| Announced on | Deprecation and removal |
| August 12, 2024 | December 1, 2025 |
This article describes the deprecation of the Events Connector for Amazon EventBridge.
This announcement includes the following topics:
- What does this mean?
- Why is Zendesk ending support for AWS Events Connector for Eventbridge?
- Am I affected?
- What do I need to do?
- What happens if I don't migrate before the removal date?
- Frequently asked questions
- Who should I contact if I need help or have questions?
What does this mean?
Beginning August 12, 2024, you won't be able to set up a new Zendesk events connection to Amazon EventBridge. Furthermore, on the deprepcation and removal date, all Zendesk event connections will stop sending events to your Amazon EventBridge instance.
Why is Zendesk ending support for the Zendesk Events Connector for Amazon EventBridge?
Zendesk now supports webhooks that provide a superior experience to the Zendesk Events Connector to send events to Amazon EventBridge. The benefits of using webhooks for this include:
- Simplicity and flexibility. Webhooks are easier to set up and maintain, reducing the complexity involved in managing integrations.
- Broader integration options. With webhooks, you can seamlessly integrate with a wider variety of external services, tools, and platforms without being limited to AWS.
- Future-proof. Zendesk is continuing to develop and enhance our webhook capabilities. Using webhooks ensures you can take advantage of the latest features and enhancements.
- Unified approach. Replacing individual integrations with webhooks simplifies your architecture for event-driven actions, making it easier for you to manage and scale.
Because webhooks provided so many benefits over the Zendesk Events Connector experience and can be used broadly, it doesn't make sense to continue to invest in the Zendesk Events Connector for Amazon EventBridge.
Am I affected?
Everyone using the Zendesk Events Connector for Amazon EventBridge is affected.
What do I need to do?
Transition your event connections to webhooks before December 1, 2025 to prevent any interruptions to your workflows. If you wish to continue to send Zendesk events to Amazon EventBridge, you can configure a Lambda function in front of your EventBridge service so you can accept and process Zendesk webhook events.
Transitioning each event connection might take some time, so we recommend beginning this process as soon as possible. Currently, webhooks support the following event types: user, organization, article, community, agent availability, and omnichannel routing configuration events. Additionally, Zendesk plans to add support for messaging and ticket events in the future.
The following articles describe how to create webhooks and connect them to Amazon EventBridge:
- Using webhooks to integrate with Amazon EventBridge
- Creating webhooks to interact with third-party systems
Frequently asked questions
What happens if I don't migrate before the removal date?
Zendesk will stop sending events to Amazon EventBridge through the Zendesk Events Connector on the deprecation date. If you don't take any action to migrate your event connections over to webhooks prior to that, your workflows depending on the Zendesk Events Connector will break.
What are the differences between the payloads for the Zendesk Events Connector and webhooks?
While the webhooks will provide all the same information as the Zendesk Events Connector , the structure of the payload is different. Webhooks provide a standardized payload across all events, which makes integrating and working with them much easier and more efficient.
One thing to note is that when we add support for ticket events to webhooks, the position and total values for the sequence object won't be included. Instead, Zendesk plans to provide a ticket entity stream that will be able to re-materialize an entire standard ticket (excluding custom fields).
Who should I contact if I need help or have questions?
We encourage you to use the migration guide and general webhooks documentation as your primary resources for the transition.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
If you need additional assistance with this transition, you can contact Zendesk Professional Services.