Use OCR to extract data from files stored in Box and create tickets in Zendesk

■Overview

Do you find it time-consuming to review the contents of application forms and invoices uploaded to Box and manually enter them into Zendesk each time? Repetitive tasks like these not only take up valuable time but can also lead to human errors such as data entry mistakes. With this workflow, uploading a file to Box triggers AI-OCR to automatically read its contents and use the extracted information to create a Zendesk ticket, streamlining the manual ticket creation process.

■Who should use this template

• Teams that manually create Zendesk tickets based on documents received through Box
• Teams looking to eliminate data entry errors and missed responses when transferring information from documents
• Teams looking to speed up the initial response to customer inquiries and improve support quality

■Benefits of using this template

• Automate the process from uploading a file to Box to creating a Zendesk ticket, reducing the time previously spent on manual work.
• AI-OCR automatically transfers text information, helping prevent human errors such as manual transcription mistakes and missed details.

■Flowbot steps

1. First, connect Box and Zendesk to Yoom.
2. Next, select Box as the trigger, set the action to “When a file is uploaded to a folder,” and specify the target folder.
3. Then, set the Box “Download a file” action in the operation to retrieve the file uploaded by the trigger.
4. Next, set the AI feature’s “Read text from an image or PDF” action in the operation to extract text information from the downloaded file.
5. Finally, set Zendesk’s “Create a ticket” action in the operation and create a ticket containing the AI-extracted information in the subject and body.

※“Trigger”: An action that starts the flow. “Operation”: An action that performs processing within the flow after the trigger starts.

■Customize this workflow

• In the AI-OCR settings, you can choose the fields to extract—such as the company name, contact name, and inquiry details—based on the type of document being read.
• When creating a Zendesk ticket, you can freely insert information extracted by AI-OCR as variables into the subject, body, custom fields, and more.

■Notes

• Connect both Box and Zendesk to Yoom.
• The Zendesk integration and OCR AI operation are available only on the Team and Success Plans. On the Free and Mini Plans, the configured Flowbot operations will result in an error.
• Paid plans, including the Team and Success Plans, come with a two-week free trial. During the free trial, you can use apps and features (operations) that are otherwise restricted.
• The maximum downloadable file size is 300 MB. Depending on the app specifications, the limit may be less than 300 MB.
• For details on the file size limits supported by the trigger and each operation, see below.
  See details on supported file sizes

• OCR may not be able to read data containing more than 6,500 characters or text that is too small.