Documentation

  • Introduction

    Deploy the latest generation of proactive, anticipatory customer service with the newly enhanced integration between Amazon Connect and Zendesk Support. This i…

  • Prerequisites

    Amazon Connect Customers should be familiar with Amazon Connect prior to installing and configuring Amazon Connect for Zendesk integration. Please refer to the…

  • Application Architecture

    This article describes how the Amazon Connect for Zendesk app and its add-ons use AWS SDK and Amazon Connect Stream API for integration. This pertains to versi…

  • Use of AWS components and infrastructure

    This article describes how the Amazon Connect for Zendesk app and its add-ons use AWS SDK and Amazon Connect Streams API for integration. This pertains to vers…

  • Installation Guide

    The Amazon Connect app is no longer available via Zendesk Marketplace. Please discuss your options with your Zendesk account manager. If you are looking to upg…

  • Template Contact Flows

    We’ve developed the below templated Contact Flows to assist you in setting up your environment. Additionally, there is a Lex Bot at the bottom for use with a m…

  • TPE v2 Voice Comment

    Zendesk Talk Partner Edition version 2 (TPE v2) comes with a new call object which serves as a data store for all call related data points. The TPE v2 upgrade …

  • Administrator Guide

    Terminology used The following terminology is used within this document. attribute An Amazon Connect custom attribute which, if set within a contact flow, will…

  • End User Guide

    This section describes the features and functions that are specific to the Amazon Connect app for Zendesk. The user should refer to the Amazon Connect User Gui…

  • Enabling Amazon Connect login with third party cookies.

    Amazon Connect uses cookies for authentication. As part of Google's Privacy Sandbox initiative, Google Chrome has announced plans to block third-party cookies …

  • Troubleshooting & FAQ

    Troubleshooting How do I confirm the version of my installed connector Your Zendesk admin needs to browse to the below URL, after updating your Zendesk Subdoma…

  • Known Issues

    Issue Workaround AWS released a feature in Amazon Connect Streams in which the CCP will capture the agent’s browser microphone media stream before the contact …

  • Add On Features

    Zendesk Search for Connect with the help of the Zendesk Support API Enabling Pause and Resume for call recordings Enabling Amazon Connect Contact Lens for Zend…

  • Release Notes

    Release 3.2 Release 3.1 Release 3.0 Release 2.8 Release 2.7 Release 2.6 Release 2.5 Release 2.4 Release 2.3.2 Release 2.3.1 Release 2.3 Release 2.2.5 Release 2…

  • Support & Feature Requests

    AWS proactively advises customers when they identify your AWS account has one or more Lambda functions using a version of runtime which is being made end of su…