Scan Barcode to create a new Zendesk ticket

Did you ever think how it could be done to create a new Zendesk Ticket by scanning a barcode?

We have solved some use cases in the past where a barcode identifies an asset (this could be an document like a warranty card, a label on a product where an issue occurs during production etc.), for which a new ticket should be created. The ticket itself should contain a unique ID, so the agents can easily see for which exact asset this ticket has been created for.

Solution options

• We can provide an mobile App for iOS, Android which is able to scan Barcodes - the action results in a new Zendesk Ticket, most likely asking for additional information on what's the issue with this asset/product
• If the barcode contains the number underneath the barcode itself it's also possible to parse images directly in Zendesk with the help of the Knots OCR/PDF/Image converter + the Knots Parsing service

Alternatives

Depending on the use case it could be also a way to use RFID tags or QR codes on the assets, rather than barcodes. The advantage of using RFID or QR code is that you can specify URLs here and every smartphone or tablet is able to fire an action by default.

QR or RFID scan 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

Feel free to contact us to learn more. We are always happy to help and understand your exact use case.