Zendesk Suite integration

Manage your Zendesk support tickets directly from Amazon Quick using natural language. With the Zendesk Suite action connector, you can create, update, search, and list support tickets without leaving Amazon Quick.

Zendesk Suite is available as a built-in connector in Amazon Quick. To set up this integration, complete the following two steps. First, prepare your Zendesk account with the required access. Then, create the connector in Amazon Quick and authenticate with your Zendesk credentials.

This connector supports OAuth user authentication and API key service authentication. For information about the authentication methods that Amazon Quick supports, see Authentication methods.

Prerequisites

Before you set up the integration, verify that you have the following resources and access.

• An active Zendesk account with an admin role.

• Permissions to access tickets and support data in your Zendesk instance.

• A subscription that meets the requirements described in Set up integrations in the console.

Verify your Zendesk account

Before you configure Amazon Quick, verify that your Zendesk account meets the following requirements.

• Your Zendesk account is active and you can sign in to the Zendesk sign-in page on the Zendesk website.

• The tickets and support data that you want to access are accessible to your account.

Configure Zendesk account

The Custom OAuth app authentication method in Amazon Quick requires an OAuth client configured in Zendesk. The API key authentication method requires an API token.

To configure an OAuth client

1. In your Zendesk instance, navigate to Admin Center, then Apps and integrations, and then OAuth clients under API.

2. Choose Add OAuth Client.

3. Complete the form with the following fields:

   • Name – Enter a name for your app.

   • Description – Enter a short description.

   • Identifier – Enter a unique identifier for the OAuth client.

   • Redirect URLs – Enter https://region.quicksight.aws.amazon.com/sn/oauthcallback. Replace region with your AWS Region, for example, us-east-1.

4. Choose Save. Zendesk generates a client secret.

   Important

   Record the client secret now. You cannot retrieve it after you leave this page.

5. After you capture the secret, choose Save again to create the OAuth client.

The Identifier and the secret serve as the Client ID and Client Secret when you configure the action connector in Amazon Quick with the Custom OAuth app authentication method.

For more information, see Using OAuth authentication with your application on the Zendesk website.

To configure an API token

1. Navigate to Admin Center, then Apps and integrations, and then API tokens.

2. Choose Add API token.

3. For Description, enter a short description for the API token.

4. Choose Save. Zendesk generates an API token.

   Important

   Record the API token now. You cannot retrieve it after you leave this page.

If you choose the API key authentication method in Amazon Quick, use this API token as the API key value.

For more information, see Managing API token access to the Zendesk API on the Zendesk website.

Set up the integration in Amazon Quick

After you verify your Zendesk account access, create the connector in Amazon Quick.

1. In the Amazon Quick console, choose Connectors.

2. Choose the Create for your team tab.

3. Choose Zendesk Suite from the options available.

4. In the Zendesk Suite dialog, enter the following fields:

   • Name – A descriptive name for your Zendesk connector.

   • Description (Optional) – Choose + Add Description to add notes about how this connector will be used.

   • Connection type – Choose Public network.

5. Choose your authentication method and configure the connector settings:

   • Custom OAuth app – Enter the following fields for your Zendesk instance:

     • Base URL

     • Client ID

     • Client Secret

     • Token URL

     • Authorization URL

     • Redirect URL

   • API Key – Enter the following fields:

     • Base URL

     • API Key (Zendesk API token)

     • Email associated with your Zendesk account

6. Choose Next.

7. Review the actions for Zendesk Suite and choose Next.

8. Specify who can access the connector:

   • To share with a team, enter a team name or group email.

   • To keep it private, leave the field blank.

   • To share with all users, toggle Everyone in your organization.

9. Choose Publish.

The connector appears in the Available panel with a status of Connected.

Available actions

After you set up the connector, you can use the following ticket management actions.

Zendesk Suite available actions

Action	Description
Create Ticket	Create new ticket
List Search Results	Search tickets
List Tickets	View all tickets
Show Ticket	View ticket details
Update Ticket	Edit ticket details

Note

The actions that you can use depend on the permissions that are configured in your Zendesk account.

Troubleshooting

To edit, share, or delete your connector, see Managing existing integrations.

Authentication issues

• Sign-in fails – Verify that your Zendesk account is active and that you can sign in to the Zendesk sign-in page on the Zendesk website. If your organization uses single sign-on (SSO), confirm that your identity provider is configured correctly.

• Access denied – Confirm that your Zendesk user has an admin role with permissions to access tickets and support data. For API key connections, verify that the API token is valid and the associated email address is correct.