Enabling Zoom Virtual Agent ManageEngine integration

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ManageEngine application can enhance Zoom Virtual Agent's functionality by adding support for ticket creation integration channel. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with ManageEngine, as well as how to delete the integration connection settings if necessary. Once enabled, you can add a ManageEngine support channel and connect it to a bot.

Note: If you do not see the Integrations option in the Zoom web portal, submit a request to Zoom Support.

This article covers:

Prerequisites for enabling Zoom Virtual Agent ManageEngine integration

  • Account owner or admin privileges for the Zoom web portal
  • Basic, Pro, Business, Education, or Enterprise account
  • Zoom Virtual Agent license

How to enable Zoom Virtual Agent ManageEngine integration

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Integrations.
  3. Click Add Integration then ManageEngine.
  4. On the Add Manage Engine Integration page, specify the following:
    • Under Connection Settings, enter a display name for your connection.
      This name will be used to refer to this URL inside the Zoom Virtual Agent application instance.
    • Under Configuration Settings, enter itdesk as the name of the app for your ManageEngine instance.
    • Click the Region drop-down and select the region code of your ManageEngine instance.
  5. Click Save.
    A new tab will open and take you to the authentication flow. If you are already logged into ManageEngine, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
  6. In the navigation menu, click AI Management then Integrations.
    You will see the ManageEngine application with a Connected status.

How to delete the ManageEngine integration connection settings

After you have established the ManageEngine integration connection, it cannot be edited. If you need to make changes due to a ManageEngine subdomain change, you can delete the connection and create it again.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Integrations.
  3. In the Applications tab, click the ellipsis icon to the right of the ManageEngine application then Delete.
  4. Click Delete to confirm.

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