The Zendesk parser enables Zendesk to parse content i.e. from the Ticket subject and description. This could be for example:

• OrderIDs
• ContractIDs
• Article numbers
• Customer-numbers
• date values within the ticket body

The extracted content will be written back into Zendesk ticket fields (i.e. custom fields). An optional setting enables you to add a Ticket-tag when the parsing was successful (i.e. orderID-parsed). This enables routing-options for Zendesk triggers when an Ticket is related to an OrderID.

Do you want to route tickets to a specific agent group based on, for example, customer metrics from ERP/CRM such as revenue or classification, or update fields in the ticket?

You want to route/group/segment your tickets inside Zendesk based on customer-data in external systems like CRM, ERP or e-commerce? Our AddOns API is capable of doing that.

Typical use case: Parse the orderID from the Email, use the orderID to get the orderSize from the Backend (i.e. Shopware, Shopify) and route/priorize based on basket size.

The execution of complex calculations can also be performed using the middleware.

Processing ticket content with NLP is a great chance to enhance your Zendesk tickets automatically. Check for the mood of a customer and prioritize based on this. Learn how a ticket should be categorized based on other tickets in your system.

If you want to store call recordings in another location then in the Zendesk comment, you can use our Service for storing the Recording (MP3-file) in a different location like i.e.

• Dropbox
• Google Drive
• Amazon S3
• …