The Zoom / Zendesk app 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.
There is also a Zendesk bot available in the Zoom Marketplace, which can notify you of Zendesk support ticket activity. Learn more.
This article covers:
Install Zoom for Zendesk in four steps
Step 1: Get the API token from Zendesk
Step 2: Enable Zendesk in Zoom
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 and either select Develop>Build App or manage an existing app using JWT authentication. Details and information on how to gather your API Key and Secret can be found here.
Step 4: Install the Zoom app for Zendesk
Sign into Zendesk as an admin. Go to the Marketplace and search for Zoom. The Zoom app for Zendesk can also be found here.
Install the Zoom for Zendesk app, and enter the Zoom API Key and Secret during installation:
Using the App
Start an instant meeting
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
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.
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.