Automate Fax and Scan Processing in Zendesk

Use Case

In addition to common channels like email, phone, or social media, many companies still process faxes, scanned letters (WhiteMail), and traditional mail.

Typically, these documents are sent by scanners or multifunction printers as emails with a PDF attachment. In Zendesk, these emails appear with the actual content of the request hidden inside the attachment.

Solution

To address this, we have developed a Zendesk-compatible PDF processing solution offering the following features:

• Differentiation between machine-readable and image-based PDFs
• Recognition of handwritten text (OCR)
• Detection of paper orientation (e.g. upside-down scans)
• Automated processing of attachments
• Extraction and saving of scanned text as an internal comment in the ticket

Benefits

• Enables creation of triggers based on keywords found in attachments (e.g., “complaint”)
• No more manual opening of PDF files required
• Attachment content (e.g., customer numbers, order IDs) becomes searchable