Configuring a Zendesk Suite plugin for Amazon Q Business - Amazon Q Business
PrerequisitesService access rolesCreating a plugin

Configuring a Zendesk Suite plugin for Amazon Q Business

Zendesk Suite is a customer relationship management system that helps businesses automate and enhance customer support interactions by creating tickets to track work. If you’re a Zendesk Suite user, you can create an Amazon Q Business plugin to allow your end users to create, update, search for, and get ticket details from within their web experience chat.

To create a Zendesk Suite plugin, you need configuration information from your Zendesk Suite instance to set up a connection between Amazon Q and Zendesk Suite and allow Amazon Q to perform actions in Zendesk Suite.

For more information on how to use plugins during your web experience chat, see Using plugins.

Prerequisites

Before you configure your Amazon Q Zendesk Suite plugin, you must do the following:

  • As an admin, create a new OAuth 2.0 Zendesk Suite app in the Zendesk Suite developer console with scoped permissions for performing actions in Amazon Q. To learn how to do this, see Using OAuth authentication with your application in Zendesk Suite Developer Documentation.

  • Make sure the following required scopes are added:

    • tickets:read

    • tickets:write, read

  • Note the domain URL of your Zendesk Suite instance. For example: https://yourInstanceId.zendesk.com.

  • Note your:

    • Access token URL – For Zendesk Suite OAuth applications, this is https://yourInstanceId.zendesk.com/oauth/tokens.

    • Authorization URL – For Zendesk Suite OAuth applications, this is https://yourInstanceId.zendesk.com/oauth/authorizations/new.

    • Redirect URL – The URL to which user needs to be redirected after authentication. If your deployed web url is <q-endpoint>, use <q-endpoint>/oauth/callback . Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application.

    • Client ID – The unique identifier generated when you create your OAuth 2.0 application in Zendesk Suite.

    • Client secret – The client secret generated when you create your OAuth 2.0 application in Zendesk Suite.

    You will need this authentication information during the plugin configuration process.

Service access roles

To successfully connect Amazon Q to Zendesk Suite, you need to give Amazon Q the following permission to access your Secrets Manager secret to get your Zendesk Suite credentials. Amazon Q assumes this role to access your Zendesk Suite credentials.

The following is the service access IAM role required:

{
    "Version": "2012-10-17",
    "Statement": [{
            "Effect": "Allow",
            "Action": [
                "secretsmanager:GetSecretValue"
            ],
            "Resource": [
                "arn:aws:secretsmanager:{{your-region}}:{{your-account-id}}:secret:[[secret-id]]"
            ]
        }
    ]
}

To allow Amazon Q to assume a role, use the following trust policy:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Sid": "QBusinessApplicationTrustPolicy",
      "Effect": "Allow",
      "Principal": {
        "Service": "qbusiness.amazonaws.com"
      },
      "Action": "sts:AssumeRole",
      "Condition": {
        "StringEquals": {
          "aws:SourceAccount": "{{source_account}}"
        },
        "ArnLike": {
          "aws:SourceArn":"arn:aws:qbusiness:{{your-region}}:{{source_account}}:application/{{application_id}}"
        }
      }
    }
  ]
}

If you use the console and choose to create a new IAM role, Amazon Q creates the role for you. If you use the console and choose to use an existing secret, or you use the API, make sure your IAM role contains these permissions.

Creating a plugin

To create a Zendesk Suite plugin for your web experience chat, you can use the AWS Management Console or the CreatePlugin API operation. The following tabs provide a procedure for creating a Zendesk Suite plugin using the console and code examples for the AWS CLI.

Console

To create a Zendesk Suite plugin

  1. Sign in to the AWS Management Console and open the Amazon Q console.

  2. From the Amazon Q console, in Applications, select the name of your application from the list of applications.

  3. From the left navigation menu, choose Actions, and then choose Plugins.

  4. For Plugins, choose Add plugin.

  5. For Add plugins, choose Zendesk Suite.

  6. For Zendesk Suite, enter the following information:

    1. In Plugin name, for Name – A name for your Amazon Q plugin. The name can include hyphens (-), but not spaces, and can have a maximum of 1,000 alphanumeric characters.

    2. In Domain URL, for URL – Enter your Zendesk Suite domain URL. For example, https://yourInstanceId.zendesk.com.

    3. OAuth 2.0 authentication – do the following:

      1. For AWS Secrets Manager secret – Choose Create and add a new secret or Use an existing one. Your secret must contain the following information:

        • Secret name – A name for your Secrets Manager secret.

        • Client ID – The client ID generated when you create your OAuth 2.0 application in Zendesk Suite.

        • Client secret – The client secret generated when you create your OAuth 2.0 application in Zendesk Suite.

        • For Redirect URL – The URL to which user needs to be redirected after authentication. If your deployed web url is <q-endpoint>, use <q-endpoint>/oauth/callback . Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application.

      2. For Access token URL – For Zendesk Suite OAuth applications, this is https://yourInstanceId.zendesk.com/oauth/tokens.

      3. For Authorization URL – For Zendesk Suite OAuth applications, this is https://yourInstanceId.zendesk.com/oauth/authorizations/new.

    4. Service access – Choose Create and add a new service role or Use an existing service role. Make sure tha your service role has the necessary permissions.

  7. Tags – optional – An optional tag to track your plugin.

  8. Choose Save.

AWS CLI

To create a Zendesk Suite plugin


aws qbusiness create-plugin \
--application-id application-id \
--display-name display-name \
--type ZENDESK_SUITE \
--server-url https://yourInstanceId.zendesk.com \
--auth-configuration oAuth2ClientCredentialConfiguration="{secretArn=<secret-arn>,roleArn=<role-arn>,authorizationUrl=<auth-url>,tokenUrl=<token-url>}"