Admins can use attributes captured on calls to customize and optimize contact center operations. To achieve this you map Amazon Connect contact attributes to ticket fields in Zendesk Support through Contact Center..

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Admins can enhance contact center operations by mapping Amazon Connect contact attributes to ticket fields. By mapping these attributes, you ensure critical information is captured in tickets, improving data organization and accessibility.

Admins can use attributes captured on calls to customize and optimize contact center operations. To achieve this you map Amazon Connect contact attributes to ticket fields in Zendesk Support through Contact Center..

This article contains the following topics:

  • Understanding Contact attributes
  • Mapping Connect attributes through Contact Center

Understanding Contact attributes

Amazon Connect contact attributes are key and value pairs that store information about a customer interaction. Think of them as labels or tags that carry data throughout the lifecycle of a call, chat, or task within your contact center.

The following are Zendesk-specific contact attributes that you can use in your mappings:

Contact attribute Description
zendesk_ticket_id If this attribute is set in the contact flow, it's used to attach the call to the corresponding ticket with that ID or to create a new ticket with that ID.
conversation_title This attribute is used for the ticket and voice comment title, otherwise it uses the default.
zendesk_user_id This attribute is set based on matching the user and phone number.
Note: Using the value of this attribute from the contact flow isn't currently supported.
zendesk_agent_id The ID of the Zendesk user that answers the call.
zendesk_call_id The ID of the call object that Contact Center creates when an agent accepts a call.

Mapping Connect attributes through Contact Center

You can map Amazon Connect attributes from a Contact flow to a Zendesk ticket field through Contact Center.

To map a Connect attribute through Contact Center
  1. In Amazon Connect, select Routing > Contact flows.
  2. Select the contact flow to edit.
  3. Add a Set contact attributes block to the flow, to capture the attribute.

  4. Add a User defined key and value.

  5. Click Confirm.
  6. Click Save.

    A Contact attribute is now captured and assigned to calls through the flow. For more details, see the Amazon Connect contact attributes guide.

  7. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
  8. Click Add field.
  9. Select a field type.

    When you use dropdown fields, the key in Zendesk must match the value passed from Amazon Connect.

    Also, the values passed from Amazon Connect in the Contact attribute must match the type of ticket field in Zendesk

  10. Enter a name and description.

  11. Click Save.

    You now have a Zendesk ticket field to associate with the Amazon Contact attribute.

  12. In Contact Center, click Admin Settings from the Agent Status menu.
  13. Click Zendesk settings in the sidebar, then access Standard Settings > Contact attributes.
  14. Click Add new attribute.
  15. Enter the Contact attribute key and select the corresponding Ticket Field.

  16. Click Save, to add the mapping.
  17. Click Save.

    The attribute mapping between Amazon Connect and Zendesk is now in place. After refreshing your Zendesk workspace, you can perform a test call to confirm that the Contact attribute is captured in tickets.

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