Mapping Zendesk objects to the standard case - Amazon Connect

Mapping Zendesk objects to the standard case

This topic lists which fields in Zendesk objects map to fields in the standard case in Customer Profiles.

Zendesk-tickets object

Following is a list of all the fields in a Zendesk-tickets object.

  • id

  • url

  • type

  • subject

  • raw_subject

  • description

  • priority

  • status

  • recipient

  • requester_id

  • submitter_id

  • assignee_id

  • organization_id

  • group_id

  • collaborator_ids

  • email_cc_ids

  • follower_ids

  • forum_topic_id

  • problem_id

  • has_incidents

  • due_at

  • tags

  • via.channel

  • custom_fields

  • satisfaction_rating

  • sharing_agreement_ids

  • followup_ids

  • ticket_form_id

  • brand_id

  • allow_channelback

  • allow_attachments

  • is_public

  • created_at

  • updated_at

Mapping Zendesk-tickets object to a standard case

A subset of the fields in the Zendesk-tickets object map to the standard case in Customer Profiles. The following table lists which fields can be mapped from the Zendesk-tickets object to the standard case.

Zendesk-tickets source field Standard case target field

requester_id

Attributes.ZendeskUserId

id

Attributes.ZendeskTicketId

subject

Title

description

Summary

status

Status

requester_id

CreatedBy

created_at

CreatedDate

updated_at

UpdatedDate

Price

Price

Quantity

Quantity

Description

Description

The Zendesk-tickets customer data from the Zendesk object is associated with a Amazon Connect standard case using the following indexes.

Standard Index Name Zendesk-tickets source field

_zendeskUserId

requester_id

_zendeskTicketId

id

For example, you can use _zendeskUserId and _zendeskTicketId as an ObjectFilter.KeyName with the ListProfileObjects API to find a standard case. You can find the Zendesk-tickets objects associated with a specific profile by using the ListProfileObjects API with the ProfileId and ObjectTypeName set to Zendesk-tickets.