Setting up Amazon AppFlow with Zendesk

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<div class="p" dir="ltr">Amazon AppFlow is an AWS service which allows secure data transfer from Zendesk to AWS and other SaaS apps.<br><img class="image img-screenshot" id="amazon_appflow_setup__image_hmc_wx4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_overview.png">
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<p class="p" dir="ltr">An interface is provided to configure data flows within your AWS account. AppFlow then establishes the connection, extracting the appropriate data from Zendesk, actioning transformations, and loading the data into your chosen target service.</p>
<p class="p" dir="ltr">This article guides you through the process to set up a Zendesk data flow in Amazon AppFlow. To use Amazon AppFlow, you will need:</p>
<ul class="ul" id="amazon_appflow_setup__ul_bk5_qxn_4lb">
<li class="li" dir="ltr">Administrator permissions in Zendesk Support</li>
<li class="li" dir="ltr">Access to your AWS account console</li>
<li class="li">An OAuth client for your Zendesk account</li>
</ul>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="amazon_appflow_setup__ul_zxb_rxn_4lb">
<li class="li" dir="ltr"><a class="xref" href="#topic_lk1_xxn_4lb">Registering your application with Zendesk</a></li>
<li class="li"><a class="xref" href="#topic_hfv_qzn_4lb">Creating a flow</a></li>
<li class="li"><a class="xref" href="#topic_bs3_xzn_4lb">Step 1: Specify flow details</a></li>
<li class="li"><a class="xref" href="#topic_smh_214_4lb">Step 2: Configure flow</a></li>
<li class="li"><a class="xref" href="#topic_z2q_1b4_4lb">Step 3: Map data fields</a></li>
<li class="li"><a class="xref" href="#topic_c5c_hb4_4lb">Step 4: Add filters</a></li>
<li class="li"><a class="xref" href="#topic_fn4_mb4_4lb">Step 5: Review and create</a></li>
<li class="li"><a class="xref" href="#topic_cbf_sb4_4lb">AppFlow integration limits</a></li>
</ul>
<p class="p">Related information:</p>
<ul class="ul" id="amazon_appflow_setup__ul_wh4_vxn_4lb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845965210" rel="noopener" target="_blank">Using OAuth authentication with your application</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lk1_xxn_4lb">
<h2 class="title topictitle2" id="ariaid-title2">Registering your application with Zendesk</h2>
<div class="body">
<p class="p" dir="ltr">To use Amazon AppFlow, you need to register the application to generate OAuth credentials that your application can use to authenticate API calls to Zendesk. This is done in Zendesk Support.</p>
<div class="p" dir="ltr">
<strong class="ph b">To register Amazon AppFlow with Zendesk</strong>
<ol class="ol" id="topic_lk1_xxn_4lb__ol_hz5_1yn_4lb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" id="topic_lk1_xxn_4lb__d7e1634" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png"> <strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">APIs &gt; Zendesk API</strong>.</span></li>
<li class="li">Click the <strong class="ph b">OAuth Clients</strong> tab, and click <strong class="ph b">Add OAuth client</strong> on the right side of the client list.</li>
<li class="li">Complete the following fields to create an OAuth client for AppFlow:
<ul class="ul" id="topic_lk1_xxn_4lb__ul_zcy_42p_4lb">
<li class="li">
<strong class="ph b">Client Name</strong> - Enter a name for your AppFlow application. This is the name that users will see when asked to grant access to your application, and when they check the list of third-party apps that have access to their Zendesk.</li>
<li class="li">
<strong class="ph b">Description</strong> - Optional. This is a short description of your app that users will see when asked to grant access to it.</li>
<li class="li">
<strong class="ph b">Company</strong> - Optional. This is the company name that users will see when asked to grant access to your application. The information can help them understand who they're granting access to.</li>
<li class="li">
<strong class="ph b">Logo</strong> - Optional. This is the logo that users will see when asked to grant access to your application.</li>
<li class="li">
<strong class="ph b">Unique Identifier</strong> - The field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want.</li>
<li class="li">
<strong class="ph b">Redirect URLs</strong> - Enter “ https://<samp class="ph systemoutput">{aws_region}</samp>.console.aws.amazon.com/appflow/oauth”. Replace <samp class="ph systemoutput">{aws_region}</samp> with the AWS region where you're creating the flow. Example: "https://ap-southeast-2.console.aws.amazon.com/appflow/oauth".</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>. A new pre-populated Secret field appears on the lower side.</li>
<li class="li" dir="ltr">Copy and save the secret key somewhere safe.</li>
<li class="li">Click <strong class="ph b">Save.</strong><br><img class="image img-screenshot" id="topic_lk1_xxn_4lb__image_u4t_yx4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_oauth.png" width="500">
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hfv_qzn_4lb">
<h2 class="title topictitle2" id="ariaid-title3">Creating a flow</h2>
<div class="body">
<p class="p" dir="ltr">A flow is created in your AWS account console by completing a series of steps in the setup process.</p>
<div class="p" dir="ltr">
<strong class="ph b">To create a flow</strong>
<ol class="ol" id="topic_hfv_qzn_4lb__ol_lfp_tzn_4lb">
<li class="li">
<a class="xref" href="https://docs.aws.amazon.com/console/appflow" rel="noopener" target="_blank"><u class="ph u">Log in to your AWS account console</u></a> and select <strong class="ph b">AppFlow</strong> from the services menu.</li>
<li class="li">Click <strong class="ph b">Create flow</strong>.<br><img class="image img-screenshot" id="topic_hfv_qzn_4lb__image_kwn_1y4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_create.png" width="500"><br>
<p class="p" dir="ltr">Complete setting up a flow as described in the following sections.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bs3_xzn_4lb">
<h2 class="title topictitle2" id="ariaid-title4">Step 1: Specify flow details</h2>
<div class="body">
<p class="p" dir="ltr">In <strong class="ph b">Step 1: Specify flow details</strong>, you configure the name and details about the flow.</p>
<div class="p" dir="ltr">
<strong class="ph b">To specify flow details</strong>
<ol class="ol" id="topic_bs3_xzn_4lb__ol_gwj_b14_4lb">
<li class="li" dir="ltr">In <strong class="ph b">Step 1: Specify flow details</strong>, enter the following details for your flow:
<ul class="ul" id="topic_bs3_xzn_4lb__ul_egv_b14_4lb">
<li class="li" dir="ltr">
<strong class="ph b">Flow name</strong> - Enter a name for your flow.</li>
<li class="li" dir="ltr">
<strong class="ph b">Flow Description</strong> - A description of your flow.</li>
<li class="li">
<strong class="ph b">Data Encryption</strong> - Configure the encryption for your flow. You have the option to use the default key, or customize encryption by creating an AWS KMS key or using an Amazon Resource Name.</li>
<li class="li">
<strong class="ph b">Tags </strong>-Add tags to your flow as key value pairs to your flow.<br><img class="image img-screenshot" id="topic_bs3_xzn_4lb__image_gfd_dy4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_flow_details.png" width="600">
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_smh_214_4lb">
<h2 class="title topictitle2" id="ariaid-title5">Step 2: Configure flow</h2>
<div class="body">
<p class="p">In <strong class="ph b">Step 2: Configure flow</strong>, you nominate your Zendesk source data and where you want the data to go such as S3, Redshift, or selected SaaS apps.</p>
<div class="p" dir="ltr">
<strong class="ph b">To configure your flow</strong>
<ol class="ol" id="topic_smh_214_4lb__ol_ctq_314_4lb">
<li class="li">In <strong class="ph b">Step 2: Configure flow</strong>, under <strong class="ph b">Source details</strong>, select “Zendesk”in the <strong class="ph b">Source name</strong> drop-down selection.</li>
<li class="li">Click <strong class="ph b">Connect.</strong>
</li>
<li class="li">In the modal, enter the client Id and secret of the OAuth client you created earlier in Support, your Zendesk subdomain, and connection name.<br><img class="image img-screenshot" id="topic_smh_214_4lb__image_gds_hy4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_flow_details.png" width="600"><br>
<div class="note">
<span class="notetitle">Note:</span> If you receive an error message, first check the redirect URL in your AppFlow OAuth client in Support. If you still encounter errors, contact your AWS admin to check your AWS roles or permissions.</div>
</li>
<li class="li">In the pop-up window, click <strong class="ph b">Allow</strong> to let AppFlow access your Zendesk data. You must be a Zendesk admin to allow access.<br><img class="image img-screenshot" id="topic_smh_214_4lb__image_z3r_ny4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_zendesk_access.png" width="400">
</li>
<li class="li">In the <strong class="ph b">Choose Zendesk object</strong> drop-down selection, select the type of Zendesk data to sync.</li>
<li class="li">Under <strong class="ph b">Destination details</strong> in the <strong class="ph b">Destination name</strong> drop-down selection, select the destination for your Zendesk data.
<ul class="ul" id="topic_smh_214_4lb__ul_r5d_x14_4lb">
<li class="li">If you select S3 as your destination, select the S3 bucket to send data</li>
</ul>
<ul class="ul" id="topic_smh_214_4lb__ul_vjt_w14_4lb">
<li class="li">If you select another destination, click <strong class="ph b">Connect</strong> and follow the prompts in the modal to complete the connection<br><img class="image img-screenshot" id="topic_smh_214_4lb__image_qcg_py4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_destination.png" width="500">
</li>
</ul>
</li>
<li class="li" dir="ltr">In <strong class="ph b">Flow trigger</strong> under <strong class="ph b">Choose how to trigger the flow</strong>, select either “Run on demand” to activate the flow manually, or “Run on schedule” to activate the flow on a schedule. If you choose “Run on schedule”, set the schedule frequency.<br><img class="image img-screenshot" id="topic_smh_214_4lb__image_mwg_ry4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_flow_trigger.png" width="500">
</li>
<li class="li" dir="ltr">Select <strong class="ph b">Transfer only new data</strong> to only transfer new data that is new when the flow is triggered, or <strong class="ph b">Transfer all data</strong> if you want the flow to transfer all data.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_z2q_1b4_4lb">
<h2 class="title topictitle2" id="ariaid-title6">Step 3: Map data fields</h2>
<div class="body">
<p class="p">In <strong class="ph b">Step 3: Map data fields</strong>, you specify how the fields in your Zendesk data map to the fields in the destination.</p>
<div class="p" dir="ltr">
<strong class="ph b">To map data fields</strong>
<ol class="ol" id="topic_z2q_1b4_4lb__ol_epf_db4_4lb">
<li class="li">Choose the mapping method to map fields.
<ul class="ul" id="topic_z2q_1b4_4lb__ul_ffd_1fp_4lb">
<li class="li">
<strong class="ph b">Manually map fields </strong>- To map all fields, choose <strong class="ph b">Source field name</strong>,<strong class="ph b"> Bulk actions</strong>, and<strong class="ph b"> Map all fields directly</strong>. Otherwise, select one or more fields from <strong class="ph b">Source field name</strong>, <strong class="ph b">Source fields</strong>, and then choose <strong class="ph b">Map fields directly</strong>.</li>
<li class="li">
<strong class="ph b">Upload csv file with mapped fields</strong> - Use a CSV file to define the mapping. The CSV file contains comma-separated values of the source field name and destination field name.</li>
</ul>
<br><img class="image img-screenshot" id="topic_z2q_1b4_4lb__image_rgn_ty4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_destination.png" width="500">
</li>
<li class="li" dir="ltr">To concatenate fields together, select the mapped fields and select <strong class="ph b">Add formula</strong>.<br><img class="image img-screenshot" id="topic_z2q_1b4_4lb__image_psr_vy4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_addformula.png" width="500">
</li>
<li class="li" dir="ltr">To mask fields or truncate field names, select the mapped fields and select <strong class="ph b">Modify values</strong>.</li>
<li class="li" dir="ltr">For <strong class="ph b">Validations</strong>, click <strong class="ph b">Add validation</strong> configure how data fields are handled based on the condition.<br><img class="image img-screenshot" id="topic_z2q_1b4_4lb__image_qkz_wy4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_validations.png" width="500">
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_c5c_hb4_4lb">
<h2 class="title topictitle2" id="ariaid-title7">Step 4: Add filters</h2>
<div class="body">
<p class="p" dir="ltr">In <strong class="ph b">Step 4: Add filters</strong>, you create rules that determine which data is extracted from your Zendesk account each time the flow is triggered.</p>
<div class="p" dir="ltr">
<strong class="ph b">To add filters</strong>
<ol class="ol" id="topic_c5c_hb4_4lb__ol_w22_kb4_4lb">
<li class="li">In <strong class="ph b">Filters</strong>, click <strong class="ph b">Add filter</strong>, then select the field, select a condition, and specify the criteria.<br><img class="image img-screenshot" id="topic_c5c_hb4_4lb__image_rbs_zy4_4lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appflow_addfilters.png" width="500">
</li>
<li class="li">Click <strong class="ph b">Next.</strong>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_fn4_mb4_4lb">
<h2 class="title topictitle2" id="ariaid-title8">Step 5: Review and create</h2>
<div class="body">
<p class="p" dir="ltr">In<strong class="ph b"> Step 5: Review and create</strong>, you can review your flow configuration before creating it.</p>
<div class="p" dir="ltr">
<strong class="ph b">To finish creating a flow</strong>
<ol class="ol" id="topic_fn4_mb4_4lb__ol_dpz_4b4_4lb">
<li class="li" dir="ltr">Check your configuration is correct. Click <strong class="ph b">Edit</strong> in the upper-right if you need to revise the configuration.</li>
<li class="li">Click <strong class="ph b">Create flow</strong>.</li>
</ol>
</div>
<p class="p" dir="ltr">Your flow is now created!</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_cbf_sb4_4lb">
<h2 class="title topictitle2" id="ariaid-title9">AppFlow integration limits</h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">Amazon imposes the following limits on AppFlow:</p>
<ul class="ul" id="topic_cbf_sb4_4lb__ul_e3j_vb4_4lb">
<li class="li" dir="ltr">One million flows per account</li>
<li class="li" dir="ltr">10 million flow runs a month</li>
<li class="li" dir="ltr">Each flow can have no more than one source and one destination</li>
<li class="li">Each flow can include no more than 10 tasks</li>
</ul>
<a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/introduction#rate-limits" rel="noopener" target="_blank">Zendesk API limits</a> also apply, with each flow execution consuming one API call from the <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/incremental_export" rel="noopener" target="_blank">Zendesk incremental export API</a>.</div>
</div>
</div>
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