Overview of Swifteq's Document Parser

The Swifteq Document Parser app is a tool that provides seamless ticket automation in Zendesk powered by OpenAI's ChatGPT. It allows you to extract all or relevant text from PDFs and images attached to tickets, and save it directly in dedicated ticket fields, or to add the extracted text as an Internal Note or as a Public Reply.

The app works in the background to cut down ticket handling times and optimize Workflows. 

A common use of Document Parser would be to convert attached images to text and add this as an Internal Note, or to save some parts of an attachment (for example, an Invoice number, Order number, or a Customer Address) and add this to a Custom Field in the ticket.

You configure the Workflows to your own needs so that Document Parser adds information to the ticket fields. The Workflows can be configured to add the information as an Internal Note, as a Public Reply or to update Custom Fields in the tickets.

In this Article
Configuring Workflows
Free 14-day Trial and Pricing Options
Summary of Installing, Creating an Account, Connecting and Configuring
Reports
 

Configuring Workflows

You configure the Document Parser Workflows with your own rules and according to your own requirements. For full details, refer to Configuring the Workflows for Document Parser and to the examples in the section Example Workflows and How Tickets are Updated by Document Parser.

In each Workflow you select and enter the following:

• The field(s) in the ticket from where you want to read the documents and images. This can be selected as one or more of Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note.
• The file extensions of the images or documents you want to parse. This can be file extensions for images (such as jpg, png, gif) or pdf for a PDF.
• You then set up the Parsing Rules. This includes a description of what you want to extract so AI can understand it. Document Parser uses ChatGPT to intelligently extract the text from the documents or images attached to your tickets. You can then extract all the text, or specific parts of the text, and add this to the tickets. This would be useful, for example, to extract all or part of the text of an attachment as an Internal Note so the support agent does not need to open the attachment, or to update a Custom Field in a ticket based on what the customer has attached to inform your support team of the reason for the contact.
• You then instruct the Workflow what to do with the relevant value that has been extracted and what to update in the ticket. You can select to Add an internal note, Add a public reply or Update a Custom Field. 

You can also set up additional Zendesk Triggers to direct tickets to the relevant groups or agents based on the Custom Field values. For example, a Custom Field can be used as a condition in a separate Trigger to assign the ticket to a given group or agent. The additional Trigger would be created separately in the Zendesk Admin Center, not by the Document Parser app.

Free 14-day Trial and Pricing Options

You can install a free 14-day trial of the Document Parser app. Refer to the articles in the section Installation for Swifteq Automation Apps.

There are then various pricing options for your subscription, according to the number of tickets you have in your Zendesk Support per month. Refer to Subscribing to Document Parser, Managing your Billing.

Summary of Installing, Creating an Account, Connecting and Configuring

1. Install the app
   From the Zendesk Marketplace, go to the Swifteq Document Parser App 
   and click Start Your FREE 14-day Trial.
   
   Then, from the Zendesk Marketplace > Apps > Document Parser page, click Install.
   Refer to Installing the Swifteq Automation Apps.
    
2. Create a Swifteq account, or Login
   From your Zendesk Agent Dashboard, open the Document Parser app from the sidebar. Then either create a Swifteq account or login in with your existing account.
   Refer to Creating an Account for the Swifteq Automation App.
    
3. Activate the Document Parser app 
   The first time the app is used, it needs to be activated to enable it on your account.
   Refer to Activating the Swifteq Automation in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
4. Connect and Authorize the Document Parser app to your Zendesk Support
   This authorizes the app to securely access your Zendesk account. 
   Refer to Connecting to Zendesk Support in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
5. Allow Swifteq permission to access your Zendesk account
   Swifteq then needs the permission to access your Zendesk account and read your Zendesk Support tickets.
   Refer to Allowing the Swifteq Automation App to Access your Zendesk Account in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
6. Configure and Enable the Workflows for the Document Parser app
   You set up the Workflows for your own requirements for Document Parser in the Configuration.
   Refer to Configuring the Workflows for Document Parser.
   
   Refer also to the section Example Workflows and How Tickets are Updated by Document Parser which give examples of setting up Workflows.
     
7. Enable Document Parser
   When you have set up and enabled your Workflows, enable the Document Parser app.
   Refer to Enabling the Document Parser App.

Reports

You can display a summary of the tickets processed and the tickets updated by the Document Parser app.

This allows you to understand how the app is performing. Refer to Reports for Document Parser.