Using the Zendesk notifications chatbot

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Zoom’s Zendesk chatbot allows you to receive Zoom Chat notifications and messages from a chatbot relating to updates and changes from your Zendesk account.

This article covers:

Prerequisites

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

How to install and configure the Zendesk integration 

How to install from the Zoom Marketplace

  1. Login to your Zoom account and navigate to the Zoom Marketplace.
  2. Search for Zendesk Notifications by Zoom and click the app.
    Note: If the app is not pre-approved, contact your Zoom admin to approve this app for your account.
  3. Click Add, confirm the permissions the app requires, and choose Allow.
  4. After installing, an admin on your Zendesk account will need to complete the next steps.

How to configure the integration from Zendesk

  1. After installing the app from the Marketplace, you will be redirected to the Zendesk subscription page.
  2. Enter your Zendesk Server Domain, Client ID, and Client Secret.
    Note: If you need help finding your Client ID and Client Secret, click How to get Client ID and Secret?
  3. Click Save Configuration.
  4. Click Authorize with Zendesk account.
  5. You will be redirected to your Zendesk account to confirm the requested permissions. Click Allow.
    You will now be able to add subscriptions. If you are wanting to add a subscription immediately, proceed to step 3 of the next section.

How to configuring a Zendesk Subscription

  1. Navigate to the Zendesk Subscription Configuration.
  2. Click Add a subscription.
  3. In the Basic Configurations section, enter the desired name, channel, and description.
    Note: If you want to receive direct messages for updates on your Jira project, select your contact.
  4. In Groups, select the desired support groups that can post notifications to the desired channel.
    Note: Zoom supports event notifications for tickets created, and updates to open, new, pending, and solved tickets at this time.
  5. Click Save Configuration.
  6. Your subscription will now be active.

How to use the Zendesk chatbot

You will begin to receive chat notifications when the Zendesk subscription is triggered. These will be mapped to the selected Zoom Channel configured for the subscription. When you receive a new notification, the following information will be provided: 

  • Type of action 
  • Requester
  • Assignee
  • Status
  • Priority
  • Description

You can also try interacting with the chatbot in a 1:1 chat. Simply type and send help to receive a list of possible commands.

Removing the Zendesk Chatbot

  1. Login to your Zoom account and navigate to the Zoom Marketplace.
  2. Search for Zendesk and click the app.
  3. Click Remove next to Zendesk.
  4. Confirm the dialogue and click Remove.

Data Security

  • This app has access to the following information on Zoom:
    • View all groups subscribed to by a Zoom user under the Zoom account.
    • View existing meeting details for a Zoom user under the Zoom account.
    • View information of a Zoom user under the Zoom account.
  • This app has access to the following information on Zendesk:
    • Your tickets, agents, and customers.
      • Agents and customers are read-only for us.
      • The only write permission we use is closing tickets.
  • This chat app has the following permissions on Zoom:
    • This chat app can send a chat message to an IM channel or Zoom user under the Zoom account.
    • This chat app can create a Zoom meeting on behalf of any Zoom user under the Zoom account.
  • Communications between this chat app and Zoom/Zendesk are encrypted:
    • Protocol: TLS 1.2
    • Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
    • Key length: 128 bits
    • Perfect Forward secrecy: YES
  • This chat app stores access credentials in the local data store:
    • Zendesk API tokens and Zoom OAuth credentials (both admin-level only) are stored in an encrypted database.

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