How to Use the Zoom for Zendesk integration

This post was most recently updated on July 23rd, 2022

Among the features provided by the Zoom / Zendesk app are:

  • In order to participate in an instant Zoom meeting, the agent needs to create the meeting join URL in the conversation and post it there.
  • A Zoom meeting can be scheduled by the agent, and start and stop times, along with a URL, can be posted in a conversation.
  • Once a Zoom meeting has ended, the Zoom app will then post URLs of those cloud recordings to conversations in the ticket if participants have created one or more cloud recordings during the meeting.
  • Using Zendesk email, customers and agents can receive emails/notifications from Zendesk.

Prerequisites

  • There is a Zoom account available for you to use
  • if you have an administrator account for Zendesk
  • Zendesk
  • Zendesk, you may pre-approve the Trello chatbot to appear in the Zoom Marketplace
    Note: Please contact your Zoom admin if your app has not been pre-approved.

How to install and configure the Zendesk integration

How to install from the Zoom Marketplace

  1. If you want to access the Zoom Marketplace, you will have to log in to your Zoom account.
  2. Go to the Zoom Marketplace, click on Zendesk by Zoom and click on the app.
    Note: In the event that the app has not been pre-approved, please contact your Zoom admin to have it approved for your account.
  3. You can visit the Zendesk Marketplace by clicking on Visit Site to Install.
  4. If necessary, you will need to sign into your Zendesk account.
  5. Next, click Install, then choose Allow and confirm permissions these apps require.

How to log in to the Zendesk App for the first time

In order to use the Zendesk App, you will have to log into your Zendesk account and confirm its permissions.

  1. Click on the Zoom sign in button.
  2. Choose Authorize from the list of permissions that are required.
    Once the app is logged in, it will automatically remain logged in for a period of two weeks.

 

How to configure the Update Notification

Zendesk and Zoom admin access is required for the Update Notification Configuration. Users who have the proper permissions will be able to view the meeting summary and recording based on this configuration.

  1. Then select Update notification configuration from the drop-down menu.
  2. From your Zendesk administration API settings, you can obtain the Zendesk API token.
  3. Once you’ve pasted this token, click Save.

How to use the Zendesk integration

Start an Instant Meeting

You can see the Zoom meeting options in the sidebar when you click on the Apps button when viewing a ticket.

To initiate an instant Zoom meeting, simply click on the Start a Meeting button. The Zendesk app will add a public reply to all the conversations in the connection, including a link to the Zoom meeting within the conversation. This message can be annotated before being sent to the agent.

In order to join the Zoom meeting, the customer will need to click the link in the conversation once the message has been posted.

Schedule a Meeting

The Zoom meeting schedule dialog will be displayed when you click on the Schedule a Meeting button:

The Topic field in the dialog box will automatically be filled in with the ticket title. It should be noted that the assignee’s time zone is determined by the current date and time of the assignee. The requester’s time zone is the most appropriate date/time to use in the requester’s request.

Save the meeting to let the group know it has been scheduled and post a summary message containing the join URL and a public reply to the discussion. After you have submitted the reply, make sure you have edited the message.

Meeting Summary

A private conversation entry will be sent to the agent after the meeting has ended containing a summary of the meeting which includes the meeting topic, start and end times, duration in minutes, and listed parties involved.

Meeting Cloud Recording

The Zoom app will send a notification to the Zendesk conversation when the meeting ends, which will include the links to the cloud recordings if more than one person is attending the meeting. If one or more cloud recordings are made during the meeting, then the Zoom app will send a notification with the links when the meeting has finished.

By clicking on the links under the cloud recordings, you can view the recordings online or download them without having to sign into Zoom.

How to remove the Zendesk App

  1. You can access the Zoom Marketplace by logging in to your Zoom account and navigating to it.
  2. Look for Zendesk in the search bar and click it.
  3. From the drop-down menu, click Remove.
  4. You will be asked to confirm the removal of Zendesk.

Data Security

The integration users of this app will be able to access and use the following information from Zoom:

  • Current User information: ID, email, timezone
  • Current Ticket information: ID, subject, requester name

The following information is accessible and used by this application from Zendesk:

  • Current User information: ID, email, timezone
  • Current Ticket information: ID, subject, requester name

In order to be able to use this app, Zoom must allow your app access to the following information:

  • User settings – These settings are used as defaults when a Zoom meeting is created from the Zendesk app.
  • Meeting details (meeting number, topic, join links, password) – This information is displayed in the Zendesk ticket after the meeting has been scheduled.
  • Meeting summary including participant/host names, meeting timezone, meeting duration, and meeting date -This information will be displayed in the Zendesk ticket after the meeting has taken place.
  • Meeting recording info – this information will be displayed in the Zendesk ticket after the meeting has taken place.

The following information is obtained and used by this application from your Zendesk account:

  • Current User information (ID, email, timezone) – This information is used by Zendesk when creating meetings
  • Current Ticket information (ID, subject, requester name) – In Zendesk, this is used during the creation of meetings, as well as to associate meetings with tickets in Zendesk.