Release 3.0

TENTATIVE RELEASE DATES - v3.0

Closed Preview: 9th October 2024 (Approx. 9am AEDT / 8th Oct 3pm PDT) - This closed preview will be released to select Closed Preview customers for feedback.

Tentative GA Release: 29th October 2024 (Approx. 9am AEDT / 28th Oct 3pm PDT) - This release date may be extended should any issues arrise during the closed preview period.

We are pleased to announce the release of of Amazon Connect for Zendesk Application v3.0 which is a Feature release.

Note, there is no version 2.9.

In this release we have

• Implemented setting ticket fields based on mapped contact flow attributes

• Implemented setting user fields based on mapped attributes

• Added user search based on a configured attribute, such as account ID

• Introduced Focus mode as the first part of Zendesk-Connect agent status syncing

This release also includes some minor application improvements / bug fixes.

• Added an attribute flag to control whether to attach an inbound/outbound phone number to a ticket requester or not. Previously this was always the case when the requester had no phone number in their profile. Now you can prevent that by setting the attach_phone_number attribute in your contact flows to false.

• Bug fix where a user with a phone number one digit longer than the incoming CLI was erroneously matched against the calling user.

Highlights

Setting ticket fields based on mapped contact flow attributes

Instead of contact flow attributes being displayed the ticket’s internal note they can now be mapped to standard and custom ticket fields. This facilitates more insightful reporting and opens up new possibilities for automation workflows. Apart from lookup, all field types are supported and mapped attribute values are validated accordingly, prior to setting related fields.

Setting user fields based on mapped contact flow attributes

Similar to ticket fields above, user fields can also be automatically set based on mapped attributes when a new Zendesk user is created by the app. Here too, the validation based on the field type takes place.

Resolving Zendesk user based on a custom user field

When configuring the above mapping between user fields and contact flow attributes you can specify that a particular field can be used to do a user search, for example an account id. This takes precedence before normal search based on CLI and can be used in cases where a user already exists (via email ticket for example) but doesn’t have a phone number attached yet.

 Focus mode

Currently an agent can receive work items from both Zendesk and Connect, as each platform is unaware of the agent’s status of the other. Focus mode now enables configuring and using a dedicated custom Zendesk agent status while handling Connect calls or chats. This status becomes active for the agent as soon they receive a new contact and then reverts to the previous Zendesk status when the contact is closed. The custom Zendesk status stops sending Zendesk work items to the agent, enabling them to focus on their Connect contact. At the same time it enriches reporting by correctly tracking the time spent in handling Connect contacts.

Improvements

This release contains the following improvements:

Bug fixes

This release contains the following bug fix: