How do I integrate Amazon Connect with Zendesk?

Last updated: 2019-10-10

I want to use Amazon Connect with Zendesk. How do I set that up?

Short Description

For this setup, you need:

Install and configure the Amazon Connect for Zendesk app in your Zendesk Support account, then integrate the app with Amazon Connect. After integration, you can create contact flows to use Amazon Connect with Zendesk ticketing.

For more information, see the Amazon Connect Zendesk Integration User Guide.

Resolution

Get your instance's login URL

  1. Open the Amazon Connect console.
  2. Under Instance Alias, choose your instance's alias.
  3. On the Overview pane, copy the Login URL for your instance. You'll need it later in this setup. The URL looks like this:
    https://domain.awsapps.com/connect/login

Install the Amazon Connect for Zendesk app

  1. Sign in to your Zendesk account.
  2. On the Amazon Connect app page of the Zendesk Marketplace website, choose Install.
  3. In the APP INSTALLATION dialog, confirm that your Zendesk account is selected, and then choose Install.
  4. In your Zendesk, under INSTALLATION, do the following:
    For Amazon Connect Directory Settings Login URL, paste the URL that you copied earlier.
    For Contact Flow attribute containing Zendesk Ticket Number, note that the value is "zendesk_ticket". You'll use this attribute value later in this setup.
    (Optional) Update the other settings depending on your contact center's location and your business' needs.
    Note: You can change these settings in your Zendesk at any time after installation.
  5. Choose Install.

Integrate Zendesk with Amazon Connect

  1. In the Amazon Connect console, in the left navigation pane, choose Application integration.
  2. On the Application integration pane, choose Add origin.
  3. In the Add origin dialog, under Enter origin URL, enter "https://115829.apps.zdusercontent.com".
  4. Choose Add.
  5. In the left navigation pane, choose Overview.
  6. On the Overview pane, choose Login as administrator.
  7. In your Zendesk, choose the Amazon Connect icon at the top right. The Amazon Connect Contact Control Panel (CCP) loads in Zendesk.

(Optional) Create a contact flow for Zendesk ticketing

Follow these steps to create an example contact flow. This contact flow prompts callers for input (such as an account number or ticket number). Then, the flow automatically generates a Zendesk ticket with the caller's information.

Create a contact flow

  1. In the Amazon Connect console, under Access URL, choose the access URL for your instance.
  2. Log in to your instance using the administrator account.
  3. In the left navigation bar, pause on Routing, and then choose Contact flows.
  4. Under Contact flows, choose a template, or choose Create contact flow to design a contact flow from scratch. For more information, see Create a New Contact Flow.
  5. In the contact flow designer, next to Save, choose the arrow icon, and then choose Save as.
    Note: This option saves your contact flow as a new version instead of overwriting the original, in case you need to use a template again later.
  6. In the Save as dialog, enter a New name and Description for your contact flow.
  7. Choose Save as.

Add a Store customer input block

  1. In the contact flow designer, choose Interact, and then drag and drop a Store customer input block onto the canvas.
  2. Choose the block title (Store customer input). The block's settings menu opens.
  3. Under Prompt, do the following:
    Choose Text to speech (Ad hoc).
    For Enter text, enter a message asking the customer for their input. For example, "Please enter a valid Zendesk ticket number followed by #." For more information, see Add Text-to-Speech.
  4. Under Customer input, do the following:
    Choose Custom.
    (Optional) For Maximum Digits, enter a maximum number of characters that callers can enter.
    (Optional) For Delay between entry, enter a number of seconds that callers have between entering each digit before timeout.
    For Encrypt entry (recommended), select the check box and configure encryption. For more information, see Encrypt Customer Input and Creating a secure IVR solution with Amazon Connect.
  5. Choose Save.

For more information, see Use Amazon Connect Contact Attributes.

Add a Set contact attributes block

  1. In the contact flow designer, choose Set, and then drag and drop a Set contact attributes block onto the canvas.
  2. Choose the block title (Set contact attributes). The block's settings menu opens.
  3. Under Attribute to save, choose Use attribute, and then do the following:
    For Destination key, enter "zendesk_ticket".
    For Type, choose System.
    For Attribute, choose Stored customer input.
  4. Choose Save.

For more information, see Use Amazon Connect Contact Attributes.

Set up call transfers

Add a Set working queue block and a Transfer to queue block. For more information, see Set Up Call Transfers.

Add a Disconnect / hang up block

From the contact flow designer, choose Terminate / Transfer, and then drag and drop a Disconnect / hang up block onto the canvas.

Connect the blocks

In the contact flow designer, drag the arrows from each block to the block that you want to perform the next action. All connectors must be connected to a block before you can publish the contact flow.

  • For each block, connect Start or Success to the next block in this order:
    Entry point > Store customer input > Set contact attributes > Set working queue > Transfer to queue
  • For each block, connect Error and At capacity to the Disconnect / hang up block.

Save and publish the contact flow

  1. Choose Save.
  2. In the Save flow dialog, choose Save.
  3. Choose Publish.
  4. In the Publish... dialog, choose Publish.

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