Zendesk - Amazon Kendra
Supported featuresPrerequisitesConnection instructionsLearn more

Zendesk

Zendesk is a customer relationship management system that helps businesses automate and enhance customer support interactions. You can use Amazon Kendra to index your Zendesk support tickets, ticket comments, ticket attachments, help center articles, article comments, article comment attachments, guide community topics, community posts, and community post comments.

You can filter by organization name if you want to index tickets that are only within a specific organization. You can also choose to set a crawl date for when you want to start crawling data from Zendesk.

You can connect Amazon Kendra to your Zendesk data source using the Amazon Kendra console and the TemplateConfiguration API.

For troubleshooting your Amazon Kendra Zendesk data source connector, see Troubleshooting data sources.

Supported features

Amazon Kendra Zendesk data source connector supports the following features:

  • Field mappings

  • User access control

  • Inclusion/exclusion filters

  • Change log, full and incremental content syncs

  • Virtual private cloud (VPC)

Prerequisites

Before you can use Amazon Kendra to index your Zendesk data source, make these changes in your Zendesk and AWS accounts.

In Zendesk, make sure you have:

  • Created a Zendesk Suite (Professional/Enterprise) administrative account.

  • Noted your Zendesk host URL. For example, https://{sub-domain}.zendesk.com/.

    Note

    (On-premise/server) Amazon Kendra checks if the endpoint information included in AWS Secrets Manager is the same the endpoint information specified in your data source configuration details. This helps protect against the confused deputy problem, which is a security issue where a user doesn’t have permission to perform an action but uses Amazon Kendra as a proxy to access the configured secret and perform the action. If you later change your endpoint information, you must create a new secret to sync this information.

  • Configured an OAuth 2.0 token containing a client ID, client secret, user name, and password. The OAuth 2.0 token is required to use as your authentication credentials. See Zendesk documentation on configuring OAuth 2.0 tokens for more information.

    Note

    We recommend that you regularly refresh or rotate your credentials and secret. Provide only the necessary access level for your own security. We do not recommend that you re-use credentials and secrets across data sources, and connector versions 1.0 and 2.0 (where applicable).

  • Added the following OAuth 2.0 scope:

    • read

  • Optional: Installed an SSL certificate to allow Amazon Kendra to connect.

  • Checked each document is unique in Zendesk and across other data sources you plan to use for the same index. Each data source that you want to use for an index must not contain the same document across the data sources. Document IDs are global to an index and must be unique per index.

In your AWS account, make sure you have:

  • Created an Amazon Kendra index and, if using the API, noted the index ID.

  • Created an IAM role for your data source and, if using the API, noted the ARN of the IAM role.

    Note

    If you change your authentication type and credentials, you must update your IAM role to access the correct AWS Secrets Manager secret ID.

  • Stored your Zendesk authentication credentials in an AWS Secrets Manager secret and, if using the API, noted the ARN of the secret.

    Note

    We recommend that you regularly refresh or rotate your credentials and secret. Provide only the necessary access level for your own security. We do not recommend that you re-use credentials and secrets across data sources, and connector versions 1.0 and 2.0 (where applicable).

If you don’t have an existing IAM role or secret, you can use the console to create a new IAM role and Secrets Manager secret when you connect your Zendesk data source to Amazon Kendra. If you are using the API, you must provide the ARN of an existing IAM role and Secrets Manager secret, and an index ID.

Connection instructions

To connect Amazon Kendra to your Zendesk data source, you must provide the necessary details of your Zendesk data source so that Amazon Kendra can access your data. If you have not yet configured Zendesk for Amazon Kendra, see Prerequisites.

Console

To connect Amazon Kendra to Zendesk

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

  2. From the left navigation pane, choose Indexes and then choose the index you want to use from the list of indexes.

    Note

    You can choose to configure or edit your User access control settings under Index settings.

  3. On the Getting started page, choose Add data source.

  4. On the Add data source page, choose Zendesk connector, and then choose Add connector. If using version 2 (if applicable), choose Zendesk connector with the "V2.0" tag.

  5. On the Specify data source details page, enter the following information:

    1. In Name and description, for Data source name—Enter a name for your data source. You can include hyphens but not spaces.

    2. (Optional) Description—Enter an optional description for your data source.

    3. In Default language—Choose a language to filter your documents for the index. Unless you specify otherwise, the language defaults to English. Language specified in the document metadata overrides the selected language.

    4. In Tags, for Add new tag—Include optional tags to search and filter your resources or track your AWS costs.

    5. Choose Next.

  6. On the Define access and security page, enter the following information:

    1. Zendesk URL—Enter your Zendesk URL. For example, https://{sub-domain}.zendesk.com/.

    2. Authorization—Turn on or off access control list (ACL) information for your documents, if you have an ACL and want to use it for access control. The ACL specifies which documents that users and groups can access. The ACL information is used to filter search results based on the user or their group access to documents. For more information, see User context filtering.

    3. AWS Secrets Manager secret—Choose an existing secret or create a new Secrets Manager secret to store your Zendesk authentication credentials. If you choose to create a new secret an AWS Secrets Manager secret window opens.

      1. Enter following information in the Create an AWS Secrets Manager secret window:

        1. Secret name—A name for your secret. The prefix ‘AmazonKendra-Zendesk-’ is automatically added to your secret name.

        2. For Client ID, Client secret, User name, Password—Enter the authentication credential values configured in Zendesk.

      2. Save and add your secret.

    4. Virtual Private Cloud (VPC)—You can choose to use a VPC. If so, you must add Subnets and VPC security groups.

    5. Identity crawler—Specify whether to turn on Amazon Kendra’s identity crawler. The identity crawler uses the access control list (ACL) information for your documents to filter search results based on the user or their group access to documents. If you have an ACL for your documents and choose to use your ACL, you can then also choose to turn on Amazon Kendra’s identity crawler to configure user context filtering of search results. Otherwise, if identity crawler is turned off, all documents can be publicly searched. If you want to use access control for your documents and identity crawler is turned off, you can alternatively use the PutPrincipalMapping API to upload user and group access information for user context filtering.

    6. IAM role—Choose an existing IAM role or create a new IAM role to access your repository credentials and index content.

      Note

      IAM roles used for indexes cannot be used for data sources. If you are unsure if an existing role is used for an index or FAQ, choose Create a new role to avoid errors.

    7. Choose Next.

  7. On the Configure sync settings page, enter the following information:

    1. Select contents—Select the types of content you want to crawl from tickets, to help center articles, community topics, and more.

    2. Organization name—Enter the Zendesk organization names to filter content.

    3. Sync start date—Enter the date from which you want to start crawling your content.

    4. Regex patterns—Add regular expression patterns to include or exclude certain files. You can add up to 100 patterns.

    5. Sync mode—Choose how you want to update your index when your data source content changes. When you sync your data source with Amazon Kendra for the first time, all content is crawled and indexed by default. You must run a full sync of your data if your initial sync failed, even if you don't choose full sync as your sync mode option.

      • Full sync: Freshly index all content, replacing existing content each time your data source syncs with your index.

      • New, modified sync: Index only new and modified content each time your data source syncs with your index. Amazon Kendra can use your data source's mechanism for tracking content changes and index content that changed since the last sync.

      • New, modified, deleted sync: Index only new, modified, and deleted content each time your data source syncs with your index. Amazon Kendra can use your data source's mechanism for tracking content changes and index content that changed since the last sync.

    6. In Sync run schedule for Frequency—Choose how often to sync your data source content and update your index.

    7. Choose Next.

  8. On the Set field mappings page, enter the following information:

    1. Default data source fields—Select from the Amazon Kendra generated default data source fields you want to map to your index.

    2. Add field—To add custom data source fields to create an index field name to map to and the field data type.

    3. Choose Next.

  9. On the Review and create page, check that the information you have entered is correct and then select Add data source. You can also choose to edit your information from this page. Your data source will appear on the Data sources page after the data source has been added successfully.

API

To connect Amazon Kendra to Zendesk

You must specify a JSON of the data source schema using the TemplateConfiguration API. You must provide the following information:

  • Data source—Specify the data source type as ZENDESK when you use the TemplateConfiguration JSON schema. Also specify the data source as TEMPLATE when you call the CreateDataSource API.

  • Host URL—Provide your Zendesk host URL as part of the connection configuration or repository endpoint details. For example, https://yoursubdomain.zendesk.com.

  • Change log—Whether Amazon Kendra should use the Zendesk data source change log mechanism to determine if a document must be updated in the index.

    Note

    Use the change log if you don’t want Amazon Kendra to scan all of the documents. If your change log is large, it might take Amazon Kendra less time to scan the documents in the Zendesk data source than to process the change log. If you are syncing your Zendesk data source with your index for the first time, all documents are scanned.

  • Secret Amazon Resource Name (ARN)—Provide the Amazon Resource Name (ARN) of an Secrets Manager secret that contains the authentication credentials for your Zendesk account. The secret is stored in a JSON structure with the following keys:

    {
    "hostUrl": "https://yoursubdomain.zendesk.com",
    "clientId": "client ID",
    "clientSecret": "Zendesk client secret",
    "userName": "Zendesk user name",
    "password": "Zendesk password"
}

  • IAM role—Specify RoleArn when you call CreateDataSource to provide an IAM role with permissions to access your Secrets Manager secret and to call the required public APIs for the Zendesk connector and Amazon Kendra. For more information, see IAM roles for Zendesk data sources.

You can also add the following optional features:

  • Virtual Private Cloud (VPC)—Specify VpcConfiguration when you call CreateDataSource. For more information, see Configuring Amazon Kendra to use an Amazon VPC.

  • Document/content types—Specify whether to crawl:

    • Support tickets, ticket comments, and/or ticket comment attachments

    • Help center articles, article attachments, and article comments

    • Guide community topics, posts, or post comments

  • Inclusion and exclusion filters—Specify whether to include or exclude certain Slack content. If you use a bot token as part of your Slack authentication credentials, you must add the bot token to the channel you want to index. You cannot index direct messages and group messages using a bot token.

    Note

    Most data sources use regular expression patterns, which are inclusion or exclusion patterns referred to as filters. If you specify an inclusion filter, only content that matches the inclusion filter is indexed. Any document that doesn’t match the inclusion filter isn’t indexed. If you specify an inclusion and exclusion filter, documents that match the exclusion filter are not indexed, even if they match the inclusion filter.

  • User context filtering and access control—Amazon Kendra crawls the access control list (ACL) for your documents, if you have an ACL for your documents. The ACL information is used to filter search results based on the user or their group access to documents. For more information, see User context filtering.

  • Field mappings—Choose to map your Zendesk data source fields to your Amazon Kendra index fields. For more information, see Mapping data source fields.

    Note

    The document body field or the document body equivalent for your documents is required in order for Amazon Kendra to search your documents. You must map your document body field name in your data source to the index field name _document_body. All other fields are optional.

For a list of other important JSON keys to configure, see Zendesk template schema.

Learn more

To learn more about integrating Amazon Kendra with your Zendesk data source, see: