Setting up Zendesk for Contact Center

This guide takes you through the items that need to be set up before installing the Zendesk for Contact Center app in Zendesk.

Topics covered in this article:

• Setting up your Engage environment
• Adding your Zendesk domain to Amazon Connect and Engage
• Connecting Zendesk to Engage
• Installing the Zendesk for Contact Center app

Setting up your Engage environment

The Engage platform is a customer experience and engagement tool designed primarily for businesses to connect with their customers in real-time. An Engage environment is your specific instance of the Engage platform configured for your particular use case. 

You must set up an Engage environment to use Zendesk for Contact Center. For instructions, see the Deploying Engage guide.

Adding your Zendesk domain to Amazon Connect and Engage

To add your Zendesk domain to Amazon Connect

1. In your Amazon Console, navigate to your Connect instance and then the Approved domains page.
2. In the Domains section of the page, click Add domain and add the URL of your Zendesk instance.
3. Save the change.
   
   

To add your Zendesk domain to Engage

1. In your Engage environment, navigate to the Engage Settings page and select the General Settings tab.
2. Click the expander icon next to Local Measure Connection, then click the Edit Approved Origins button.
3. Add the URL of your Zendesk instance as an Approved Origin for Engage.
4. Save the changes.‍
   

 

Connecting Zendesk to Engage

The next step is setting up a connection between your Engage environment and your Zendesk instance. 

To accomplish this, you'll need a Zendesk API token. You must be an Zendesk admin to generate one. If you're not an admin, ask one to generate an API token for you. For instructions, see Generating API tokens.

Once you have the token, add it to Engage.

To add the API token to Engage

1. In the standalone Engage environment, open the Zendesk Settings page from the left-hand navigation menu.
   
2. In the Standard Settings section, under Connection Details, enter the Zendesk Workspace instance name, which is your Zendesk subdomain. Example: mondocam.zendesk.com.
3. Paste the API key generated in Zendesk into the API Key field.
4. In the Zendesk User ID field, add the email address of a Zendesk user with API access.
5. Save the changes.
   Note: After saving , the API key field will be blank. This is a security measure. The API key you entered is saved.

Installing the Zendesk for Contact Center app

The last step is to install and configure the Zendesk for Contact Center app in your Zendesk instance. For instructions, see Installing the Contact Center app in Zendesk.