Mapping Zendesk objects to
the standard case in Amazon Connect Customer Profiles
This topic lists which fields in Zendesk objects map to fields in the standard case in Customer Profiles.
Zendesk-tickets object
Following is a list of all the fields in a Zendesk-tickets object.
-
id
-
url
-
type
-
subject
-
raw_subject
-
description
-
priority
-
status
-
recipient
-
requester_id
-
submitter_id
-
assignee_id
-
organization_id
-
group_id
-
collaborator_ids
-
email_cc_ids
-
follower_ids
-
forum_topic_id
-
problem_id
-
has_incidents
-
due_at
-
tags
-
via.channel
-
custom_fields
-
satisfaction_rating
-
sharing_agreement_ids
-
followup_ids
-
ticket_form_id
-
brand_id
-
allow_channelback
-
allow_attachments
-
is_public
-
created_at
-
updated_at
Mapping
Zendesk-tickets object to a standard case
A subset of the fields in the Zendesk-tickets object map to the standard case in Customer Profiles. The following table lists which fields can be mapped from the Zendesk-tickets object to the standard case.
| Zendesk-tickets source field | Standard case target field |
|---|---|
|
requester_id |
Attributes.ZendeskUserId |
|
id |
Attributes.ZendeskTicketId |
|
subject |
Title |
|
description |
Summary |
|
status |
Status |
|
requester_id |
CreatedBy |
|
created_at |
CreatedDate |
|
updated_at |
UpdatedDate |
The Zendesk-tickets customer data from the Zendesk object is associated with a Amazon Connect standard case using the following indexes.
| Standard Index Name | Zendesk-tickets source field |
|---|---|
|
_zendeskUserId |
requester_id |
|
_zendeskTicketId |
id |
For example, you can use _zendeskUserId and
_zendeskTicketId as an ObjectFilter.KeyName
with the ListProfileObjects API to find a standard case. You can find
the Zendesk-tickets objects associated with a specific profile by using the
ListProfileObjects API with the ProfileId and
ObjectTypeName set to Zendesk-tickets.
