Local Measure Resource Center

To effectively use Zendesk Contact Center, you will need to connect the Customer profiles in Amazon Connect and Contact Center to your customer profiles in Zendesk. To do this you will need to set up an OAuth client in Zendesk Admin, and then set up a Data Source integration between Amazon Connect and Zendesk from the AWS Console. Here follows the detailed steps you will need to follow.

OAuth Client in Zendesk

The Amazon Connect / Zendesk connector uses OAuth for authentication and requires that OAuth credentials be configured in Zendesk.

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The steps to configure OAuth credentials in Zendesk are:

1. Navigate to Admin Center -> Apps and Integrations -> APIs -> Zendesk API

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2. Select the ‘OAuth clients’ tab

3. Click ‘Add OAuth client’

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4. Update the following fields:

| Field | Example | |---|---| | Client Name | E.g. Connect Customer Profiles | | Description | E.g. Used by Amazon Connect to sync customer profiles | | Company | E.g. name of partner or client | | Unique identifier | This should prefill when the Client Name has been specified. This must preferably be all lower case and no spaces. | | Client kind | **Must be Confidential** | | Redirect URLs | These are listed in Amazon Connect when you create the connection. This can be added while setting up the Customer Profiles connector in Amazon Connect. |

5. Click Save

[.callout-primary--alert]Important: Copy the Client Secret immediately after saving - you won’t be able to retrieve it again.[.callout-primary--alert]

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Amazon Connect Customer Profiles Connector

AWS provides an out-of-the-box connector for Customer Profiles, and more information can be found in the AWS documentation here.

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[.callout-primary--alert-message]Prerequisite: In order to set this up, your Customer Profiles domain MUST be encrypted using a CMK. If you have an existing Zendesk Contact Center or Local Measure Engage CloudFormation stack implemented, changing the encryption to CMK requires that you HAVE to upgrade the Contact Center or Engage stack immediately after as changing the encryption to CMK will break the existing Customer Profiles functionality.[.callout-primary--alert-message]

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1. Log into the AWS console and navigate to Connect -> Your instance -> Customer Profiles.

2. Under ‘Data source integrations’ click ‘Add data source integration’.

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3. Select ‘Zendesk’ as the Data source, ‘users’ as the Source object and select ‘Create new connection’
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[.callout-primary--info]Note: This is where the URLs are displayed in the blue text block which is required for creating the Zendesk OAuth credentials. The first two URLs are for us-east-1 region only, and the last two URLs are for all other regions. The capitalized "REGION" text in the URLs need to be replaced with the region of your instance.[.callout-primary--info]

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Fill in the details as below:

| Field | Content | |---|---| | Instance URL | The URL of your Zendesk Instance. | | Client ID | ‘Unique identifier’ field in Zendesk OAuth settings. | | Client Secret | As copied at the end of the OAuth setup. | | Connection Name | A name for the instance. | | Ingestion start date | Specify a sensible start date for ingestion. |

[.callout-primary--info]Only records created or changed after this date in Zendesk will be imported.[.callout-primary--info]

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Troubleshooting Tips

If the connection fails check the following:

Have the redirect URLs been correctly set in Zendesk under the OAuth settings? Keep in mind that the URLs are different between us-east-1 and any other region. Has the correct region been filled in for non-us-east-1 instances?
Has the ‘Client kind’ been set to ‘Confidential’ in Zendesk under the OAuth settings?
Has the Client ID correctly been set to the ‘Unique identifier’ (NOT the client name) field from the OAth config?
When asked how data should be mapped, select to use the mapping provided by the connector. There is no point in creating a custom map as Zendesk ‘user fields’ cannot be mapped. The out-of-the-box mapping maps all sensible fields.
Finalise the process as per normal. By default, this connector syncs every 5 minutes.

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