Using the Zoom for Zendesk integration in zoom App
Zoom / Zendesk features include:
- As part of the conversation, the agent can create an instant Zoom meeting and share the URL for joining.
- The agent can schedule Zoom meetings along with start and end times and a URL to join the meeting.
- If participants in the Zoom meeting create one or more cloud recordings, the Zoom app will post the URLs to the ticket conversation after the meeting ends.
- Through Zendesk email, agents/customers can receive email/notifications.
In the Zoom Marketplace, there is also a Zendesk bot that can notify you of Zendesk support ticket activity. Click here for more information.
Prerequisites
- You need a Zoom account
- to administer Zendesk
- pre-approval for Trello chatbots
Please contact Zoom admin if the app is not pre-approved.
How to install and configure the Zendesk integration
How to install from the Zoom Marketplace
- Navigate to the Zoom Marketplace by logging into your Zoom account.
- Click Zendesk by Zoom to open.
Note: Ensure that the app has been approved by your Zoom admin if it has not been pre-approved. - To access the Zendesk Marketplace, click Visit Site to Install.
- If necessary, sign in to your Zendesk account.
- Choose Allow after confirming the permissions the app requires.
How to log in to the Zendesk App for the first time
Once the Zendesk App is installed you will need to log in and confirm the permissions for the app.
- Sign in to Zoom by clicking Sign in.
- Confirm the permissions Zoom needs and choose Authorize.
The app remains logged in for two weeks after being logged in.
How to configure the Update Notification
Zendesk and Zoom admin access is required for the Update Notification Configuration. If they have the appropriate permissions, users can receive the meeting summary and recording.
- Update notification configuration by clicking the Update button.
- Go to the Zendesk Admin API settings to obtain your API token.
- Then copy and paste it.
How to use the Zendesk integration
Start an Instant Meeting
Zoom meeting options are displayed in the sidebar when you click the Apps button on a ticket.
A link to join the Zoom meeting will appear in the conversation once the message is posted.
Schedule a Meeting
Launch the Zoom meeting scheduling dialog by clicking on the Schedule a Meeting button:
The Topic field is automatically filled with the ticket title. Time zone of the assignee is shown at Assignee When. The requester’s time zone corresponds to the requester’s When.
Save the meeting to schedule it and post a public reply containing the join URL to the conversation. Modify the message before posting the reply.
Meeting Summary
A private conversation entry is sent to the agent after the meeting ends, containing the meeting topic, start and end times, duration in minutes, and list of participants.
Meeting Cloud Recording
Zoom will send a notification to the Zendesk conversation if more than one person attends the meeting, and if one or more cloud recordings are made during the meeting.
Cloud recordings can be viewed online or downloaded without having to sign into Zoom by clicking on the links.
How to remove the Zendesk App
- Navigate to the Zoom Marketplace by logging into your Zoom account.
- Find Zendesk and click on it.
- Zendesk will be uninstalled.
- Click Uninstall to proceed.
Data Security
This app accesses and uses the following information from Zoom for the integration user:
- ID, email, timezone of the current user
- user
- user: ID, subject, requester name
The following information from Zendesk is accessed and used:
- Information about the current user: ID, email, timezone
- Information about the current ticket: ID, subject, requester
Your Zoom account provides the following information to this app:
- When creating a Zoom meeting from Zendesk, user settings are used as default settings.
- Creating a meeting in Zendesk displays meeting details (meeting number, topic, join links, password).
- Following the completion of the meeting, the Zendesk ticket displays a summary of the meeting, including participant/host names, meeting timezone, meeting duration, and mThe meeting recording information is displayed after the meeting is complete in the Zendesk ticket. is completed.
This app accesses and uses the following information from your Zendesk account:
- Current User information (ID, email, timezone) – used when creating meetings from Zendesk
- Current Ticket information (ID, subject, requester name) – used when creating meetings from Zendesk and to associate meetings with Zendesk tickets.