Configuring the Ticket Parser Autofill App

When you have connected and authorized Ticket Parser Autofill, the Configuration page displays. Initially the Ticket Parser Autofill app is not enabled and there are no Workflows configured. You first need to set up the Workflows with the set of rules that tell the app how to extract the information in the ticket  and how to update the ticket fields with the extracted value.

For details of how to set up the Workflows refer to Setting up the Workflows. You can set up multiple Workflows with different criteria. Refer below to Setting up Additional Workflows. 

You can re-display the Configuration at any time from your Zendesk Agent Dashboard and make changes.

Only users with access to the Ticket Parser Autofill can access the Configuration Settings. For details, refer to Setting the Title and Access Restrictions in Installing the Swifteq Automation Apps and to Changing the Installation Settings.

In this Article
Setting up the Configuration
Adding a New Workflow
Setting up Additional Workflows
Enable or Disable Ticket Parser Autofill
Swifteq New Ticket or Updated Ticket Trigger

Setting up the Configuration

If the Configuration page is not already displayed, open the Ticket Parser Autofill app as follows. 

1. Login to Zendesk as a user who has access to the Ticket Parser Autofill app.
2. On the left-hand side of the Zendesk Agent Dashboard, click the Ticket Parser Autofill icon in the sidebar. 
   
   
   Or, from an open Swifteq app, click the Switch between Swifteq Zendesk Apps button in the top right menu and select the Ticket Parser Autofill app.
   
   

The Ticket Parser Autofill Configuration page displays. The following example is when the app is installed for the 14-day trial.

Adding a New Workflow

To add a Workflow, click New workflow.

The screen displays for you to enter the Workflow details.

For details of how to set up a Workflow, refer to Setting up the Workflows.

Setting up Additional Workflows

You can set up multiple Workflows. 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.

Enable or Disable Ticket Parser Autofill

The Ticket Parser Autofill app is initially disabled. We recommend that you review the Workflows and make any changes to the criteria, and then enable the app. 

Refer to Enabling the Ticket Parser Autofill App.

Swifteq New Ticket or Updated Ticket Trigger

The first time you apply changes to the Configuration, the Ticket Parser Autofill app sets up a trigger in your Zendesk Admin Center. The Trigger is named Swifteq New Ticket or Swifteq Updated Ticket as relevant and this controls what activates the app when a ticket has been created or updated. 

When the Trigger has been created, the Workflow in the Ticket Parser Autofill Configuration includes the View Trigger button. You can click this to display the relevant Trigger in your Zendesk Admin Center.

You can also open the Trigger directly from your Zendesk Admin Center.

You can make changes to the trigger and include additional settings and conditions that control which new or updated tickets are being handled by the app by changing the conditions of this trigger. Refer to Opening and Editing the Swifteq Trigger Created in your Zendesk Admin Center.