Knots ticket parser

Search and extract IDs, Email addresses, or any other info based on a specific pattern and store it in a custom field with the Knots parsing app.

Context info is the key to solving tickets quickly, automating processes, and connecting Zendesk to your CRM tool, ERP, webshop, or any other backend system. The values can also be used for automatic connection to your ticket sidebar app or as a deep link for example with Deeplinks App.

How ticket content parsing works

1. New incoming customer support ticket via Email
2. Knots parsing middleware searches immediately for the data in the ticket based on the pattern (regular expression)
3. The ticket is updated in the background via API and the extracted value is stored in a custom ticket field
4. Optionally a tag is set on the ticket if the value is found. This enables further automation via additional triggers

Watch this short video VIDEO to see the mechanism at work.

App inquiries

Contact us if you have any questions, comments, or feature requests regarding this app.

About Knots

Knots offers you ready-to-go event-driven automation modules for Zendesk like

• Ticket parser via Regular Expressions
• NLP Ticket classification for contact reasons
• OCR text recognition from PDFs
• Webhook based telephony integration
• GDPR anonymization by keeping reporting data
• Send ticket data to backend systems with an authentication layer e.g. OAuth2
• Retrieve data from backend systems via API and store
• etc.

Contact

Mail: zendesk@knots.io | Web: knots.io