# Configuring a Zendesk Suite plugin for Amazon Q Business
<a name="zendesk-actions"></a>

Zendesk Suite is a customer relationship management system that helps businesses automate and enhance customer support interactions by creating tickets to track work. If you’re a Zendesk Suite user, you can create an Amazon Q Business plugin to allow your end users to create, update, search for, and get ticket details from within their web experience chat.

To create a Zendesk Suite plugin, you need configuration information from your Zendesk Suite instance to set up a connection between Amazon Q and Zendesk Suite and allow Amazon Q to perform actions in Zendesk Suite. 

For more information on how to use plugins during your web experience chat, see [Using plugins](https://docs.aws.amazon.com/amazonq/latest/qbusiness-ug/using-plugins.html).

**Topics**
+ [Prerequisites](#zendesk-plugin-prereqs)
+ [Service access roles](#zendesk-plugin-iam)
+ [Creating a plugin](#zendesk-plugin-create)

## Prerequisites
<a name="zendesk-plugin-prereqs"></a>

Before you configure your Amazon Q Zendesk Suite plugin, you must do the following:
+ As an admin, create a new OAuth 2.0 Zendesk Suite app in the Zendesk Suite developer console with scoped permissions for performing actions in Amazon Q. To learn how to do this, see [Using OAuth authentication with your application](https://support.zendesk.com/hc/en-us/articles/4408845965210-Using-OAuth-authentication-with-your-application) in Zendesk Suite Developer Documentation.
+ Make sure the following required scopes are added:
  + `tickets:read`
  + `tickets:write, read`
+ Note the domain URL of your Zendesk Suite instance. For example: `https://yourInstanceId.zendesk.com`.
+ Note your:
  + **Access token URL** – For Zendesk Suite OAuth applications, this is `https://yourInstanceId.zendesk.com/oauth/tokens`.
  + **Authorization URL** – For Zendesk Suite OAuth applications, this is `https://yourInstanceId.zendesk.com/oauth/authorizations/new`.
  + **Redirect URL** – The URL to which user needs to be redirected after authentication. If your deployed web url is `<q-endpoint>`, use `<q-endpoint>/oauth/callback` . Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application.
  + **Client ID** – The unique identifier generated when you create your OAuth 2.0 application in Zendesk Suite.
  + **Client secret** – The client secret generated when you create your OAuth 2.0 application in Zendesk Suite.

  You will need this authentication information during the plugin configuration process.

## Service access roles
<a name="zendesk-plugin-iam"></a>

To successfully connect Amazon Q to Zendesk Suite, you need to give Amazon Q the following permission to access your Secrets Manager secret to get your Zendesk Suite credentials. Amazon Q assumes this role to access your Zendesk Suite credentials.

The following is the service access IAM role required:

```
{
    "Version": "2012-10-17",		 	 	 
    "Statement": [{
            "Effect": "Allow",
            "Action": [
                "secretsmanager:GetSecretValue"
            ],
            "Resource": [
                "arn:aws:secretsmanager:{{your-region}}:{{your-account-id}}:secret:[[secret-id]]"
            ]
        }
    ]
}
```

To allow Amazon Q to assume a role, use the following trust policy:

```
{
  "Version": "2012-10-17",		 	 	 
  "Statement": [
    {
      "Sid": "QBusinessApplicationTrustPolicy",
      "Effect": "Allow",
      "Principal": {
        "Service": "qbusiness.amazonaws.com"
      },
      "Action": "sts:AssumeRole",
      "Condition": {
        "StringEquals": {
          "aws:SourceAccount": "{{source_account}}"
        },
        "ArnLike": {
          "aws:SourceArn":"arn:aws:qbusiness:{{your-region}}:{{source_account}}:application/{{application_id}}"
        }
      }
    }
  ]
}
```

If you use the console and choose to create a new IAM role, Amazon Q creates the role for you. If you use the console and choose to use an existing secret, or you use the API, make sure your IAM role contains these permissions. 

## Creating a plugin
<a name="zendesk-plugin-create"></a>

To create a Zendesk Suite plugin for your web experience chat, you can use the AWS Management Console or the [https://docs.aws.amazon.com/amazonq/latest/api-reference/API_CreatePlugin.html](https://docs.aws.amazon.com/amazonq/latest/api-reference/API_CreatePlugin.html) API operation. The following tabs provide a procedure for creating a Zendesk Suite plugin using the console and code examples for the AWS CLI.

------
#### [ Console ]

**To create a Zendesk Suite plugin** 

1. Sign in to the AWS Management Console and open the Amazon Q console.

1. From the Amazon Q console, in **Applications**, select the name of your application from the list of applications.

1. From the left navigation menu, choose **Actions**, and then choose **Plugins**.

1. For **Plugins**, choose **Add plugin**.

1. For **Add plugins**, choose **Zendesk Suite**.

1. For **Zendesk Suite**, enter the following information:

   1. In **Plugin name**, for **Name** – A name for your Amazon Q plugin. The name can include hyphens (-), but not spaces, and can have a maximum of 1,000 alphanumeric characters.

   1. In **Domain URL**, for **URL** – Enter your Zendesk Suite domain URL. For example, `https://yourInstanceId.zendesk.com`.

   1. **OAuth 2.0 authentication** – do the following:

      1. For **AWS Secrets Manager secret** – Choose **Create and add a new secret** or **Use an existing one**. Your secret must contain the following information:
         + **Secret name** – A name for your Secrets Manager secret.
         + **Client ID** – The client ID generated when you create your OAuth 2.0 application in Zendesk Suite.
         + **Client secret** – The client secret generated when you create your OAuth 2.0 application in Zendesk Suite.
         + For **Redirect URL** – The URL to which user needs to be redirected after authentication. If your deployed web url is `<q-endpoint>`, use `<q-endpoint>/oauth/callback` . Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application.

      1. For **Access token URL** – For Zendesk Suite OAuth applications, this is `https://yourInstanceId.zendesk.com/oauth/tokens`.

      1. For **Authorization URL** – For Zendesk Suite OAuth applications, this is `https://yourInstanceId.zendesk.com/oauth/authorizations/new`.

   1. **Service access** – Choose **Create and add a new service role** or **Use an existing service role**. Make sure tha your service role has the necessary permissions.

1. **Tags – *optional*** – An optional tag to track your plugin.

1. Choose **Save**. 

------
#### [ AWS CLI ]

**To create a Zendesk Suite plugin**

```
aws qbusiness create-plugin \
--application-id application-id \
--display-name display-name \
--type ZENDESK_SUITE \
--server-url https://yourInstanceId.zendesk.com \
--auth-configuration oAuth2ClientCredentialConfiguration="{secretArn=<secret-arn>,roleArn=<role-arn>,authorizationUrl=<auth-url>,tokenUrl=<token-url>}"
```

------