Search for Attachment content in Zendesk

Goal

You would like to search for attachment content directly within Zendesk. The standard search functionality of Zendesk is not capable of searching in Attachments.

Solution

• There is a Zendesk App (OCR Converter by Knots) which enables you to convert the content of attachments like PDFs, JPGs, PNGs into Text as an internal note.
• Once the content is available in an internal comment within the ticket the standard Zendesk search will show results out-of-the-box - no need to chance the search-functionality here

Use cases 

• Client sends a PDF containing a specific business related number/ID (Order Number, Customer Number, serial number, article number...) 
  • You would like to search all tickets containing this ID
  • Tipp: Using the Knots Parsing App all of these IDs can also directly be stored in separate Ticket fields