Example Workflow - Extract all the text from an Attachment as an Internal Note and Extract Invoice Information as Custom Fields

In this example, two Workflows are set up for Document Parser to do the following:

• One Workflow extracts all the text from any attachments and adds this as an Internal Note.
• Another Workflow extracts information about an Invoice and adds this as Custom Field.
• Both Workflows are set up to fire when a new ticket is either created or updated

For general information on setting up Workflows, refer to Configuring the Workflows for Document Parser.

In this Article
Creating the Workflow
Name and Trigger
Read Documents and Images from the following Fields
Parse Documents and Images with these File Extensions
Parsing Rules
Save the Workflow
Opening and Editing the Trigger Created for Document Parser in your Zendesk Admin Center
Enable the Workflow and Save
Create another Workflow to Extract Invoice Information
How the Workflows Extract the Information from an Attachment
 

Creating the Workflow

The following is a summary of how to set up the Workflow for this example.

Name and Trigger

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. 

For this example, select Last Customer Comment.

Parse Documents and Images with these File Extensions

For this example, we will select all file extensions.

Parsing Rules

Save the Workflow

Save it by clicking Save. 

The Configuration displays and includes the saved Workflow.

Before enabling the Workflow, for this example, we will make some changes to the trigger that was created for this Workflow.  

Opening and Editing the Trigger Created for Document Parser in your Zendesk Admin Center

We will change the trigger that was created for this Workflow so that:

The trigger is activated either when a ticket is Created OR Updated. 

The trigger is activated only when the ticket includes at least one attachment. 

1. Open the Workflow and edit it by clicking the Name in the Configuration, or click the vertical ellipsis and select Edit. 
   
   When editing the Workflow, this shows the Trigger, for this example, Swifteq New Ticket - Extract All Text.
    
2. Click View Trigger to open it in your Zendesk Admin Center.
   
   
3. Make the following changes

• In the Meet ANY of the following conditions section remove the initial condition 
  Ticket > Ticket    is Created 
   
• In the Meet ANY of the following conditions section add two conditions for 
  Ticket > Ticket    is    Created 
  Ticket > Ticket    is    Updated
   
• In the Meet ANY of the following conditions section add a condition for 
  Ticket > Attachment    is    Present

Enable the Workflow and Save

Once the changes to the Trigger have been made, open the Workflow again and enable it by clicking the Enable/Disable toggle.

Save it by clicking Save. 

Create another Workflow to Extract Invoice Information

In this Workflow, parts of the attachment are extracted in order to update relevant Custom Fields. 

When updating Custom fields, ensure that the Custom Field has been set up in Zendesk 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.

Name	Enter the Name, for example, Extract Invoice Information.
Trigger	You can select the Zendesk Trigger created for the previous Workflow. This Trigger is already set up for when a ticket is either created or updated and to be activated only when the ticket includes at least one attachment.  Select Swifteq New Ticket - Extract All Text.
Read Documents and Images from the following Fields	For this example, select Last Customer Comment.
Parse Documents and Images with these File Extensions	For this example, select all file extensions.
Add a New Parsing Rule	Click New.
Description	Extract the invoice number from the attachment. The invoice number is at the top of the invoice under the customer address and under the order number and above the table with the invoice details.  The invoice number starts with FO followed by 5 numbers, for example FO 12345. Extract the invoice number only from the first page of the invoice. Extract only the Invoice number without any additional text.
Name	The Name of the Parsing Rule is automatically added as  Extract the invoice number from the attachment. Th...
Where to put the value extracted	Select Update a Custom Field Select Invoice Number
Add another Parsing Rule	Click New.
Description	Extract the invoice date from the attachment. The invoice date is at the top of the invoice under the Invoice Number  and above the table with the invoice details.  The invoice number is in the format Mmmm dd, YYYY, for example February 01, 2026. Extract only the Invoice date without any additional text. Note that 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."
Name	The Name of the Parsing Rule is automatically added as  Extract the invoice date from the attachment. The ...
Where to put the value extracted	Select Update a Custom Field Select Invoice Date
Enable the Workflow and Save	Click the Enable/Disable toggle and save by clicking Save.

How the Workflows Extract the Information from an Attachment

The following is an example of how these two Workflows extract the text and add it as an Internal Note and update the Custom Fields.

This is an example of the email that is sent by the customer.

The email arrives and creates a ticket.

The Workflows trigger and, based on the text in the attachment, the following are actioned:

When the Workflow Extract All Text triggers:

• The text in the attachment is extracted and added as an Internal Note.

When the Workflow Extract Invoice Information triggers:

• The invoice number in the attachment is extracted and updated to the Custom Field Invoice Number.
• The invoice date in the attachment is extracted and updated to the Custom Field Invoice Date.