Scan Barcode to create a new Zendesk ticket

Have you ever wondered how you can automatically create a new Zendesk ticket by scanning a barcode?

In the past, we have implemented various use cases where a barcode identifies a specific item (e.g., a warranty card or a label on a product where an issue occurs during production). Based on this, a new ticket is created automatically. The ticket includes a unique ID, allowing your agents to clearly identify which exact item the ticket was created for.

Example: This is how you can submit a warranty claim – simply scan the barcode and send it directly via Zendesk.

Solution options

• We can provide a mobile app for iOS and Android that allows you to scan barcodes. The scan directly triggers the creation of a new Zendesk ticket. During ticket creation, additional information can be collected to support further processing.

• If the barcode contains the relevant number, it is also possible to extract it directly from images within Zendesk using the Knots OCR/PDF/Image Converter together with the Knots Parsing Service.
   

Alternatives

Depending on your use case, it may also make sense to use RFID tags or QR codes instead of barcodes. The advantage is that you can store URLs, allowing smartphones or tablets to trigger actions automatically.

For example, scanning a QR code or RFID tag can redirect the requester directly to a Zendesk Guide form to create a new ticket.

Links

• Marketplace App - Knots OCR/PDF/Image converter
• Marketplace App - Knots Parsing

Would you like to explore how barcode-based ticket creation can be implemented in your Zendesk setup? Contact us or book a meeting to discuss your specific use case.