Integrate Zendesk with Amazon Quick Suite: Easily View and Query Tickets Through a Chat Agent

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Use Case and Problem

Support teams often rely on multiple tools to manage customer tickets. Zendesk is great for handling support cases, but supervisors still need to toggle between systems to look up ticket details, confirm updates, or fetch historical information. This constant back-and-forth slows decision-making and reduces productivity.

Amazon Quick Suite solves this by allowing you to connect Zendesk once and then query your ticket data directly through a Chat Agent—without writing any code and without switching browser tabs.
This gives teams one unified interface where they can pull ticket information, understand ticket context, and respond faster.

How to Solve the Problem

This article shows how to set up a Zendesk integration in Amazon Quick Suite, connect it to a chat agent, and use that agent to fetch, view, and manage ticket information—all in a single conversational workspace.

Prerequisites

For this walkthrough, you should have:

  • A Zendesk account with admin-level access

  • A Amazon Quick Suite workspace with Chat Agents enabled

  • Zendesk subdomain (e.g., example.zendesk.com)

  • Zendesk username

  • Zendesk API token (generated in Step 1)

Step-by-Step Solution

Step 1 — Generate an API Token in Zendesk

Quick Suite connects to Zendesk using a secure API token.

  1. Sign in to Zendesk Admin Center

  2. Go to Apps & Integrations → API → Zendesk API

  3. Enable Token access

  4. Click Add API Token

  5. Enter a label for the token

  6. Copy the generated token (you will not see it again)

You now have the credentials you need for Amazon Quick Suite:

  • Zendesk domain

  • Zendesk user email

  • Zendesk API token

Step 2 — Set Up the Zendesk Integration in Amazon Quick Suite

Next, connect Quick Suite to Zendesk.

  1. Open Amazon Quick Suite

  2. Navigate to Connections

  3. Select Integration

  4. Choose Zendesk Suite → Service Authentication

  5. Enter the required details:

    • Domain: your Zendesk subdomain

    • Username

    • API Token

  6. Click Next

  7. Click Submit

Once saved, the integration becomes reusable across any chat agent you build.

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Step 3 — Create a Chat Agent and Link the Integration

This is where Quick Suite becomes powerful turning your integration into a conversational tool.

3.1 Create the Chat Agent

  1. Navigate to Chat Agents

  2. Click Create Chat Agent

  3. Give the agent a clear prompt, such as:

“Create a chat agent that can retrieve and summarize Zendesk ticket information. The agent should be able to look up tickets by ID, list ticket fields, and fetch ticket details using the Zendesk integration. It should be able to perform CRUD operations”

  1. Click Submit

Quick Suite automatically analyzes the prompt and identifies the Zendesk integration as required for the agent.

3.2 Confirm the Integration Link

  1. Open the newly created agent

  2. Go to the Integrations panel inside the agent

  3. Verify that the Zendesk integration you created is attached

  4. Click Deploy Agent

Your agent is now ready to query Zendesk.

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Step 4 — Start Fetching Zendesk Ticket Details Through Conversation

Now you can use natural language to retrieve any ticket information.

Examples you can try:

Fetch a ticket by ID

“Show me details for ticket 987654.”

List key fields for a ticket

“What is the status and priority of ticket 987654?”

Summaries

“Give me a quick summary of all the high priority tickets.”

Search by requester

“List all tickets created by John Doe.”

No switching between Zendesk screens.
No API requests.
No manual digging.

Everything happens directly in your chat interface.

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Why This Matters

Teams can now:

  • Avoid context switching

  • Reduce time spent navigating Zendesk

  • Access real-time ticket data through natural conversation

  • Make faster decisions using one interface

  • Empower non-technical users with easy ticket lookup

This is the core value: centralized ticket insights with zero setup complexity.

Conclusion

This guide demonstrated how to bring Zendesk ticket data into Amazon Quick Suite using a simple three-step flow:
create a token → integrate Zendesk → connect it to a chat agent → Perform CRUD operations easily.

With this setup, anyone on your team can instantly query ticket details using natural language—no need to open multiple tabs or juggle tools. Quick Suite becomes the single place where ticket information becomes easier, faster, and smarter to access.

Author & Company Bio

Author:
Shravya Reddy Mutyala is a Cloud and Analytics Software Engineer at ScaleCapacity and an Amazon Quick Suite Community Expert since 2023. She focuses on designing and optimizing Amazon Connect contact-center experiences, and simplifying support operations through intuitive no-code tools, conversational AI, and scalable cloud solutions.

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Company:
ScaleCapacity is a cloud consulting firm and AWS partner helping organizations modernize and scale. They specialize in cloud migration, contact center modernization, and data/AI solutions. Their mission is to deliver secure, simple, and scalable technology for real business impact. Learn more at https://www.scalecapacity.com

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