplift or dismantle a business with a single review, tweet, or online interaction. In this landscape, savvy companies understand that prioritizing customer experience (CX) is no longer a mere option but a strategic imperative. Customer experience future trends and insights predict customer loyalty will drive profitability. In our former article on customer experience insights in business decision-making, we have established the importance of using customer experience insights in business decision-making. To add to that, in this article we will delve even deeper into the realm of leveraging customer experience insights to inform decision-making—a transformative practice that separates thriving businesses from the rest.   We will go into more detail and explore the process of gathering customer experience insights, the methods of analysis and interpretation, and the practical application of these insights in making informed business decisions. Moreover, we will highlight the significance of monitoring and iterating on decisions, as well as establishing feedback loops to maintain a customer-centric approach. Continue reading to learn how you can use your CX insights to guide your business into making more informed decisions. Understanding CX insights Customer experience insights are valuable data points that provide businesses with a deeper understanding of their customers' perceptions, expectations, and pain points. By gathering and analyzing these insights, companies can gain actionable knowledge to inform their decision-making processes. Definition and types of customer experience insights Data-driven customer experience insights refer to the information obtained from various sources that shed light on customers'... --- > Master the art of leading a customer service team with strategic hiring, effective training, and proactive management. - Published: 2023-07-03 - Modified: 2025-04-24 - URL: https://knots.io/blog/master-the-art-of-leading-a-customer-service-team/ - Categories: blog - Tags: customer service As a leader of a team, you may be well aware that along with managerial responsibilities, certain challenges accompany any leadership role.   In the context of customer service, effective leadership entails guiding team members with empathy and professionalism when dealing with challenging customers. It also requires adapting to evolving customer expectations driven by technology and market trends. Therefore, it can be challenging to encourage a team of customer service agents to deliver efficient and quality service, without compromising the customer experience. In this article, we will explore the key aspects of leading a customer service team, including hiring the right talent, training them effectively, and managing their performance. We will also address common hiring challenges and provide actionable solutions for each stage of the process. Create a thriving environment for customer service agents Creating a positive work environment is key to building a thriving customer service team. Here are some components to consider: Be Proactive Open communication is crucial for building strong relationships within your team. Encourage team members to share feedback, ideas, and concerns with one another and with you. Implement solutions to problems that recur.   Build a knowledge base for frequently asked questions and use customer and agent feedback to prevent systematic issues from taking up valuable support time. Consider organizing regular team meetings to discuss company updates, performance metrics, and other relevant topics. Supportive Team Culture A supportive team culture means that team members feel valued and respected. One way to promote a supportive culture... --- > Explore how to foster a corporate culture that embraces automation. Learn key strategies to drive a corporate culture based on automation. - Published: 2023-06-28 - Modified: 2024-09-11 - URL: https://knots.io/blog/create-a-corporate-culture-that-embraces-automation/ - Categories: blog - Tags: automation, digital transformation The shared ideas, beliefs, and practices that define a company's identity are referred to as corporate culture. Automation is the use of technology to do jobs previously performed by humans. With increasing competition and the need for efficiency, embracing automation has become crucial for businesses to stay relevant.   However, implementing automation can be challenging, and it requires a culture that embraces change. This blog will go over the fundamentals of developing a company culture that welcomes automation, the benefits of doing so, and how to make automation work for everyone. The array of automation solutions: where to begin? According to the McKinsey Report from 2019, whereas there are few fully automatable occupations, 60 percent of all occupations have at least 30 percent technically automatable activities. But before you can create an automated corporate culture, you must first understand the various types of automation solutions available.   There are numerous tools and technologies available to help streamline your business processes, ranging from robotic process automation (RPA) to artificial intelligence (AI).   Automation should be viewed as a problem-solving activity. Begin by identifying the areas of your business that could benefit the most from automation, and then investigate the solutions available to meet those needs.   Here are some questions to think about while searching for specific pain points:  What is the key business outcome that you want to improve? Are there new services that you want to provide, or do you want to improve specific performance figures? Do you have... --- > Boost customer loyalty with a Personalized Customer Journey. Dive in to learn how custom experiences transform relationships! - Published: 2023-06-16 - Modified: 2024-09-11 - URL: https://knots.io/blog/personalized-customer-journey/ - Categories: blog - Tags: customer experience, customer service, digital transformation Delivering a personalized customer experience is becoming essential for success with 25% of consumers admitting they are spending less on their favourite brands. Customers expect companies to understand their unique needs and preferences and tailor their products, services, and interactions accordingly. To achieve this level of personalization, businesses must rely on an efficient IT/software infrastructure. Such infrastructure can collect and analyze customer data, implement personalization strategies, and automate customer support efforts. By doing so, businesses can create a seamless and customized customer journey that meets the needs and expectations of individual customers. This blog post will begin by highlighting the significance of customizing the customer journey for businesses. Following that, we will present four practical tips on how to personalize the customer experience. What is the importance of personalizing the customer journey? Personalization, when it comes to the customer journey, involves adapting products, services, and experiences to the unique needs and preferences of individual customers. Nowadays, customers expect tailored experiences at every touchpoint, starting from initial contact and continuing through post-purchase support. An efficient IT/software infrastructure can help your business create a personalized customer journey. There are several reasons why a personalized customer journey can benefit your business: First, it can increase customer satisfaction and loyalty. Customers are more likely to return to a company that provides personalized experiences that cater to their needs and preferences. Second, it can help drive sales and revenue growth. Personalized experiences can lead to increased sales and a higher customer lifetime value. Third, a... --- > Discover how customer experience analytics can drive organizational change. Methods and tools for effectively increase customer experience. - Published: 2023-06-12 - Modified: 2024-07-23 - URL: https://knots.io/blog/customer-experience-analytics/ - Categories: blog - Tags: customer experience, digital transformation, KPIs As a customer service representative, you understand the power of data and analytics to drive meaningful change within a company. Customer experience analytics provide valuable insights into the voice of your customers and their journeys, equipping you with the quantitative evidence needed to make strategic decisions. With the help of management, these data-driven decisions can transform your company into one that truly puts the customer at its center. This article presents tools and methods for leveraging customer experience analytics to drive organizational change. We will explore tools for gathering and analyzing data from multiple touchpoints, as well as frameworks for identifying the key drivers of customer satisfaction and loyalty. Finally, you will learn how to build a business case for change initiatives based on these analytics and gain leadership buy-in.   Understand the Importance of Customer Experience Analytics To drive meaningful change in your organization, you must first understand the importance of customer experience analytics. According to a survey by ActionIQ, 84 percent of consumers say experiences are more important than a brand’s products or services. Brands that create the right types of experiences, such as those that are helpful and tailored to the individual, see a 20 percent lift in business impact. By evaluating customer feedback and behavior data, you gain insights into key pain points and opportunities for improvement. Here are some of the key components involved in analytics for customer experience: Analyze the Customer Journey The customer journey refers to the series of interactions a customer has... --- > Customer experience insights are invaluable in guiding business decisions that can propel your organization forward. Learn more - Published: 2023-05-23 - Modified: 2024-07-23 - URL: https://knots.io/blog/the-role-of-customer-experience-insights-in-business-decision-making/ - Categories: blog - Tags: customer experience, digital transformation Every company wishes to please its clients. According to a You Gov poll, 97 percent of corporate executives agree that customer happiness is critical to their organization's success. But how would they know if they are doing it correctly? Customer experience (CX) insights are the facts and opinions gathered from customers to determine their level of happiness. By analyzing this data, firms may make informed decisions to improve client experiences, increase loyalty, and ultimately grow their business. The benefits of shifting toward data-driven customer experiences (data-driven CX), according to a Forbes Insights survey of 357 executives from large firms, are numerous, including increased revenue creation, cost savings, and speedier operational efficiency and quality improvements.   In this blog post, we'll look at the advantages of using customer experience data and how businesses can use it to make better business decisions. What are Customer Experience Insights? As previously said, CX insights are the data and input that enterprises acquire from customers at each touchpoint of their journey. It includes not only traditional consumer feedback and surveys but also social media interactions, internet reviews, customer service chats, purchase activity data, and other information.   Insights into customer experience assist organizations in understanding what their customers think and feel about their brand, goods, or services. They can also identify patterns and trends in customer behavior. Businesses can find areas for improvement, such as customer service or product development, by researching CX insights. Considering CX may thus help businesses keep up with changing customer... --- > Learn about the four trends shaping digital transformation in customer service and apply actionable insights and strategies. - Published: 2023-05-18 - Modified: 2024-07-23 - URL: https://knots.io/blog/customer-service-amid-digital-transformation/ - Categories: blog - Tags: automation, customer service, digital transformation In today's digital age, businesses need to adapt and transform their operations to remain competitive. It's not just about adopting new technologies or automating processes to cut costs, but about rethinking how things are done to become more efficient and effective. Customer service is an essential aspect of any business, and in the past, it was a time-consuming and manual process. However, with the advent of digital transformation, businesses can streamline their customer service operations and provide both better customer and employee experiences. In this blog, we will explore 4 trends that are shaping the current digital transformation. Trend 1 - total experience strategies The current digital transformation process in customer service is being shaped by a trend toward total experience (TX) strategies. TX is a holistic approach to customer and employee experience that considers all interactions and touchpoints across various channels and departments, and, particularly, in the areas where their intersection is most evident. TX's focus is on delivering a seamless, personalized, and consistent experience for both customers and employees. Nowadays, businesses recognize that the employee experience is just as crucial to their success as the customer experience. As a result, the shift towards TX strategies is becoming increasingly important. Gartner predicts that by 2026, 60% of large enterprises will adopt TX strategies to revolutionize their business models and attain exceptional levels of customer and employee advocacy. Customer experience (CX) Today, customers expect more than just good customer service. They want an experience that is tailored to their needs,... --- > The secret to success in any company is to keep clients satisfied. Here are 5 Ways to Keep your customers happy in 2023 with Zendesk. - Published: 2023-05-09 - Modified: 2024-07-23 - URL: https://knots.io/blog/5-ways-to-keep-your-customers-happy-in-2023-with-zendesk/ - Categories: blog - Tags: automation, customer service, zendesk The secret to success in any company is to keep clients satisfied. Happy clients are more inclined to stick with you, recommend you to others, and offer insightful criticism. However, ensuring customer satisfaction can be difficult, particularly in the digital age, where clients demand quick, individualized, and effective service. This is where Zendesk comes into play. By using Zendesk, businesses can achieve these objectives and maintain customer satisfaction in 2023 and beyond. In this blog post, we'll go over five tasks that companies must complete to ensure happy customers. 1. Streamline Communication Communication is one of the most crucial elements in ensuring client satisfaction. Customers expect to be able to contact businesses with ease and get responses quickly. Client service software from Zendesk can assist organizations in streamlining communication and guaranteeing that all client inquiries are swiftly resolved. Businesses can manage client inquiries across many channels, including chat, email, and social media, with ease with Zendesk. The program also enables companies to automate responses to frequent queries, lessening the stress on support employees and guaranteeing that clients respond to them in a timely manner. Another benefit of Zendesk's customer support software is that it allows businesses to track customer inquiries and ensure that no inquiry falls through the cracks. The software provides a centralized hub for customer inquiries, making it easy for support teams to manage and prioritize inquiries. With Zendesk, businesses can ensure that all customer inquiries are addressed promptly and efficiently. Furthermore, Zendesk's customer support software allows businesses... --- > Learn how to automatically change the requester in Zendesk based on ticket content. No more copy & paste with this easy, automated process. - Published: 2023-04-23 - Modified: 2023-06-07 - URL: https://knots.io/cases/change-ticket-requester-zendesk/ - Categories: Use Cases - Tags: knots apps, ticket parser, zendesk Imagine the requester of your Zendesk ticket is actually not the one you received the Email from, but the requester is mentioned somewhere in the ticket text. Find out here how to update the requester field through an easy and automated process. Learn how to save time without the need to search for the information manually and avoiding the copy & paste. Some of the main reasons why you want to change the request field: A ticket is created via a forwarded email. The ticket is auto-generated by an internal team that scans documents(In this case, it may require the use of OCR to parse the information) The ticket is created by a third party (eg: webform, calls, etc) Best way to change the requester name in Zendesk It is possible to change the requester field in Zendesk with manual work but what happens when you have a high ticket backlog and want to automate this process? One possible way to automate the process is to use a middleware solution for Zendesk.   With the Ticket Parser, it is possible to use the module to search for a text string, identifying patterns to change the requester field via email address, name, and company. The app is available on the Zendesk Marketplace and it allows you to change the ticket requester either by changing the requester email address or the requester name. Get the app See other ways to update the ticket requester Zendesk Change Requester Name Api Zendesk Ticket Requester Bulk Edition A... --- --- --- ---