Amazon Q BusinessZendesk data source connector field mappings

To improve retrieved results and customize the end user chat experience, Amazon Q Business enables you to map document attributes from your data sources to fields in your Amazon Q index.

Amazon Q offers two kinds of attributes to map to index fields:

• Reserved or default – Reserved attributes are based on document attributes that commonly occur in most data. You can use reserved attributes to map commonly occurring document attributes in your data source to Amazon Q index fields.

• Custom – You can create custom attributes to map document attributes that are unique to your data to Amazon Q index fields.

When you connect Amazon Q to a data source, Amazon Q automatically maps specific data source document attributes to fields within an Amazon Q index. If a document attribute in your data source doesn't have a attribute mapping already available, or if you want to map additional document attributes to index fields, use the custom field mappings to specify how a data source attribute maps to an Amazon Q index field. You create field mappings by editing your data source after your application and retriever are created.

To learn more about document attributes and how they work in Amazon Q, see Document attributes and types in Amazon Q.

Important

Filtering using document attributes in chat is only supported through the API.

The Amazon Q Zendesk connector supports the following entities and the associated reserved and custom attributes.

Tickets

Amazon Q supports crawling Zendesk Tickets and offers the following ticket field mappings.

Zendesk field name	Index field name	Description	Data type
ticketChannel	zd-channel	Custom	String
category	_category	Default	String
authors	_authors	Default	String list
assignee	zd_assignee	Custom	String
tags	zd_tags	Custom	String list
status	zd_status	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
organizationName	zd_organization_name	Custom	String

Ticket comments

Amazon Q supports crawling Zendesk Ticket Comments and offers the following ticket comment field mappings.

Zendesk field name	Index field name	Description	Data type
category	_category	Default	String
authors	_authors	Default	String list
status	zd_status	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
organizationName	zd_organization_name	Custom	String

Ticket comment attachment

Amazon Q supports crawling Zendesk Ticket Comment Attachments and offers the following ticket comment attachment field mappings.

Zendesk field name	Index field name	Description	Data type
category	_category	Default	String
authors	_authors	Default	String list
status	zd_status	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
organizationName	zd_organization_name	Custom	String

Article

Amazon Q supports crawling Zendesk Articles and offers the following article field mappings.

Zendesk field name	Index field name	Description	Data type
authors	_authors	Default	String list
labels	zd_article_labels	Custom	String list
section	zd_article_section	Custom	String list
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date

Article comment

Amazon Q supports crawling Zendesk Article Comments and offers the following article comment field mappings.

Zendesk field name	Index field name	Description	Data type
authors	_authors	Default	String list
labels	zd_article_labels	Custom	String list
section	zd_article_section	Custom	String list
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date

Article comment attachment

Amazon Q supports crawling Zendesk Article Comment Attachments and offers the following article comment attachment field mappings.

Zendesk field name	Index field name	Description	Data type
authors	_authors	Default	String list
labels	zd_article_labels	Custom	String list
fileName	zd_file_name	Custom	String
fileType	_file_type	Default	String
fileSize	zd_file_size	Custom	Long (numeric)
section	zd_article_section	Custom	String list
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date

Community topic

Amazon Q supports crawling Zendesk Community Topics and offers the following community topic field mappings.

Zendesk field name	Index field name	Description	Data type
topicName	zd_topic_name	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
category	_category	Default	String

Community post

Amazon Q supports crawling Zendesk Community Posts and offers the following community post field mappings.

Zendesk field name	Index field name	Description	Data type
postName	zd_post_name	Custom	String
topicName	zd_topic_name	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
category	_category	Default	String

Community post comment

Amazon Q supports crawling Zendesk Community Post Comments and offers the following community post comment field mappings.

Zendesk field name	Index field name	Description	Data type
postName	zd_post_name	Custom	String
topicName	zd_topic_name	Custom	String
sourceUrl	_source_uri	Default	String
createdAt	_created_at	Default	Date
updatedAt	_last_updated_at	Default	Date
category	_category	Default	String