Zendesk delivers personalized Customer Support on AWS

Address the needs of your customers more quickly, more powerfully and more efficiently

When customers need help, Zendesk Support enables your organization to track and prioritize support tickets in real-time, in a very easy to use solution. Using Zendesk in concert with Amazon Connect, you are not only able to generate new tickets, and link directly to customer profiles, but also enable support agents to efficiently retrieve existing tickets and resolve them. The combination of Zendesk Support and Amazon Connect assists you in serving your customers faster and more effectively than ever before.

This solution is supported by optional consulting offers crafted AWS Partner Network (APN) Partners that have validated Amazon Connect capabilities.

zendesk-solutionlockup2-solutionspace
  • Learn
  • Launch
  • Work with an APN Partner
  • Purchase
  • Get help
  • Learn
  • Learn

    Solution highlight:

    • Provides direct access to Amazon Connect from your Zendesk Support account
    • Zendesk app generates tickets and displays them to the agent when new calls are answered, or when outbound follow-up calls are placed
    • Updates each ticket with additional details at the end of the call
    • Helps customers gain access to other complementary services that are built for Amazon Connect
    zendesk-amazon-connect-solution-diagram-solutionspace

    Key Features:

    • Embed a web-based softphone directly in Zendesk Support
    • Link the caller to a Zendesk Support end-user profile based on the caller’s phone number
    • Create new user profiles in Zendesk Support with the phone number of the caller if the user does not exist
    • Screen pop events (new Zendesk tabs) for inbound and outbound calls
    • Open an existing ticket for an agent, if the caller already has an ongoing support ticket open
    • Add a recoding to a Zendesk Support ticket with the ability to play or stop recording in Zendesk Support

    APN Partners with validated Amazon Connect capabilities deliver Contact Center implementations, integrate relevant AWS services, and accelerate the ramp-up of new users. This solution was developed in collaboration with Zendesk, an APN Advanced Technology Partner.

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners that include AWS co-investments. Click below for more information.

  • Launch
  • Launch

    The Amazon Connect Zendesk app, and the Amazon Connect CTI are available through Zendesk marketplace, enabling quick integration of Amazon Connect into your Zendesk workspace.

    Download Amazon Connect Zendesk app
    Download the Amazon Connect CTI

    Zendesk
  • Work with an APN Partner
  • Work with an APN Partner

    APN Partners offer consulting offers for Amazon Connect to help you quickly discover value from this solution. Follow these links to find more about these APN Partners and their consulting offers, and to request more information or support.

    APN-Logo_Color_380x186-SiteMerch_Editorial
  • Purchase
  • Purchase

    Zendesk Support is available as a free trial, or for purchase, on the Zendesk website.

    Zendesk
  • Get help
  • Get help

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

    icon-aws-credits-solutionspace
    AWS Credits
    icon-aws-talk-solutionspace

Learn more about Amazon Connect