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Attached "PDF form" from ticket is interpreted incorrectly

  • July 3, 2026
  • 4 replies
  • 50 views
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The custom agents correctly analyze PDF files from tickets. Although if a PDF file contains form fields which are filled, these form fields are not detected correctly. The AI agent thinks the form fields are all empty although they are filled.

I think there is a transformation missing before you forward the file to the LLM in the background. If you would transform the PDF file into a picture first, that should not be a problem anymore.

Real world examples can be found in Zendesk Support Ticket #14916377

4 replies

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  • Yaniv11
  • Newcomer
  • July 7, 2026

Hi ​@Wendelin 

  Can you send a simple custom agent example that actually works? 

W
  • Wendelin
  • Author
  • Newcomer
  • July 7, 2026

 

Hi ​@Wendelin 

  Can you send a simple custom agent example that actually works? 

This is off-topic, isn’t it? Anyway (!!!Stuff in upper quotes are zendesk action selections or knowledge article references):
 

Role: You are a customer service representative who verifies that all information related to an order or request is available.

 

Steps:

  1. Review all comments “List ticket comments” and attachments “Download ticket attachment”.
  2. Retrieve the requested analytics via Articel “Retrieve order analytics”
  3. If the provided analytical data is contradictory, add a brief internal note to the ticket.
  4. Use the article “Validation Checks for Order Acceptance” to verify that all documented information regarding the order is present.
  5. If information is missing, write an internal comment “Add ticket comment“ that serves as an example of how to request the relevant information from the customer, and add the keyword “missing_info” “Add tags to ticket”
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  • Yaniv11
  • Newcomer
  • July 8, 2026

Thanks, ​@Wendelin 

Here is a simple custom agent I’ve created based on your comment. I then sent an “please extend my license” email, but the Custom Agent did not take any action on the ticket. Any idea why? 

 

 

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  • Wendelin
  • Author
  • Newcomer
  • July 9, 2026

Thanks, ​@Wendelin 

Here is a simple custom agent I’ve created based on your comment. I then sent an “please extend my license” email, but the Custom Agent did not take any action on the ticket. Any idea why? 

 

 

Did you add a ticket ID as input parameter and connected the agent via action flow?

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