knots.io

KNOTS APPS FOR ZENDESK

Streamline your Workflow with Zendesk Apps

Solve Specific Tasks and Enhance Ticket Processing in Zendesk with Knots no-code automation solutions. Save operational and development costs.
improve customer service zendesk 2024

How Knots Works

Once set up, Knots can perform automated tasks in a matter of seconds. What used to take you a good portion of your day will now be handled automatically by our software.
Trigger Event

An incoming message will trigger Knots to begin. This can include an email, phone call, or scanning of a document.

Ticket Creation and Analysis

Knots will get triggered when a ticket is created. The system will review the message and determine what action needs to be performed. This can include parsing, routing, or OCR.

Ticket Information Collected

Knots enriches ticket information by using ready-made integrations with all main ERP/CRM systems. It'll combine that information with the current details that are already entered into third-party systems and APIs.

Automated Process

The newly collected information from Knots will generate an automated reply or route the ticket to the appropriate location. All of these actions will take place without you needing to lift a finger.

USECASES

Explore Common Cases available for Zendesk

Handling a lot of customer inquiries and support tickets by hand can lead to high costs, a high error rate, overworked agents, and a backlog. Cloud-based software offers limited automation out-of-the-box.

We developed ready-to-use solutions that don’t require coding. They’re designed to cover the most commonly requested automation functionalities.

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 soon
  • Search for address and billing information and update the user data
  • Identify from which marketplace the user purchased an item and automatically route the ticket
  • Simply 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

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-answers can be achieved by combine multiple Knots together. 

Examples

  • A client wants to know where the parcel is
    • NLP classification with a minimum-accuracy set (threshold)
    • Ticket is classified as “Track and trace”
    • Parsing order-ID if found in ticket
    • Use orderID to check shipment status and tracking (data dip) against shop-solution or ERP system
    • Auto-answer client with parcel status
  • Client wants to receive a invoice copy
    • Invoice is looked up (data dip) in ERP and sent as attachment to client via Zendesk automatically
  • Client wants to cancel order
    • Order identification
    • Stop/Pause order directly in ERP/Shop so no parcel will be sent out
    • Automatically inform customer that the cancellation was successful

Our OCR App extracts content from PDF files and images. Even handwritten documents are automatically stored within the Zendesk ticket.

Benefits

  • Extracted data is stored as internal comment in Zendesk
  • Search for data contained in attachments through your Zendesk search
  • Use content to fire following automations (i.e. auto-classification, extract Order numbers etc.)
  • Route based on content in attachments
  • Created tickets which contain attached images/photos that contain serial numbers or similar can be auto-processed further
Get data from any third party system and store infos in the ticket:
  • customer data from CRM, ERP, Shop… (i.e. based on email-adresses)
  • Product details based on serial numbers from your PIM system
  • HR data from your HR-solution
  • any custom backend with APIs (REST, SOAP, Graph) available
 
Why should I enrich ticket data?
  • Gain context about your current client situation
  • prioritize VIP-clients (revenue = high)
  • Route to specific teams based on product groups
  • Reduce your Ticket Backlog by Merging Duplicate Requests on Zendesk
  • Have transparent view on a single ticket
  • Automerge ticket based on External IDs (sometimes other ticketing solutions might communicate with your support team. Get rid of multiple tickets by automerging)
  • Look for email patterns in the ticket content and update the ticket requester automatically with the correct end-user. This is often the case when the ticket is normally created by a third-party such as a partner, a form-mailer, a machine (e.g. a scanner)

  • You can also find name, address or any information and update your ticket fields or contact in Zendesk
  • Export old tickets with their information and attachments and store it as PDF in an archive system (FTP, SFTP, etc.)

  • Close and delete ticket from Zendesk

Why?

The current telephone systems integration has no Zendesk Marketplace Integration, or the existing app doesn’t meet your expectations? Now you have the choice to develop an integration based on Zendesk-APIs or save effort and use our Telephony Middleware.

 

Components

  • Middleware service which receives the phone call event (via REST or URL with parameters)
  • Zendesk App which communicates with the middleware service (i.e. pop-up on new call events)

Supported phone systems

  • Any phone system
ZENDESK APPS

API Data Sync

Our API Data Sync solution works with any public API. You can easily integrate between Zendesk and different systems.

Grab your customer data from your ERP and CRM software to enrich your Zendesk tickets.

All of the information is stored in the cloud. It’ll automatically sync on the backend, ensuring your support team is all seeing the same information.

api data sync zendesk app
api data sync zendesk app
ZENDESK APPS

OCR Reader for Scanned PDF

You can convert images and PDFs into text in a few moments with our Zendesk app. Automate the data extraction process with our OCR app. Our solution can read both handwritten and typed notes.

Eliminate the time it takes to decipher and manually enter information from external documents within our app. You also don’t have to download email attachments to see their content. Simply connect to our OCR app and it’ll handle it for you.

Supercharge Zendesk with Knots

Not sure how Knots can benefit your business? Book a demo and we are more than happy to demonstrate it.