Streamline your Workflow with Zendesk Apps
Our apps will help you automate your processes
We developed ready-to-use solutions that don’t require coding. They’re designed to cover the most commonly requested automation functionalities.
Explore Common Cases available for Zendesk
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
- 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
- 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
Are you ready to automate Zendesk to make your life easier? Get a 14-day free trial and one of our specialists will reach out to you.
Zendesk Apps in the marketplace
Ticket Parser
Our Ticket Parser for Zendesk will scan your new ticket. It’ll extract relevant information and upload it into pre-determined custom fields. You’ll have all of your information in one place that’s taken directly from your customer’s ticket.
One of the best things about our Ticket Parser is that it reduces the chance of missing or incorrect information. Ticket Parser automates manual entry in Zendesk, allowing you to focus on working with your customers. It only takes a few minutes to get the Ticket Parser set up and it’ll significantly decrease your daily workload.
Ticket Parser
Search for string and extracts information from the Zendesk ticket and update it to custom fields.
API Data Sync
Retrieve backend data to automate ticket flow. Integrate with Shopify, SAP, and SalesForce.
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.
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.
PDF OCR Reader
Convert PDF and image files into text in Zendesk and make text searchable.
How Knots Works
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.
NLP Ticket Classifier
Set the ticket sentiment analysis via sophisticated AI
Your Use Case
We have over 50 modules. But, if you need something customized we will build it.
Universal Phone Integration
Integrate any telephony system via webhook
Knots Studio
Knots Studio is an integrated development environment that's hosted directly in Zendesk. Easily solve problems with your cloud tools, and don't worry about deployment and hosting.
Learn more about our process
Step One: Register for an Account
Step Two: Get Started
Step Three: Improve Your Systems
Why Choose Knots?
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Knots is The Booster That Gives Your Team Superpowers
