Overview of Swifteq Ticket Parser Autofill

The Swifteq Ticket Parser Autofill app extracts data from tickets and automatically populates ticket fields with the information. That is useful for reporting, and also for enabling certain ticket automation use cases.

You can configure the Ticket Parser Autofill app workflows to extract information from the Ticket Subject and/or the Customer Messages. For example, you can configure the app to check if there is an Order Number in the ticket subject or comments and update a custom field in the ticket with that information.

In the workflows, you define how to extract the value. You can extract the value using a Pattern, a Regular Expression or using OpenAI's ChatGPT AI.

When the data that you need to extract is very well structured in the customer message (for example, it always starts with GB and is between 10-12 digits) you can use a pattern or Regular Expression rule to extract it. But in many cases, the data you want to extract is not structured (for example, the customer name, full address, model number) and so cannot always be captured using rules.
Using AI to perform the extract, OpenAI's ChatGPT can recognize this unstructured information and extract it so the Ticket Parser Autofill app can use it to update a ticket field.

To use OpenAI's ChatGPT in the Ticket Parser, you do not need a paid OpenAI account but you need to purchase a subscription to Ticket Parser that makes it available. Refer to Subscribing to Ticket Parser Autofill, Managing your Billing.

By configuring multiple Workflows, Ticket Parser Autofill can add information to multiple ticket fields. For example, one Workflow may set a Tag in the ticket and another Workflow can be set up to also add a Custom field.

Ticket Parser Autofill can be configured to extract values from either new or updated support tickets and update Tags, Comments or Custom Fields in the tickets.

Ticket Parser Autofill can also be used to change the Requester in a ticket. This can be used if you are receiving automated email notifications or alerts where the emails come from an email such as "noreply@example.domain.com" , "accounts@example.domain.com", or "support@example.domain.com". In these instances, the ticket would have been created in certain contexts, for example, when a customer submits a form, and the ticket would be generated with structured content. You can use the Email Address or the Phone Number to change the Requester. Where the Email Address or Phone Number exists for a Zendesk end-user, that name is added as the Requester. Where the Email Address does not exist, the Email itself is shown as the Requester and where the Phone Number does not exist the Requester shows as "Unknown".   

In this Article
Configuring the App and Setting up the Workflows
Installing the Ticket Parser Autofill App or Installing your Free 14-day Trial
Reports

Configuring the App and Setting up the Workflows

You configure the Ticket Parser Autofill Workflows with your own rules and according to your own requirements. For full details, refer to Configuring the Ticket Parser Autofill App and Setting up the Ticket Parser Autofill Workflows.

In each Workflow you select the following:

• The Parsing Rules with what to extract from text
  The Parsing Rules control what to extract values from the tickets. These define what the app is looking for in the ticket and, if found, extract the value to provide the output.
  You can extract values from the Ticket Subject, Ticket Description or from the Customer Messages of the tickets and you can extract the value using a Pattern, a Regular Expression or using OpenAI's ChatGPT AI.
  
  You can add additional rules for parsed values in the same Workflow. Where there is more than one rule, one of these has to match. The extracted value is taken from the first extract rule that matches in the sequence of rules.
  
  
• How to update the ticket with the extracted value
  This instructs the Workflow what to do with the output when updating the ticket. This can be set to add the output as a Tag, or set the value of a Custom Field. You can also add the output to the Comment as either an Internal Note or a Public Reply.  You can also extract the customer's Email Address from the Subject or comments to change the Requester in the ticket. 

Refer to the following articles which give examples of setting up Workflows for specific scenarios.

• Example Workflow - Extracting the Order Number using Parsing Rules for a Structured Value
• Example Workflow - Using AI to Extract an Order Date
• Example Workflow - Using AI to extract the Customer Name
• Example Workflow - Using AI to Extract the Customer Address

Installing the Ticket Parser Autofill App or Installing your Free 14-day Trial

• If you already have a subscription for Merge Duplicate Tickets, the subscription to the Ticket Parser Autofill app is included for free.
  
  
• If you do not have a subscription for Merge Duplicate Tickets, you can install a free 14-day Trial of the app. After the trial you can set up a subscription to the app.

For details on how to install the Ticket Parser Autofill app, refer to the articles in the section Installation for Swifteq Automation Apps.

Reports

You can display a summary of the tickets processed and the tickets updated by the Ticket Parser Autofill app. This allows you to understand how the app is performing. Refer to Reports for Ticket Parser Autofill.