Zendesk App

Overview

The Zendesk app for Zoom provides the following features:

  • The agent can create an instant Zoom meeting, and post the meeting join URL to the conversation.
  • The agent can schedule zoom meetings, and post the start/stop times and join URL to the conversation.
  • In the Zoom meeting, if participants create one or more cloud recordings, the Zoom app will post URLs for those cloud recordings to the ticket conversation after the meeting ends.
  • Agents/customers can receive email/notification via Zendesk email.

Prerequisite

  • Free or Paid Zoom Account
  • A Zendesk administrator account
  • Pre-approval of the Zendesk app in the Zoom Marketplace
    Note: If the app is not pre-approved, please contact your Zoom admin.

Installation and Configuration

Installing from Zoom Marketplace

  1. Login to your Zoom account and navigate to the Zoom Marketplace.
  2. Search for Zendesk and click the app.
  3. If the app is not pre-approved, please contact your Zoom admin to approve this app for your account.
  4. Click Visit Site to Install, you will be redirected to the Zendesk Marketplace.
  5. Login to your Zendesk account if necessary.
  6. Click Install, confirm the permissions the app requires, and choose Allow.

Logging 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. Click Sign in to Zoom, confirm the permissions the app requires and choose Authorize. Once logged in, the app will stay signed in for up to 2 weeks.

Configuring the Update Notification

The Update Notification Configuration requires both Zendesk and Zoom admin access. This configuration allows users to receive the meeting summary and recording if they have the correct permissions.

  1. Click Update notification configuration.
  2. Obtain your Zendesk API token from your Admin API settings.
  3. Paste the token and click Save.

Using the Zendesk App

Start an Instant Meeting

When viewing a ticket, click on the Apps button to show the Zoom meeting options in the sidebar.
![sidebarApp]
Click on the Start a Meeting button to start a meeting. The Zendesk app will add a message to the ticket conversation as a public reply. This message will include a link to the Zoom meeting. The agent will be able to annotate this message before submitting. Once posted, the Zoom meeting can be started and joined.

Schedule a Meeting

Click on the Schedule a Meeting button to launch the Zoom meeting schedule dialog:
![ScheduleMeeting]
The dialog auto-fills the Topic field with the ticket title. Assignee When is the current date/time, in the assignee’s time zone. Requester When is the corresponding date/time in the Requester’s time zone.

Click Save to schedule the meeting and post a summary message containing the join URL to the conversation as a public reply. Annotate the message before Submitting the reply.

Meeting Summary

After the meeting ends, the agent will receive a private conversation entry, with the meeting summary, including: meeting topic, start time, end time, duration in minutes, and list of participants.

Meeting Cloud Recording

If more than one person attends the meeting, and if one or more cloud recordings are created during the meeting, then when the meeting ends, the Zoom app will send a notification to the Zendesk conversation that includes URLs to the cloud recording links. By clicking on the cloud recording links, you can watch the cloud recording online or download it without signing into Zoom.

Removing the Zendesk App

  1. Login to your Zoom account and navigate to the Zoom Marketplace.
  2. Search for Zendesk and click the app or navigate to your installed apps via Manage > Installed Apps.
  3. Click Uninstall next to Zendesk.
  4. Confirm the dialogue and click Uninstall.

Data Security

This app accesses and uses the following information from Zoom for the integration user:

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

This app accesses and uses the following information from Zendesk:

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

This app accesses and uses the following information from your Zoom account:

  • User settings - used as default settings when creating a Zoom meeting from Zendesk.

  • Meeting details (meeting number, topic, join links, password) - displayed in the Zendesk ticket after the meeting is created.

  • Meeting summary including participant/host names, meeting timezone, meeting duration, and meeting date - displayed in the Zendesk ticket after the meeting is completed.

  • Meeting recording info - displayed in the Zendesk ticket after the meeting 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 associsate meetings with Zendesk tickets.

For additional help or technical support please submit a ticket.