Knots.io Automation Apps Overview by Industries
The power of Knots.io Automation Apps is that they work BEFORE an agent opens or interacts with the ticket. So there is no wait time or backlog, they work once the ticket comes into Zendesk.
Any task your agent spends 5 seconds to 5 minutes on can be automated with Knots.io! Stop unnecessary work and human error. No more labor costs wasted on ticket attachments, filling in fields, or searching for data on multiple platforms.
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Our Zendesk Marketplace Apps
Ticket Parser
Extract relevant information available in the ticket and autofill ticket, user, and organization fields in Zendesk.
Optical Character Recognition (OCR)
Automatically index then transcribe attached PDF and scanned documents into ticket.
API Data Sync
Automatically gets data from platforms outside of Zendesk and stores it in custom fields.
Shopify Event Sync
Automatically sync data from Shopify and interact with it directly in the ticket.
Shopware 5 Event Sync
Access and integrate data from Shopware 5 to enhance your tickets automatically.
Knots Studio
An integrated development environment directly in Zendesk that unlocks just about every possibility you can think of to automate repetitive tasks.
Every company that receives Letters or Fax
- Automatically extract data from scanned document and transcribe them into a ticket (OCR – Automatically Transcribe Attached PDF and Scanned Documents)
- Change the ticket requester from scanner@company.com to end customer (Ticket Parser)
Retail
- Autofill PO#, Order ID, Contact info – before an agent opens the ticket autofill important fields. Possibility to identify order numbers based on different marketplace (Amazon, eBay, Etsy, etc.) and auto route tickets for agents. (Ticket Parser)
- Automatically change requester – from emails sent from third-parties (for example, third-party seller), look up final customer email address, change the ticket requester and auto reply to end customer. (Ticket Parser)
- Connect to Shopify, Shopware, any other CRM with public API – get order, delivery and payment status. Or update third-party system based on Zendesk ticket (for example: “cancel my order”). (API Data Sync)
- Surface VIP Customers and Direct Tickets to Departments – use conditions to prioritize tickets – for example, if revenue > $5,000 set tag VIP_customer or fetch customer’s tag directly from Shopify. (API Data Sync)
- Create a ticket when a cart is abandoned – so sales team can take action. For example, abandoned cart/order in Shopify -> create a ticket in Zendesk, including the telephone number so agents can customers. (Knots Studio & Shopify Sync)
- Auto reply to customer with delivery details – send URL with tracking-link. (Knots Studio)
- Zendesk Retail Client Example:
- A retail company receives a request for an update on their order number
- They’ve attached a PDF
- Knots.io reads the PDF, gets all info like PO#, address, name, and autofills ticket fields
- The retail company then automates a reply with delivery information, completely closing the ticket without agent interaction
Manufacturing
- Index and transcribe attachments – with order details automatically, before agent opens the ticket (OCR – Automatically Transcribe Attached PDF and Scanned Documents)
- Autofill PO#, Order ID, Contact info – before an agent opens the ticket autofill important fields. (Ticket Parser)
- Automatically send information to systems before the ticket is open like SAP, etc. (API Data Sync or Knots Studio)
- Route and prioritize tickets based on conditions (Done with native Zendesk tools since all info is now available to trigger)
- Zendesk Manufacturing Client Example:
- A Medical Supply Company gets order information via PDFs
- Knots.io transcribes that data automatically
- Knots.io parses it to give VIP priority for larger orders
- Agent is notified and speeds up response time so important customers are happy
Finance and Fintech
- Index and transcribe attachment/document details with bank and customer information – before agent opens the ticket. Transcribes information like ID, Deposit Amount, Withdrawal Amount, etc. (OCR – Automatically Transcribe Attached PDF and Scanned Documents)
- Autofill important information – before an agent opens the ticket like invoice due date, IBAN, customer information, etc. (Ticket Parser)
- Send customer details to ERP – and create a user profile. (API Data Sync)
- Prioritize payment for upcoming invoices. (Done with native Zendesk tools since all info is now available to trigger)
- Archive whole ticket as PDF – including attachment once the ticket is completed for future audit. (Ticket Exporter)
- Zendesk Finance Client Example:
- A bank has a client asking for information on their recent deposit and they attach a PDF
- Knots.io transcribes that data automatically
- Knots.io parses it to give VIP priority for important clients
- Agent is notified and speeds up response time so important customers are happy
Public Sector and Services
- Index and transcribe information pulled from photo of water or electricity meters into Zendesk – before agent opens the ticket. (OCR – Automatically Transcribe Attached PDF and Scanned Documents)
- Autofill important information – before an agent opens the ticket like energy usage, customer information, etc. (Ticket Parser)
- Classify tickets that are urgent – versus tickets that only are related to end of the year regular consumption check (Done with native Zendesk tools since all info is now available to trigger)
- Update backend systems – with ticket information automatically (API Data Sync)
- Zendesk Energy Client Example:
- Field agents take photos of electricity meters with smartphones to show proof (it’s faster than typing in the details)
- They send the image in as an attachment
- Knots.io indexes and transcribes data from image into Zendesk
- Knots.io autofills ticket fields with important information
- Knots.io autofills customer information
- Agents take action accordingly
Travel
- Index and transcribe travel document details – before agent opens the ticket. Transcribes information from hotel invoice details, flight bookings, etc. (OCR – Automatically Transcribe Attached PDF and Scanned Documents)
- Autofill important information – before an agent opens the ticket like customer name, price paid, travel insurance #, extra costs, etc. (Ticket Parser)
- Enrich ERP with additional costs – based on data extracted from document. (API Data Sync)
- Automatically send email to customer – in case of outstanding fees (Knots Studio)
- Zendesk Travel Client Example:
- Knots.io autofills travel date
- Prioritize tickets from customers where the flight or booking date is in the near future
Gaming
- Check user status (level, revenues, etc) and classify user into categories using tags (API Data Sync)
- Auto route / auto assign ticket to agent level based on conditions (Done with native Zendesk tools since all info is now available to trigger)
- Sensitive user ticket information and attachments are archived from Zendesk into a secure location (Ticket Exporter and Archive)
- Zendesk Gaming Client Example:
- Gambling fraction has certain regulatory needs to keep information about people who regularly engage in gambling
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