Announcing removal of the Zendesk Amazon Connect Integration by TTEC

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>End of support on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Removal on</strong></td>
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<td style="height: 22px; width: 33.3333%;">April 30, 2026</td>
<td>April 1, 2027</td>
<td style="height: 22px; width: 33.3333%;">April 1, 2027</td>
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</table></figure><p>Beginning on 1 April 2027, Zendesk will cease support for the Zendesk Amazon Connect Integration by TTEC. The app will be removed from the Zendesk Marketplace, and Zendesk and TTEC will no longer provide updates or customer support for it.</p><p><strong>This announcement includes the following topics:</strong></p><ul>
<li data-list-item-id="eb5fb5550d6859977acc21244aac58d09"><a href="#what-does-this-mean">What does this mean?</a></li>
<li data-list-item-id="e103c95fbed8a5b9d739fb8a68e86e33d"><a href="#why-remove">Why is Zendesk removing TTEC's Connect integration?</a></li>
<li data-list-item-id="eeee08ec6906d67f6bfc49fcf55d7c0f3"><a href="#am-i-affected">Am I affected?</a></li>
<li data-list-item-id="e1b6eb7c9f45ea21d6f5b2398584f3561"><a href="#what-do-i-need-to-do">What do I need to do?</a></li>
</ul><h2 id="what-does-this-mean">What does this mean?</h2><p>Starting<span style="color: #424242;"><span data-rich-links='{"dat_df":{"fres_frt":1,"dfie_ts":{"tv":{"tv_s":1806580800,"tv_n":0}},"dfie_l":"en","dfie_p":{"fres_frt":0,"tres_tv":"MMM d, y"},"dfie_dt":"Apr 1, 2027","dfie_pt":3,"dfie_tpt":0,"dfie_tzi":""},"type":"date"}'> </span><span data-rich-links='{"dat_df":{"fres_frt":1,"dfie_ts":{"tv":{"tv_s":1806580800,"tv_n":0}},"dfie_l":"en","dfie_p":{"fres_frt":0,"tres_tv":"MMM d, y"},"dfie_dt":"Apr 1, 2027","dfie_pt":3,"dfie_tpt":0,"dfie_tzi":""},"type":"date"}'>Apr 1, 2027</span></span>:</p><ul>
<li data-list-item-id="ebf57ab63828ba104a24fc1422f49e163">The Amazon Connect Integration by TTEC app will be removed from the Zendesk Marketplace (it's currently available in the “closed beta” status).</li>
<li data-list-item-id="e7e1ac948d4f2e3ceb8e1bc158a7679df">Existing customers who already have the app installed can continue using it in its current state.</li>
<li data-list-item-id="e5aa6100b7205c39d216c1aa6204c2749">The app will transition to end-of-life (EOL) status, which means:<ul>
<li data-list-item-id="e5fac59dc889aefa8fff193a0181fabb1">No new feature development.</li>
<li data-list-item-id="edaf8c14aebb68d57272ae6a2552aa3de">No bug fixes.</li>
<li data-list-item-id="e98b33621258efb06ca1a9f7acbf61d07">No security patches.</li>
<li data-list-item-id="e28bc32a88da950116d74b825288878cf">No customer support, including troubleshooting, and incident support.</li>
</ul>
</li>
</ul><h2 id="why-remove">Why is Zendesk removing TTEC's Connect integration?</h2><p><span style="color: #444746;">Zendesk is focusing its voice roadmap for the enterprise market on </span><a href="https://support.zendesk.com/hc/en-us/articles/9459059241626-About-Zendesk-Contact-Center"><span style="color: #444746;">Zendesk Contact Center</span></a><span style="color: #444746;">, which natively integrates Amazon Connect into the Zendesk Resolution Platform. Contact Center is built with AI at its core to remove gaps between agents, systems, and channels, including voice, simplifying operations and eliminating the fragility of legacy stacks.</span></p><p><span style="color: #444746;">This change allows Zendesk to focus its investment and support on a solution that delivers a more modern, robust, and unified agent experience - rather than maintaining an embedded iframe solution.</span></p><h2 id="am-i-affected">Am I affected?</h2><p>You're affected if your Zendesk account currently uses the Amazon Connect Integration by TTEC app.</p><p>If you do <strong>not</strong> have the TTEC app installed today, you won't be able to install it from the Marketplace after it is removed.</p><h2 id="what-do-i-need-to-do">What do I need to do?</h2><p>We recommend taking action <strong>before </strong><span style="color: #424242;"><span data-rich-links='{"dat_df":{"fres_frt":1,"dfie_ts":{"tv":{"tv_s":1806494400,"tv_n":0}},"dfie_l":"en","dfie_p":{"fres_frt":0,"tres_tv":"MMM d, y"},"dfie_dt":"Mar 31, 2027","dfie_pt":3,"dfie_tpt":0,"dfie_tzi":""},"type":"date"}'>Mar 31, 2027</span></span><strong>,</strong> to avoid running an unsupported integration.</p><ol>
<li data-list-item-id="e46a046cdad77d239f7e9e8fb04ec3698">
<strong>Plan your migration</strong><br>Zendesk will actively offer impacted customers the option to migrate to <strong>Zendesk Contact Center</strong>, which provides a significantly improved experience.</li>
<li data-list-item-id="e18e5ef685d7cf5229a3f119f878a95b3">
<strong>Engage your Zendesk account team</strong><br>Your account team can walk you through:<ul>
<li data-list-item-id="eea2d5a4cc608e65956a9e297fa2a4132">Migration options and timelines</li>
<li data-list-item-id="eed6f36a9f2fb82789f754490cbf88870">Recommended next steps based on your current Amazon Connect + Zendesk setup</li>
</ul>
</li>
<li data-list-item-id="e1afae5cc7b5c8a41b70b92b3f01317b3">
<strong>Assess operational and security risk</strong><br>If you choose to continue using the TTEC app after <span style="color: #424242;"><span data-rich-links='{"dat_df":{"fres_frt":1,"dfie_ts":{"tv":{"tv_s":1806580800,"tv_n":0}},"dfie_l":"en","dfie_p":{"fres_frt":0,"tres_tv":"MMM d, y"},"dfie_dt":"Apr 1, 2027","dfie_pt":3,"dfie_tpt":0,"dfie_tzi":""},"type":"date"}'>Apr 1, 2027</span></span>, note that it will remain functional only “as-is,” without fixes, patches, or support. You should evaluate this against your organization’s reliability, compliance, and security requirements.</li>
</ol><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/voice-14">community forum</a>. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support">Zendesk Customer Support</a>.</p>