Zoom Meeting Integration User's Guide

Overview

This guide covers all areas of the Faye Zendesk-Zoom Meeting integration regarding the setup and general administration of the integration. To install the integration you must use an Admin account from both Zendesk and Zoom.

Table of Contents

1. Installing the Zoom Meetings Integration for Zendesk
2. Zendesk Features
  A. Sidebar Application
  B. Scheduling a Meeting/Sending out Invites
  C. Start a Meeting Immediately
  D. Cancel/Edit Meetings
  E. Post-meeting Zoom Cloud recording, notes, and details
3. Zoom App

1. Installing the Zoom Meetings Integration for Zendesk

To install the Zoom Meetings integration for Zendesk:

1. Visit the Zendesk Marketplace (https://www.zendesk.com/marketplace/)
2. Using the search tool on the top right-hand side of the page, search for Zoom Meetings by Faye
3. Select the Zoom Meetings by Faye app
4. Click the Install button on the right-hand side of the page
   A modal window will open
5. Select the target Zendesk account you would like to install the app on
   The application's installation page will now open
6. Click Install

Note: Every time a user logs out and back in, the application will re-request permissions. This must be allowed for the application to function.

2. Zendesk Features

 

 

A. Sidebar Application

The Zoom sidebar displays meetings related to the user or ticket you are viewing in Zendesk.

The sidebar is divided into two tabs:

• This ticket - Displays all meetings (upcoming and past) related to the ticket you are viewing.
• My meetings - Displays all of your upcoming meetings.

The meetings displayed within both sections can be joined or canceled via their respective buttons.

All meetings are presented in chronological order.

This ticket tab

My meetings tab

 

B. Scheduling a Meeting/Sending Out Invites

Scheduling a future meeting:

1. Click Schedule for later.
2. Complete the meeting fields, then click Next.
3. Complete the remaining fields, then click Add.
   The meeting invite and calendar event are then added to the Public reply field.
4. Click Submit to send the invite to the end user.

If you need to cancel the meeting, click Cancel.

Join a meeting or add it to your calendar:

1. Open your target ticket.
2. In the Zoom sidebar, click Join to join the meeting now, or click the ICS file to add the meeting to your calendar.

Step one

Step two

Step three

 

   

Step four

 

C. Start a Meeting Immediately

Start a meeting immediately:

1. Click Invite now.
   The meeting details will be automatically copied into the body of the Public reply field and can be sent to the end user.

2. Click Join.

From the Upcoming meeting section, the agent can do the following:

• Join or cancel the meeting by utilizing their respective buttons.
• Add the meeting to their calendar via the attached ICS file.

Note: The Attendee field is populated with the ticket's requester but upon the meeting concluding, it is swapped out for the Participants field, which records who was actually present on the call.

Step one

Step two

 

D. Cancel/Edit Meetings

If an agent wishes to cancel a meeting they can proceed with the following:

1. Click the Cancel button.

2. Click Yes at the warning that the meeting will not be saved.

The meeting is now canceled and removed from the sidebar.

Note: Once the ICS file is sent, canceling the meeting will not cancel it on the recipient's calendar. They need to be informed that the meeting is canceled separately.

Step one

Step two

E. Post-meeting Zoom Cloud recording, notes, and details

When a meeting ends, an internal note is posted on the ticket with the following information:

• Meeting subject
• Time of call
• Participants 
• Duration

If the meeting was recorded to the cloud, a second internal note will be posted on the ticket that contains the same information as the first, but with a link to the recording and a transcript of the chat as well.

3. Zoom App

• For the complete experience, install the free Zendesk app in Zoom from the Zoom marketplace.

• Once you have the Zendesk app installed in Zoom, you will be able to do the following from within a meeting:

  • See tickets linked to your current meeting and various users.

  • Create new tickets which will be linked to the meeting.
  • Visit the related Zendesk page for any ticket selected.
• Zoom App Integration User's Guide