Zendesk 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 user, you can create an Amazon Q Business plugin to allow your end users to create Zendesk cases from within their web experience chat.
To create a Zendesk plugin, you need configuration information from your Zendesk instance to set up a connection between Amazon Q and Zendesk and allow Amazon Q to perform actions in Zendesk.
For more information on how to use plugins during your web experience chat, see Using plugins.
Prerequisites
Before you configure your Amazon Q Zendesk plugin, you must do the following:
-
As an admin, set up a new user in your Zendesk instance with scoped permissions for performing actions in Amazon Q.
-
(Optional) Create an API token
for that new user. -
Note your Zendesk username and Zendesk password/API token. You will need this basic authentication information for creating an AWS Secrets Manager secret during the plugin configuration process.
-
Note the base URL of your Zendesk instance. For example:
https://yoursubdomain.zendesk.com.
Service access roles
To successfully connect Amazon Q to Zendesk, you need to give Amazon Q the following permission to access your Secrets Manager secret to get your Zendesk credentials. Amazon Q assumes this role to access your Zendesk 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 plugin for your web experience chat, you can use AWS Management Console or the CreatePlugin API operation. The following tabs provide a procedure for creating a Zendesk plugin using the console and code examples for the AWS CLI.
To create a Zendesk plugin
-
Sign in to the AWS Management Console and open the Amazon Q console at https://console.aws.amazon.com/amazonq/business/
. -
From the Amazon Q console, in Applications, select the name of your application from the list of applications.
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From the left navigation menu, choose Actions, and then choose Plugins.
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For Plugins, choose Add plugin.
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For Add plugins, choose Zendesk.
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For Zendesk, enter the following information:
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Name, Plugin 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.
-
For Service access – Choose Create and add a new service role or Use an existing service role. Make sure that your service role has the necessary permissions.
-
URL – The base URL of your Zendesk instance. For example:
https://yoursubdomain.zendesk.com -
Authentication – 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.
-
Zendesk username – The username for your Zendesk user.
-
Zendesk password/API token – The password/API token for your Zendesk user.
-
-
-
Tags – optional – An optional tag to track your plugin.
-
Choose Save.
