Zendesk

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

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

On the Getting started page, choose Add data source.

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.

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.

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. Create a new secret with the following structure:

      {
               "hostUrl": "https://yoursubdomain.zendesk.com/",
               "accessToken": "your_implicit_grant_access_token"
      }

   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.

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.

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.

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.