Process DOCX

Automatically extract and use data from DOCX files

Almost every business deals with MS Word documents (DOCX), but Zendesk has no native way to process them. When customers attach Microsoft Word documents, agents must download them, open them manually, and copy-paste information into Zendesk or other systems, making information retrieval slow and inefficient.

Process DOCX eliminates this manual effort by automatically extracting content from Microsoft Word files – from written and formatted text to images and tables. The extracted information is added to the ticket and can be used to automatically update ticket fields, trigger other automation workflows, or integrate with third-party systems.

💡 Good to know: All knots solutions are designed with the highest data security in mind: We are GDPR and HIPAA compliant and NEVER store customer data.

Key Features

• Extract MS Word document data: Read, analyze, structure and process DOCX files automatically.
• Automate ticket updates: Populate Zendesk ticket fields with extracted data from text or tables.
• Make Word documents searchable: Index DOCX file contents so agents can find relevant information using Zendesk's native search.
• Sync with third-party systems: Ensure consistent data across platforms by automatically updating external databases.
• Syncchronize with legacy systems: Process MS Word attachments received via email to bridge the gap between disconnected systems.

Built to handle common Word document challenges

• Also works with unstructured text in MS Word documents

• Handles files with mixed content like tables, images, and paragraphs

• Adapts to different document layouts and formatting

• Maintains high data accuracy during extraction and conversion

Real-world applications

• Customer support: Extract key details from complaint letters, contracts, or support documents
• Finance & accounting: Automate invoice processing by pulling payment details
• Legal & compliance: Extract and structure contract clauses or case details
• HR & employee management: Process job applications, resumes, or onboarding documents sent as Word files.
• Survey & feedback processing: Extract structured data from DOCX survey reports to trigger automated workflows.
• Medical & insurance claims: Process doctor's notes or claim forms and transfer the data into structured records.

Technical capabilities

• Works with MS Word DOCX formats.

• Extracts and structures unstructured data to enrich the ticket: text, tables, images, and other content.

• Updates any system with an API (CRM, ERP, etc.)

Perfect additions

• Use it with OCR for Zendesk to extract data from images as well.
• Use AI Autofill to automatically populate ticket fields.

🔗 Bridging the gap with legacy systems

Many businesses rely on legacy systems that aren't integrated via API. With Process DOCX, these systems can now send emails with Microsoft Word DOCX attachments. The app automatically extracts and structures the data, making it available for Zendesk workflows and external automations – ensuring systems stay synchronized and no information gets lost.

Getting started

1. Get the app and start your free 14-day trial.

2. Adapt it to your needs: Choose how to use your MS Word data.

3. See the difference it makes to your speed and workload!