Article

Building great customer experiences with Zendesk and AWS

By Neal Mhaskar, Sr. technical product marketing manager

Published April 22, 2020
Last modified April 22, 2020

Creating great experiences for your customers starts with having a complete understanding of who they are—and that requires having the right customer data. But too often, this data is siloed in disparate systems that don’t talk to each other and is spread across a complex landscape that’s hard to analyze and understand. The end result is ineffective agents, poor customer insights, and unsatisfied customers.

That’s where Zendesk and AWS come in. Zendesk is built from the ground up on AWS, and is an Advanced Technology Partner, delivering the scale and security of the public cloud along with powerful integrations that make it easy to solve customer problems. Zendesk’s native AWS infrastructure gives CX professionals and developers the ability to seamlessly tap into the power of popular AWS services. With the combination of Zendesk’s applications and AWS’ powerful infrastructure, companies are empowered to create customer experiences that are more personalized, and intelligent.

And today, we’re excited to announce that two powerful integrations between Zendesk and AWS are generally available: Amazon AppFlow and the Zendesk Events Connector for Amazon EventBridge.

Securely transfer data with AppFlow

Zendesk is getting even better with the new Amazon AppFlow integration, which enters general availability today. Amazon AppFlow makes it easy for companies to simply and securely transfer data between Zendesk, AWS, and other SaaS applications in minutes, with absolutely no coding required. For example, a Zendesk admin could better understand the cost to support different product lines by quickly building a flow to pull Zendesk ticket data alongside warranty, and field service data into RedShift.

AppFlow empowers non-technical team members, like CX agents and administrators, to handle complex operations without custom work from an engineering team. With AppFlow, all the behind-the-scenes technical work, including scaling, provisioning resources, and security, is handled seamlessly.

This new integration enables greater agility – allowing admins to quickly adapt integrations to changing business needs. As a result, support teams can do more complex, high-value work faster, and with fewer resources.

Learn more about Appflow and how you can use it here.

Stream events with Zendesk Events Connector for Amazon EventBridge

Another powerful tool to help companies get the most out of Zendesk’s native AWS infrastructure is Zendesk Events Connector for Amazon EventBridge. This integration makes it easy for companies to create complex, large-scale custom applications that stream real-time events from Zendesk directly into AWS. The Events Connector can be used to solve dozens of business problems, like improving customer insights and analysis, powering workflows that move across applications, and even providing real-time sentiment analysis.

With the Events Connector, businesses can develop applications that are more secure, less architecturally complex, and have less developmental overhead than custom, API-based solutions.

The Events Connector works by taking “events,” which are real-time changes within a Zendesk app, and automatically streaming them through EventBridge into popular AWS services like S3, Redshift, Kinesis, and Sagemaker. Events can range from the creation of a ticket to the update of a user record.

Getting started

Want to learn more about a code-free solution for seamlessly transferring data between Zendesk, AWS, and other cloud-based applications? Learn more about AppFlow here.

Ready to build custom applications that take advantage of real-time events and AWS? Learn more about the Zendesk Events Connector for Amazon EventBridge here.