Installing the Zendesk for Zoom Phone integration

Overview

This guide provides information about how to find, install, and uninstall the Zendesk for Zoom Phone app in the Zoom App Marketplace. The Zendesk for Zoom Phone app is installed at the account level. A Zendesk administrator is required to install the app.

Table of Contents

1. Installing and uninstalling the Zendesk for Zoom Phone app

2. Uninstalling the Zendesk for Zoom Phone app

3. Troubleshooting

1. Installing and uninstalling the Zendesk for Zoom Phone app

To set up the integration, install the Zendesk for Zoom phone app from the Zoom App Marketplace.

1. Log in to your Zoom account and navigate to the Zoom App Marketplace.

2. Search for the Zendesk for Zoom Phone app and click Install.

3. When the installation is completed, the Installation Complete page appears. This page includes a special token, called an API Key.

4. Save the API key. This key is required to install the app in Zendesk.

5. Open the Zoom Phone app, and input the previously provided API key.

6. The Zendesk for Zoom Phone app is now successfully installed.

2. Uninstalling the Zendesk for Zoom Phone app

To uninstall the app:

1. Log in to your Zoom account and navigate to the Zoom App Marketplace.

2. Click Manage > Installed Apps or search for the Zendesk for Zoom Phone app.

3. Select the Zendesk for Zoom Phone app.

4. Click Uninstall.

 

3. Troubleshooting

• One common problem is an error during the installation stating that "You cannot authorize Zoom Meetings for Zendesk by Faye" where it continues to state that you are "Unable to install this app because it needs pre-approval by your account admin. Please contact your account admin for details"
  • This message appears because your Zoom administrator has restricted the applications you can install to your Zoom profile. More information on what needs to be done next can be found at the link below, but must be completed by your Zoom Administrator.
    • Pre-Approving and Approving Apps in the Zoom Marketplace
• Ticket field "Priority" must be set for the values "Low, Normal, High, and Urgent"
• For agents or groups who will be utilizing the integration:
  • "end_user_list_access" cannot be set as "none"
  • "end_user_profile_access" cannot be set as "none"

If you have any other issues during installation, or you do not receive the API Key at the end of the installation, please contact us through our support system, which you can find here:

Faye

Our support team will review your support request, and typically will respond within one business day.