Connecting Amazon Q Business to Zendesk using the console

Connecting Amazon Q to Zendesk

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

2. From the left navigation menu, choose Data sources.

3. From the Data sources page, choose Add data source.

4. Then, on the Add data sources page, from Data sources, add the Zendesk data source to your Amazon Q application.

5. Then, on the Zendesk data source page, enter the following information:

6. Name and description, do the following:

   • For Data source name – Name your data source for easy tracking.

     Note

     You can include hyphens (-) but not spaces. Maximum of 1,000 alphanumeric characters.

   • Description – optional – Add an optional description for your data source. This text is viewed only by Amazon Q Business administrators and can be edited later.

7. Source – Enter your Zendesk URL. For example, https://{sub-domain}.zendesk.com/.

8. Authorization – Amazon Q Business crawls ACL information by default to ensure responses are generated only from documents your end users have access to. If supported for your connector, you can manage ACLs by selecting Enable ACLs to enable ACLs or Disable ACLs to disable them. To manage ACLs, you need specific IAM permissions. See Grant permission to create data sources with ACLs disabled for more details. See Authorization for more details.

9. Authentication for existing Zendesk customers: Enter a name for your secret, a client ID, client secret, username, and password.

10. Authentication for new customers since 30 July 2024:

    1. Register the application with Zendesk and follow their procedure: Using OAuth authentication with your application

    2. Set Client kind to Confidential.

    3. For Redirect URL Enter the URL that Zendesk should use to grant access to the application. The URLs must be absolute and not relative. You can use localhost: http://localhost or http://127.0.0.1.

    4. Implement an OAuth authorization flow:

       1. Zendesk supports the authorization code grant flow to get access tokens. (Other grant flows have been deprecated.)

       2. The flow doesn't use refresh tokens. The access token doesn't expire.

    5. To get an authorization code, register users on the Zendesk authorization page: https://{subdomain}.zendesk.com/oauth/authorizations/new. Use the following parameters:

       1. response_type - Zendesk returns an authorization code in the response, so specify code as the response type. For example: response_type=code.

       2. redirect_url - The URL, which can be local, that Zendesk should use to send the user's decision to grant access to your application. For example: http://localhost or http://127.0.0.1.

       3. client_id - The unique identifier obtained after registering the application with Zendesk.

       4. scope - A space-separated list of scopes that control access to the Zendesk resources.

    6. After this, Zendesk will ask for user approval. Once approved it will respond with an authorization code.

    7. Obtain an access token from Zendesk. Include the following paramaters in the request:

       1. grant_type - Specify authorization_code as the value.

       2. code - Use the authorization code received from Zendesk after the user has been granted access.

       3. client_id - Use the unique identifier specified in an OAuth client in the Support admin interface Admin > Channels > API > OAuth Clients.

       4. client_secret - Use the secret specified in an OAuth client in the Support admin interface Admin > Channels > API > OAuth Clients).

       5. redirect_uri - The URL, which can be local, that Zendesk should use to send the user's decision to grant access to your application. For example: http://localhost or http://127.0.0.1.

       6. scope – A space-separated list of scopes that control access to the Zendesk resources.

       For example:

       curl https://{subdomain}.zendesk.com/oauth/tokens \
         -H "Content-Type: application/json" \
         -d '{"grant_type": "authorization_code", "code": "{your_code}",
           "client_id": "{your_client_id}", "client_secret": "{your_client_secret}", 
           "redirect_uri": "{your_redirect_url}", "scope": "read" }' \
         -X POST

    8. Use the access token in API calls.

11. Configure VPC and security group – optional – Choose whether you want to use a VPC. If you do, enter the following information:

    1. Subnets – Select up to 6 repository subnets that define the subnets and IP ranges the repository instance uses in the selected VPC.

    2. VPC security groups – Choose up to 10 security groups that allow access to your data source. Ensure that the security group allows incoming traffic from Amazon EC2 instances and devices outside your VPC. For databases, security group instances are required.

    For more information, see VPC.

12. IAM role – Choose an existing IAM role or create an IAM role to access your repository credentials and index content.

    Note

    Creating a new service IAM role is recommended.

    For more information, see IAM role.

13. Sync scope – Set the content that you want to sync.

14. For Maximum file size – Specify the file size limit in MBs that Amazon Q will crawl. Amazon Q will crawl only the files within the size limit you define. The default file size is 50MB. The maximum file size should be greater than 0MB and less than or equal to 50MB.

15. Additional configuration – optional – Configure the following settings:

    • Change log – Select to update your index instead of syncing all your files.

    • Organization name – Enter the Zendesk organization names to filter your sync.

    • Sync start date – The date from which you want to index your content.

    • Regex patterns – Regular expression patterns to include or exclude certain files. You can add up to 100 patterns.

16. Advanced settings

    Document deletion safeguard - optional–To safeguard your documents from deletion during a sync job, select On and enter an integer between 0 - 100. If the percentage of documents to be deleted in your sync job exceeds the percentage you selected, the delete phase will be skipped and no documents from this data source will be deleted from your index. For more information, see Document deletion safeguard.

17. In Sync run schedule, for Frequency – Choose how often Amazon Q will sync with your data source. For more details, see Sync run schedule. To learn how to start a data sync job, see Starting data source connector sync jobs.

18. Tags - optional – Add tags to search and filter your resources or track your AWS costs. See Tags for more details.

19. Field mappings – A list of data source document attributes to map to your index fields.

    Note

    Add or update the fields from the Data source details page after you finish adding your data source. You can choose from two types of fields:

    1. Default – Automatically created by Amazon Q on your behalf based on common fields in your data source. You can't edit these.

    2. Custom – Automatically created by Amazon Q on your behalf based on common fields in your data source. You can edit these. You can also create and add new custom fields.

       Note

       Support for adding custom fields varies by connector. You won't see the Add field option if your connector doesn't support adding custom fields.

    For more information, see Field mappings.

20. In Data source details, choose Sync now to allow Amazon Q to begin syncing (crawling and ingesting) data from your data source. When the sync job finishes, your data source is ready to use.

    Note

    View CloudWatch logs for your data source sync job by selecting View CloudWatch logs. If you encounter a Resource not found exception error, wait and try again as logs may not be available immediately.

    You can also view a detailed document-level report by selecting View Report. This report shows the status of each document during the crawl, sync, and index stages, including any errors. If the report is empty for an in-progress job, check back later as data is emitted to the report as events occur during the sync process.

    For more information, see Troubleshooting data source connectors.