Zoom makes video and web conferencing frictionless. Founded in 2011, Zoom is the leader in modern enterprise video communications, with a secure, easy platform for video and audio conferencing, messaging, and webinars across mobile, desktop, and room systems. Zoom Rooms is the original software-based conference room solution used in executive offices, classrooms, and board, conference, huddle, and training rooms around the world. Zoom helps over 500,000 businesses and organizations bring their teams together to get more done.
The Zoom integration for Zendesk provides the following features:
- The ability to schedule a Zoom meeting from a Zendesk Support Ticket
- The ability to launch a Zoom meeting from a Zendesk Support Ticket
- Zoom meeting recordings and meeting information are posted as private comments on Zendesk Support tickets when a session ends.
- Zoom recordings can be viewed from within the browser
Install Zoom for Zendesk in four steps
Step 1: Get the API token from Zendesk
To get the Zendesk API token: In the Support mode, click on the gear icon on the left, then under Channels section, click on the API link, and create a token under the Token Access section. Enable the token and add an active token.
Step 2: Enable Zendesk in Zoom
Login to your Zoom account. In the pane on the left, click on Advanced, then Integration. Scroll down to the Zendesk entry. If you have upgraded your Zoom account to allow integrations, you will see a Configure link to the Right of the Zendesk description. Click on the Configure link.
Set your full
<subdomain>.zendesk.com URL, Zendesk admin email, and Zendesk API token.
Zoom validates these parameters with Zendesk; if the values are incorrect, you will get the following error message: Zendesk setting is invalid.
Step 3: Get API Key and Secret from Zoom
Navigate to Zoom's Marketplace. If you already have a JWT API app, select that app; otherwise, create a JWT API app. Open the JWT app settings, and extract the API key / secret.
Step 4: Install the Zoom app for Zendesk
Sign into Zendesk as an admin. Go to the Marketplace and search for Zoom.
Install the Zoom for Zendesk app, and enter the Zoom API Key and Secret during installation.
Using the App
Start an instant meeting
When viewing a ticket, click on the Apps button to show the Zoom meeting options in the sidebar.
Click on the Start a Meeting button to launch an instant Zoom meeting. The Zendesk app will add a message to the conversation, as a public reply, that includes a link to the Zoom meeting. The agent can annotate this message before submitting it.
Once the message is posted in the conversation, the customer can click the link to join the Zoom meeting.
Schedule a meeting
Click on the Schedule a Meeting button to launch the Zoom meeting schedule dialog.
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.
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.
If more than one person attends the meeting, and if one or more 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 recording links.
By clicking on the recording links, you can watch the recording online or download it without signing into Zoom.