Summary: ◀▼
You can use single sign-on (SSO) to access Contact Center by authenticating through your corporate identity provider, then signing in once to the platform. This reduces password management and provides a consistent sign-in experience. The system manages access to AWS services like Amazon Connect and Cognito. For configuration, provide identity provider details and role needs to support access to these services.
Contact Center is embedded in the Zendesk platform and uses a Zendesk-managed federation flow to help users access the Contact Center environment.
In this flow, users first authenticate with your organization’s corporate identity provider, then sign in to Zendesk. Zendesk brokers access to the AWS-backed services that power Contact Center, such as Amazon Connect and Amazon Cognito, so users can access Contact Center with fewer sign-in steps.
This article assumes you have already determined how users will sign in to Zendesk and configured access to the Zendesk platform using the guidance in Giving users different ways to sign into Zendesk.
Zendesk recommends using Enabling SAML single sign-on for the best experience because it:
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Centralizes authentication in your corporate identity provider
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Gives users a consistent sign-in experience
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Reduces password management overhead
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Supports a cleaner access flow for Contact Center
Zendesk manages the federation flow that connects Zendesk authentication to the Contact Center environment.
This includes the AWS-backed services used by Contact Center, such as:
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Amazon Connect
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Amazon Cognito
When you’re ready to configure access to the AWS services supporting Contact Center, contact Zendesk Customer Support with the following information:
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IAM Identity Provider name (
ZendeskSAMLProviderby default) -
Cognito Identity Provider name (
Zendeskby default) -
An indication if you need an AWS Console role to be configured.