Mapping Amazon Connect queues to Zendesk brands

Mapping a queue to a brand helps Zendesk correctly classify incoming contacts as they move from Amazon Connect into Zendesk. This is useful when you support multiple brands, product lines, or regions, because it helps ensure tickets are routed to the right agents, access is restricted appropriately, and reporting stays accurate.


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Summary: ◀▼
Mapping Amazon Connect queues to brands helps classify incoming contacts for multiple brands, products, or regions. This ensures tickets route to the right agents, restricts access appropriately, and maintains accurate reporting. Admins can associate queues with brands to organize and manage ticket flow, supporting clear routing and brand-based access control for agents.


Mapping a queue to a brand helps Zendesk correctly classify incoming contacts
as they move from Amazon Connect into Zendesk. This is useful when you support multiple
brands, product lines, or regions, because it helps ensure tickets are routed to the
right agents, access is restricted appropriately, and reporting stays accurate.
This article contains the following topics:

Understanding queues and brands
Mapping queues to brands



Understanding queues and brands

A brand is a customer-facing
identity, allowing you to manage support for multiple products, companies, or
regional departments through distinct contact points. An Amazon Connect queue is a
virtual waiting area that holds incoming customer contacts until an agent becomes
available.
In Contact Center, mapping an Amazon Connect queue to a brand determines
which brand a call is associated with when it enters that queue and is handed off
into Zendesk. This affects how tickets are associated with brands and can affect
which agents can access or receive them. For example, if you use multiple brands,
you can restrict access to tickets based on the
brand.



Mapping queues to brands

As an admin, you can map Amazon Connect queues to Zendesk brands to keep
tickets organized, routed, and reported correctly.
If you map the same queue to more than one brand, make sure your
routing configuration and brand memberships are aligned so tickets are assigned as
expected. To avoid ambiguity, don’t assign the same queue to different brands unless
you have a clear shared-routing use case.
To map queues to a brand


From the Zendesk products menu, select Contact center.


Under General, click Brands.


Click on the name of the brand you want to edit.


Select the queues from the Associated queues menu.


Click Save.





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