ZenBriefr Documentation

Knowledge base for setup, workflows, attachments & OCR, security, and more.

Zendesk App Framework v2 Hosted App AI Summaries OCR & Previews

Agent Guide

  1. Choose a summary type (Status, Handoff, Customer Response, Management).
  2. Click Generate Summary. A structured brief is created.
  3. Insert to Comment (internal note preferred) or Copy.
  1. Open Attachments and switch between Screenshots and Files.
  2. Click any item to open the viewer. Images support zoom/pan; PDFs/text/HTML/media preview inline.
  3. Unsupported types show a fallback with a safe download link.
  1. In the viewer, choose OCR to extract readable text from the image.
  2. Copy results or Insert into the ticket (internal note suggested).
  3. OCR can populate Visual Evidence inside summaries.