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AMAZON CONNECT FOR ZENDESK






DOCUMENTATION


INTRODUCTION

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


PREREQUISITES

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


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
ver...


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
ve...


INSTALLATION GUIDE

If you are looking to upgrade from a deprecated version (before v2.1) please
review the upgrade notes which are located here. Prerequisite: Zendesk TPE
Licen...


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...


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
upgrad...


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, wi...


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
G...


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
cookie...


TROUBLESHOOTING & FAQ

Troublehshooting How do I confirm the version of my installed connector Your
Zendesk admin needs to browse to the below URL, after updating your Zendesk
Subd...


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
contac...


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
Ze...


RELEASE NOTES

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 2.2.4 Release 2.2.3 Release 2.2.2 Release
2.2.1...


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 ...

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