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Enabling Agent Status Sync

Upgrading the SAR application? Please read important note before doing so.

Introduction

Agent status sync is a feature that enables syncing of Zendesk unified agent status to functionally equivalent or similar status in the Amazon Connect app.

Once installed and configured, agents are able to manage the status in one place - Zendesk workspace, without without needing to do the equivalent change in the Connect softphone (CCP) after their Zendesk status has changed.

A dedicated settings page is available to a Zendesk admin, to configure mapping between Zendesk and Connect statuses. Both system and custom status types can be mapped. See the Administrator guide for details.

Prerequisites

  • For this feature to work, Omni-channel routing needs to be enabled in the Zendesk instance, as well as have the Agent Workspace turned on.

  • This feature is available in Amazon Connect app for Zendesk versions 3.1 and later.

Installation guide

To enable this feature a serverless application needs to be installed within the AWS Serverless Application Repository.

Sign in to the AWS account, then search for and select the Serverless Application Repository service.

Make sure you are in the same region as your Connect instance.

Click on Available applications.

Under Public applications, select the checkbox Show apps that create custom IAM roles or resource policies.

Search for and select Agent-Status-Sync-for-Zendesk.

Scroll down to Application settings.

Agent-status-sync-1.png

Enter the following information:

Application name

Leave this as is.

ConnectInstanceId

Enter the ID of the Connect instance.

To get your instance ID, log into your AWS console, select Amazon Connect service and from the list of instances select the one that’s associated with your Connect app.

Connect-InstanceID-1.png

In the Account overview under distribution settings select and copy the last part of the instance ARN (after the last /):

Connect-InstanceID-2.png

TargetEnvironment

This is the name of the target environment (dev, UAT, prod etc). If unsure, just leave as prod.

ZendeskEmailID

Enter the verified email address of a Zendesk admin user for the Zendesk instance. It’s advisable to create a dedicated Zendesk user with admin privileges for the integration, so the functionality is not broken when a Zendesk user is removed (eg. if the related person leaves the company).

If either Zendesk Search or Contact Lens add-on features is already installed, the existing user created for those can be re-used, as long as it has admin rights.

ZendeskToken

Sign in to the Zendesk admin portal. Navigate to Apps and integrations → Zendesk API.

Zendesk-adding-API-token.png

Click on Add API token.

Click on Copy. Paste the API token into the ZendeskToken field.

ZendeskURL

Enter the URL of the Zendesk instance. Ensure the URL begins with https:// and do not include / at the end of the URL or the stack will fail.

AppInstallationId

Enter the ID of the Amazon Connect app installation. This can be obtained by logging into the Zendesk workspace as an admin, click on the app icon in the left navbar and select Zendesk agent status mapping:

Agent-status-sync-2.png

Hint - use the copy icon to save the App Installation ID to your clipboard.

With all parameters entered, select the checkbox to create custom IAM roles and click on Deploy.

Agent-status-sync-3.png

When deployment has finished, return to the Connect app in Zendesk and click on the top right refresh icon.

Agent-status-sync-4.png

After reload you should see a page similar to this:

Agent-status-sync-5.png

This means the add-on feature has been successfully installed and you can now start mapping your statuses - see how in the Administrator guide.

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