Zendesk has built a native connector which allows Zendesk customers to send event data from Zendesk into Amazon EventBridge. It can then be consumed by a variety of AWS services such as AWS Lambda, Amazon SNS, Amazon SQS, and Amazon Kinesis streams.
This method reduces dependencies and overhead from API based integrations and API management, and provides organizations to leverage customer data for customer experiences and business understanding.
After your EAP registration has been approved, you will be permissioned to view and access the AWS Connector integration in Zendesk Admin Center.
To implement event streaming to Amazon EventBridge, you must have an AWS account and the correct IAM role permissions.
- EAP announcement
- EAP registration form
- Amazon EventBridge documentation
- Zendesk ticket event schema examples
Setting up a Zendesk event connection
To send Zendesk events to Amazon EventBridge requires:
- Configuring your Zendesk event source in the Zendesk Admin Center
- Associating a new event bus with the Zendesk event source in Amazon EventBridge
Configuring your Zendesk event source
- In Amazon EventBridge > Events > Partner event sources, click Set up under the Zendesk partner listing. It opens the Set up event source page.
- In Step 1: Copy your AWS account information, click Copy to copy your AWS account number to your clipboard.
- Go to your Zendesk Admin Center and select Admin Center > Integrations.
- Click Setup in AWS integration to open the page to configure your Zendesk event source.
- Paste the AWS account ID that you copied in Step 2 in the supplied field.
- In AWS region drop-down box, select the AWS region to receive events.
- Select Support Ticket as the event type.
Note: Currently, only Support ticket events are available with more event types being added in the future. For more information about what is provided in ticket events, see the ticket event schema.
- Click Save. The event source name appears in AWS EventBridge. It may take a minute or two for this to occur.
Associate the Zendesk event source to the event bus
To establish an event connection to Amazon EventBridge, your Zendesk event source needs to be associated to the event bus in Amazon EventBridge. The Zendesk event source created in your Zendesk AWS interface appears in the Amazon EventBridge > Partner events sources. You can then select the event source name and associate it to an event bus.
- In Amazon EventBridge > Events > Partner event sources, select the partner event source name, and click Associate with event bus in the upper-right.
- Select the permissions, then click Associate. It may take a minute or two for this process to be completed.
Once a connection is established, you can set your rules and targets for Amazon EventBridge to redirect events to an AWS service. For more details, see the Amazon EventBridge documentation.
Disconnecting the event connection
When disconnecting the event stream, it is important to delete an event rule associated with an event bus in AWS EventBridge first, before deleting the event bus. If it is not done first, an event bus cannot be deleted.
To disconnect an event connection:
- In Admin Center > Integrations under Amazon Web Services, click Configure.
- Disconnect the event source in the Zendesk Connector interface by clicking Disconnect.
- Confirm to disconnect the event source. A notification confirming event source disconnection is displayed, and events will immediately stop streaming. It can take up to 20 seconds for the event source status to register as disconnected in Amazon EventBridge.
- Delete the rule associated with the event bus in Amazon EventBridge. For more information, see Deleting or Disabling a CloudWatch Events Rule.
- Remove the event bus in the AWS Event Console. For more information, see the Amazon EventBridge documentation.
Note: If you delete an event source, you cannot create another event source and associate it with an existing event bus. You must create new event bus, and associate it to the new event source.
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