Configuring the Workflows for Document Parser

When you have connected and authorized Document Parser, the Configuration displays.

Initially the Document Parser app is not enabled. You first need to set up the Workflows for the app based on your requirements. Workflows are set up in the Configuration and you can re-display the Configuration Settings at any time from your Zendesk Agent Dashboard and make changes as needed.

When creating Workflows, it is recommended to create one Workflow that incorporates the same parsing rules. For example, create separate workflows for different categories, such as one for invoices and another for receipts.

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

For examples of specific scenarios and use cases, refer to the articles in the section Example Workflows and How Tickets are Updated by Document Parser.

In this Article
Setting up the Workflows
Getting Help with Setting up Workflows
Creating the Workflows for Document Parser
Workflow Name
Trigger
Read Documents and Images from the Following Fields
Parse Documents and Images with these File Extensions
Parsing Rules
    Parsing Rule to Extract All Text or to Extract Specific Text
        Parsing Rule to Extract All Text
        Parsing Rules to Extract Specific Text
    Where to Put the Extracted Value
        Add an Internal Note
        Add a Public Reply
        Update a Custom Field
Setting Up Additional Parsing Rules
Enabling the Workflow and Save
Opening and Editing the Trigger Created in your Zendesk Admin Center
Editing, Disabling or Deleting a Workflow
    Editing a Workflow    
    Disabling a Workflow
    Deleting a Workflow

Setting up the Workflows

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

1. Login to Zendesk as a user who has access to the Document Parser app.

2. From an open Swifteq app, click the Switch between Swifteq Zendesk Apps button in the top right menu and select Document Parser.
   
   

   The Document Parser Configuration displays. Initially there are no Workflows. The following image shows an example of when the app is in trial.
   
   

Getting Help with Setting up Workflows

If you need help setting up Workflows, you can reach out on the Swifteq live chat by clicking the following icon.

Or email at support@swifteq.com.

Creating the Workflows for Document Parser

1. From the Configuration page, click New Workflow. 
2. Enter the Workflow Name. Refer below to Workflow Name. Duplicate Workflow names are not allowed so use a unique name for each.
3. Select the Trigger. Refer below to Trigger.
4. Select the field(s) in the ticket where the documents or images will be extracted from. This can be selected as Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note. Refer below to Read Documents and Images from the Following Fields.
5. Select the File Extensions of the documents and images you want to parse. You can select pdf, and/or extensions for file formats for images. Refer below to Parse Documents and Images with these File Extensions.
6. Add the Parsing Rules. You can add as many Parsing Rules as required to the Workflow. In the Parsing Rule, you describe in plain English what to extract from the documents and images and one of the Parsing Rules can be set in a Workflow to select all the text. Each Parsing Rule can be set to Add an internal note, Add a public reply or Update a custom field. Refer below to Parsing Rules.
7. Enable the Workflow and Save it. Refer below to Enabling the Workflow and Save.
8. If relevant, edit the Swifteq Trigger in your Zendesk Admin Center. Refer to Opening and Editing the Swifteq Trigger Created for Document Parser in your Zendesk Admin Center.

Workflow Name

Enter a Name for the Workflow. The Name shows on the Configuration page.

If you create a new Zendesk Trigger from the Workflow, the Workflow Name is also added to the name of the Trigger that is created. Refer below to Trigger and to Opening and Editing the Swifteq Trigger Created for Document Parser in your Zendesk Admin Center.

You can enter up to 64 characters. If many characters are added, at the moment, this will scroll in the Workflow configuration but will wrap on the Configuration page.

Trigger

Document Parser integrates with Zendesk Triggers.

You can create new Triggers from the Document Parser app by selecting one of the following:

• When a ticket is created (new trigger)
• When a ticket is updated (new trigger)

The first time you add a Workflow and select a Trigger, it shows as (new trigger). The new Zendesk trigger will be created automatically when you save the Workflow. 

When you have created a new trigger, and when creating other Workflows, any Triggers created from Document Parser also show for selection in the Trigger field. These show as Swifteq New Ticket, or Swifteq Updated Ticket followed by the name of the Workflow in which the Trigger was created.

When setting up the Workflows, you can only select to add a new Trigger, or select a Trigger that has been created through the Document Parser app. 

As you set up additional Workflows, you can select to create new Triggers.

Or

You can select an existing Swifteq Trigger. This allows different actions to be executed on the same ticket event which can be more efficient. It is recommended that, where possible, you use one of the Triggers that has already been created. 

When a Trigger has been created through the Document Parser app, you can make changes to it from your Zendesk Admin Center. You can change the conditions or filters in the Trigger.

Instead of creating separate workflows for when a ticket is created or when a ticket is updated, you can edit the conditions of the "ticket created" trigger to fire either when a ticket is created or when it is updated. This will allow for the case, for example, if an attachment is received after the agent requests it so it will be received when the ticket is updated. Also, for messaging tickets, an attachment would only be sent for the second or later comment so, to allow for this, the trigger needs to be changed so that it fires when the ticket is updated. 

It is important to also add a filter to the trigger conditions to ensure the event only fires when the ticket includes at least one attachment. 

Refer to Opening and Editing the Swifteq Trigger Created for Document Parser in your Zendesk Admin Center.

In terms of the pricing of the Document Parser app, billing is based specifically on tickets where an attachment was processed and analyzed with AI, rather than on every ticket sent to the app.

Read Documents and Images from the Following Fields

Select the fields in the ticket where you want Document Parser to read the documents and images from. This can be selected as one or more of Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note. 

When selecting more than one field, Document Parser checks in all the fields selected to read the documents and images from, not just in the last reply.

Parse Documents and Images with these File Extensions

Next, select the File Extensions of the documents and images you want to parse. You can select pdf, and/or extensions for file formats for images. 

There is a default set of file extensions and you can include as many file extensions as relevant for the Workflow. 

You can deselect an extension from a Workflow by clicking the x next to it.

Parsing Rules

In the Parsing Rules, you define how to parse documents and images and where to save the output.

You can add as many Parsing Rules as required to the Workflow. Each Parsing Rule can be set to Add an internal note, Add a public reply or Update a custom field.

• Ensure that you do not have Parsing Rules that are for overlapping subjects (such as a rule to extract an invoice number and a rule to extract an invoice ID). If the subject could overlap, make sure the Description of each rule clearly defines how they are different so the AI knows how to extract the value. 
• If there are conflicts (such as two rules that update the same field) the value from the last rule is used. 
• Is there is more than one rule that add an Internal Note or Public Reply, all the rules are used, so there may be more than one Internal Note or Public Reply.
• When setting up a rule to Update a custom field, and you select a Custom Field that is a Drop-down or Multi-select, this will also automatically add a tag to the ticket. This is the tag that is set up for the Custom Field in your Zendesk Admin Center. As a default, it adds the selected value for Custom Field with the value in lowercase with any spaces replaced by an underscore (_).

Parsing Rule to Extract All Text or to Extract Specific Text

You can extract all the text from the attachments, or enter a description in order to extract specific text. 

Parsing Rule to Extract All Text

You can leave one of the Parsing Rules with the description empty. This will extract all the text in the documents or images. This automatically names the rule as Extract all text. You can only have one Parsing Rule with the description empty in a Workflow.

Parsing Rules to Extract Specific Text

In the Parsing Rule, enter a Description for the Parsing Rule to describe what to extract from the documents or images. This is the ChatGPT prompt to tell ChatGPT what to look for. Enter this using plain English to describe what you want ChatGPT to analyze in the documents or images. Be as specific as you can and also give an example of the value.

The first 50 characters of the description is automatically added as the name to identify the Parsing Rule.

The following are some notes about how to enter a Description for the Parsing Rules.

• The text entered in the Description depends on the type and structure of the document or image you would expect to receive. For example, if you know the invoice that you expect has a field called "Customer ID" above the table of invoice items, you might say for example, 
  The "Invoice ID" field is above the table that includes the items on the invoice and below the company name.
   
• Describe what the value looks like and where possible give an example of what you want to extract, for example,
  The Invoice Number starts with FO followed by 5 numbers, for example FO 12345. 
   
• If you want to use only the extracted value in a Custom Field, add an instruction to only extract the value without any additional text, for example,  
  Extract only the Invoice number without any additional text
   
• If you want to add the extracted text to an Internal Note, this is not needed as a description of the extract is added automatically, for example,
  The invoice number is FO 12345
   
• When extracting a value that will be added to a Date Custom Field, this type of Custom Field accepts values in the format Mmmm dd, YYYY, for example February 01, 2026. When you add the description, you can specify the format of the value to extract and add instructions to change this to the format needed for the Custom Field. For example, 
  
  The invoice number is in the format dd/mm/yyyyy, for example 01/02/2026. Extract the date and change the format to Mmmm dd, YYYY, for example February 01, 2026. 
   
• When extracting a value that will be added to a Multi-select Custom Field, currently, this will be treated as a Drop-down Custom Field. Document Parser does not concatenate results for a Multi-select Custom Field. For example, if you set up more than one Workflow to select more than one value for a Multi-select Custom Field, only the last value extracted will be updated to the Custom Field.  

Where to Put the Extracted Value

Select how to update the Zendesk ticket with the extracted value. You can select:

• Add an internal note
• Add a public reply 
  or
• Update a Custom Field. 

Add an Internal Note

The extracted text is added as an Internal Note in the ticket.

Add a Public Reply

The extracted text is added as a Public Reply and this is automatically sent to the customer. The text is prefixed with "We have received the following attachment from you."

Update a Custom Field

• Select Update a custom field. 

• Select the Custom Field from the drop-down list. You can select a Custom Field that is one of the following types:

  Date
  Decimal
  Drop-down
  Drop-down that is a sub category
  Multi-line
  Multi-select
  Numeric
  Text

Ensure that the Zendesk Custom Field has been set up to accept the output that will be updated. For example, if the value from ChatGPT is alphanumeric, ensure the Custom Field will accept an alphanumeric value and not just a numeric value.

For a Custom Field that does not have pre-defined values, the extracted text is added as the value for the Custom Field.

Drop-down and Multi-select Custom Fields have pre-defined values and the output from the extraction needs to match one of the pre-defined values for the Custom Field.  If you select a Drop-down or Multi-select Custom Field, the following message displays as a reminder:

 "The output from the extraction needs to match one of the tag values for the ticket field"

Setting Up Additional Parsing Rules

 You can set up as many Parsing Rules as relevant for the Workflow.

When creating Workflows, it is recommended to create one Workflow that incorporates the same parsing rules. For example, create separate workflows for different categories, such as one for invoices and another for receipts.

Enabling the Workflow and Save

When you have set up the configuration, enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.

The Configuration displays and includes the saved Workflow. A Workflow that is Enabled shows with a green dot.

You can click on it to open and edit it at any time from here.

Opening and Editing the Trigger Created in your Zendesk Admin Center

For the Trigger in the Workflow, if you selected When a ticket is created (new trigger) or When a ticket is updated (new trigger) a new trigger named Swifteq New Ticket is created in your Zendesk Admin Center. The name of the Trigger also shows the Workflow that it was created from, for example, Swifteq New Ticket - Extract all text from attachments.  

If you have selected an existing Trigger, this will show the name of the Workflow in which it was initially created.

• It is recommended that you edit the conditions of the "ticket created" trigger to fire either when a ticket is created or when it is updated. This saves having to create separate workflows for when a ticket is created and when a ticket is updated, This will allow for the case, for example, if an attachment is received after the agent requests it so it will be received when the ticket is updated. Also, for messaging tickets, an attachment would only be sent for the second or later comment, so, to allow for this, the trigger to be changed so that it fires when the ticket is updated. 
• It is important to also add a filter to the trigger conditions to ensure the event only fires when the ticket includes at least one attachment. 

You can make changes to the Triggers created from the Document Parser app from your Zendesk Admin Center. You can also open the Trigger when editing the Workflow by clicking View Trigger.

Refer to Opening and Editing the Swifteq Trigger Created for Document Parser in your Zendesk Admin Center.

Editing, Disabling or Deleting a Workflow

When you have saved a Workflow, it is included in the Configuration for Document Parser. You can open the Workflow from the Configuration to edit or disable it, and you can delete a Workflow from the Configuration.

Editing a Workflow

You can open a Workflow and edit it by clicking the Name in the Configuration, or click the vertical ellipsis and select Edit. 

Disabling a Workflow

If you want to temporarily disable a Workflow, open it from the Configuration and click the Enable/Disable toggle. 

Then click Save.

The Workflow that is Disabled shows on the Configuration with a grey dot.

Deleting a Workflow

To permanently delete a Workflow, on the Configuration, click the vertical ellipsis and select Delete. 

You are prompted to confirm the delete.