Knots

At Knots, we build apps, workflow templates and managed automations that turn information in tickets, attachments and connected systems into data that you can use directly in Zendesk. Our solutions process documents, exchange data with ERP and CRM platforms, shipping providers and other systems, and automate multi-step processes, so your team can spend more of its time helping customers.

Knots is a managed automation provider, meaning we build, run and maintain automations for you. Depending on your use case, you can install a ready-made app, start with a template in Knots Flow or let us build and manage the solution for you.

All our solutions are based on real-life challenges we have regularly encountered and solved in our customers’ day-to-day operations.

What we take care of for you

Turn documents into structured data. OCR and parsing for PDFs, scanned images, Excel, CSV and DOCX files. Invoices, order confirmations, warranty claims and forms are read on arrival, and the relevant information is written into ticket fields before an agent even opens the ticket.

Connect Zendesk to your systems. Exchange order, customer, shipping and case data with your ERP, CRM, shipping providers and other systems through their APIs. Information can be pulled into the ticket when it is needed; updates will be sent back as the process continues.

Put the information to work. Once the relevant data is available in Zendesk, triggers, views, routing rules, SLAs and reporting can work best, without agents having to enter the same information twice.

Build and combine workflows. Install ready-made apps, start with templates in Knots Flow or combine individual steps into your very own multi-stage workflow. Knots apps can also handle specific processes such as merging duplicate and related tickets, exporting and archiving tickets, redacting sensitive information or applying attachment-retention rules.

Is this for you?

Do your customers send important information as attachments rather than through form fields?

Does answering routine questions require information from a system outside Zendesk?

Do your agents have to enter data that already exists in documents or other systems?

Do you often need to connect ticket data with internal or third-party systems?

If this sounds familiar, Knots can reduce your team’s workload as well as your costs.

Results we see

"25% of our email work is now solved through automation – it doesn't require a person to even touch the emails. Mail that used to take three days now takes 10 minutes. It's really allowed us to scale up a lot."

— Nancy, Director of Customer Service Operations, Liberty Debt Relief

Teams using Knots report 3x faster resolution across the processes we automate and up to 40% cost reduction through efficiency gains and resource optimisation. Some examples: thyssenkrupp Rasselstein connected Zendesk with SAP, eliminating manual data entry across thousands of tickets. Leitz automated data flows between Zendesk and monday.com.

How we work

Every app and template in our catalogue is based on challenges we have encountered (and solved) in different support teams. If you have a unique process you would like to automate, let’s talk it through! Together we can determine whether we already have an app or template that fits your needs or whether we can build it.

Just book a call to discuss your use case or get help setting up an app.

Security

Knots is currently undergoing SOC 2 Type II certification. We can provide a DPA and data-handling documentation, walk your team through our data practices or sign an NDA before a technical discussion.

See it in your own tickets

Every Knots app comes with a 14-day free trial. Install a Knots app from the Zendesk Marketplace and see how it performs, or book a call to start by discussing your use case. knots.io