Knots: Automate your customer service!
Boost your processes! With Knots, you can automate all the tasks that your customer service software alone cannot handle, particularly the many repetitive steps that still need to be carried out manually, such as those involving documents.
Make use of the nearly 30 Marketplace apps and workflow templates now available, or create exactly the workflows your support team needs.
From the Leafworks webinar “Better ticketing decisions through structured automation”.
This is where Knots makes the difference
Knots Flow
A visual workflow builder for custom automation. Multiple steps, conditions, external systems – all connectable without code. And if necessary, with code too!
More about Knots Flow
Zendesk Apps
Smart solutions for common problems: extracting attachments, merging or classifying tickets, automatically closing thank-you messages, redacting data, and much more.
More about Knots’ apps
Integrations
Knots connects any system via API: Zendesk, CRM, ERP, Shopify, SAP and more. Data is always up to date and exactly where it’s needed.
More Knots features
AI Functions
Recognise intent, fill in ticket fields, suggest and translate responses: at Knots, AI usually works seamlessly in the background, where it really saves time.
To Knots’ AI features
Typical situations in which Knots unties the knot
Attachments must be processed manually
Customers send invoices, delivery notes and forms as scans, PDFs or photos – which means your team has to download the attachment, open it, make sense of it and enter the data into the ticket – over and over again. Knots’ OCR and Autofill features handle this automatically.
Thank-you messages reopen tickets
That’s kind of you, but… Every “Thank you” reply reopens a resolved ticket, disrupts SLA metrics and ends up in the queue. The AI Thank You Autosolve workflow detects whether it’s really just a thank you, replies politely if requested, and then closes the ticket before it takes up anyone’s time.
Smart routing requires external data
Does the right team for the ticket depend on the tariff, region or status in the CRM? Zendesk doesn’t have this information by default. Knots retrieves it and can also assign the ticket correctly.
Data flows between systems
After a call, a transaction or a status change, several systems need to be kept up to date. Manual data transfer takes time and leads to errors. Flow synchronises this automatically.
Sensitive data? Too much of it? Duplicates?
Redact ticket content, delete attachments, export ticket content or merge duplicate tickets – there’s hardly a tedious chore that Knots won’t take off your hands.
Knots apps, along with the capabilities of Flow and Middleware Studio, make many aspects of customer service faster, simpler and more efficient. Zendesk, in particular, is the tool with which Knots has gained the most experience, but the workflows can ultimately be applied anywhere where tickets are used.
How to use Knots properly
Knots really comes into its own when the solutions are tailored precisely to your setup. How great it is to have experts on hand who know both you and the Knots solutions like the back of their hand!
Not only have we been the market leader in Zendesk integration and optimisation across the DACH region for years, and are also very familiar with other customer service platforms and software, but we also know and value the solutions offered by our partner company Knots.io.
You can find out more about our network on our partners page.
What we achieve with Knots
Consultancy & Use Case Selection
We understand your processes and know what Knots’ solutions can achieve and where they offer the greatest impact for you.
Setup & Integration
Whether it’s a ready-made app or a bespoke workflow including integration with your backend systems: we’ll set it up, support the rollout and remain by your side afterwards.
Ongoing optimisation
Even automation needs a bit of love! And care. We’re here for you when processes change, new use cases arise or workflows need adjusting.
Customer story: Peak Financial Group
After a fast Zendesk rollout, daily operations turned into a minefield: hundreds of conflicting triggers, manual email triage, and high error rates.
Peak was already using Knots but needed more comprehensive, long-term support – impact that goes beyond apps. Together with Leafworks, Knots, Zendesk, and a new telephony integration were brought together into a functioning system.
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75–100 h
time saved per week
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83%
fewer errors
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1 vs 8 h
email triage
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400+
triggers restructured
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View full case study“Finally, I can do my job.”
Wesley, Transfer Team Manager, Peak Financial Group
3 Knots solutions everyone needs
There are a few Knots apps and features that we can almost always recommend. Our top picks:
Merge Tickets
Completely free and quick to install, Merge Zendesk Tickets merges duplicate tickets based on the ticket fields you specify, and keeps a clear record of the process.
Image to Text
Optical Character Recognition is a game-changer for customer service: this app reads all kinds of images with unparalleled accuracy in 150 languages and can even recognise handwriting!
Export Tickets
Storing data can be expensive – Ticket Export lets you send tickets, comments and anything else you want as a PDF to the storage solution of your choice at the touch of a button, either as a one-off or on a regular basis.
Why Leafworks for Knots?
Overview
We know you and Knots; we’re a Zendesk Premier Partner and experts in HubSpot, Aircall, monday.com and much more.
Experience
We have already used Knots in highly complex setups and know exactly how everything works.
Pragmatism
We quickly find the right solution, without any unnecessary overhead. The main thing is that it works and delivers measurable added value.
Let's get started
Three starting points – depending on where you are and what you need.
Knots Consulting
Are you wondering whether Knots can effectively enhance your automations? In a quick chat, we’ll work together to identify where the greatest potential lies.
Fine-tuning knots
Do you have a specific use case – OCR, routing, data synchronisation – and want to get started straight away? We’ll set up the right Knots solution for you.
Complex automation
Multiple systems, custom logic, strict data protection requirements? We develop the right workflow for you – fully documented and designed for long-term maintenance.
Let’s find out what’s holding you back.
In initial meetings, I often hear and see that, despite the use of professional customer service software, a great deal is still done manually. This is partly down to the setup itself, but there are also many issues that a platform alone simply cannot resolve.
Knots can really help address many of these issues, but how well it fits into your setup depends on how your customer service is structured, which systems you use, and where your biggest pain points lie.
We can’t answer that from a distance, so get in touch and we’ll take a look at your setup.
Robert Cwicinski
Customer Service Expert
- Automations
- CRM
- Integrationen
- Business Intelligence / BI
- Digitale Transformation