Smart Document Data Extraction

Turn every attached document into structured ticket data the moment it arrives. When a ticket comes in with a form, ID, receipt, or certificate, the app reads the attachment, extracts the fields your team needs, and fills in your Zendesk ticket fields. Structured, validated, ready to act on.

How it works

A ticket arrives with a PDF, image, or scanned document attached. The app detects the attachment, reads it using AI-powered OCR, identifies the relevant fields, and fills in your Zendesk ticket fields automatically. The agent opens the ticket and the data is already there.

What gets extracted

The app handles the document types that drive manual work in support and operations queues:

• Forms and applications — selected fields, signature dates, reference numbers
• Identity and verification documents — names, document numbers, expiry dates
• Receipts and proof of purchase — date, amount, retailer, order references
• Certificates and credentials — holder name, credential type, issue and expiry dates
• Technical and support documents — serial numbers, error codes, device details, log excerpts

Output is validated and named — not a block of text, but discrete fields your systems can read, route, or act on.

Who this is for

Support and operations teams where tickets arrive with attachments someone has to open and manually copy into fields. Claims, compliance, and operations teams handling forms, certificates, and verification files. Any team where the first step after a ticket arrives is opening an attachment and entering values by hand — this removes that step.

What your team sees in Zendesk

When the ticket comes in, the extracted fields are already populated. Agents see a completed ticket alongside the conversation. For teams that route or escalate by document contents, structured fields mean routing rules work on real data.

Built for volume

For teams where document-heavy tickets are the norm:

• Claims and case management — intake forms, supporting documents, identity verification
• Compliance and onboarding — certificates, licenses, credential documents, signed agreements
• Returns and warranty — proof of purchase, product receipts, order references
• Technical support — serial numbers, device photos, error screenshots, system logs

The extraction runs automatically on ticket creation when an attachment is detected. No OCR configuration, no model training, no outside vendor to manage.

From Knots

Knots builds workflow automation apps for Zendesk. Purpose-built for specific use cases, installs in minutes, runs inside your existing setup.

Questions? Reach out at zendesk@knots.io

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