This guide covers all areas of the Faye Zendesk-Zoom App integration that relate to the setup and general administration of the integration. It is intended to be used by the Zendesk or Zoom admins responsible for setting up or managing the integration between the two systems.
Installation of Plugin
In order to begin exploring the changes that have been implemented, we need to start with access to Zendesk Support. This can be easily done by accessing the marketplace and searching for Zendesk. Once the download has been completed we can begin with our next step of authentication. For any first-time user, you will need to install the Zoom App for Zendesk. Once the installation process has begun, an OAuth will return a Zoom access token (ClientID and SecretID) which is required to launch the application.
Installation of the App
Follow these steps to install the app in your account:
Log in to your Zoom account and navigate to the Zoom App Marketplace.
Search for the app named Zendesk for Zoom Phone and click Install.
When installation has been completed, you will be presented with a page named “Installation Complete”. This page will include a special token, called an API Key. Save this key so that it can be used when installing the app in Zendesk.
With the newly enabled search, an agent will be able to look up a user based on their full name or email. Search will be able to clearly return results for all associated accounts.
New Ticket Creation
Under some circumstances, an agent may not find any associated tickets linked to the user (as shown below). Under this scenario, the agent will be able to select “New ticket” and will be presented with all the associated fields to create a new record.
Specific linked tickets will include linked details, conversation history/notes, and the ability to drill further into the customer profile. If an agent updates any tickets here in Zoom, this will also update the ticket accordingly within Zendesk.
Clicking on the user profile we are now given additional details about Eugene Davis like phone number, email, time zone, and language. This will all be available on the right-hand side of the new user sidebar.
With no linked ticket history we can still expect customer profile information to populate on our Zendesk sidebar. In this sidebar menu, we will also have the option of selecting past tickets, and creating a new ticket right here within the Zoom app.
No Linked Ticket without History
With no linked ticket and no customer history information, the agent can create a new customer profile (or search for an existing customer) and create a ticket along with it.
End of Meeting/Pop-out
When an agent has completed their call, the agent will be able to select “End meeting for all.” Once selected, the agent will now see a pop-out generated. This pop-out will display only for tickets that have been edited or updated and not saved/submitted. From there, we can see how our meeting notes are successfully captured now in Zendesk.