Zoom App Integration User's Guide

Overview

This guide covers all areas of the Faye Zendesk-Zoom App integration. To install the integration, you must use an Admin account from both Zendesk and Zoom.

Table of Contents

1. Installing the Zoom App Integration for Zendesk
2. Zoom Features
  A. Opening the Application
  B. The Zendesk Home Page
  C. Find End Users and Agents in Zendesk
  D. Editing Tickets
  E. Creating a Ticket
3. Zendesk App

1. Installing the Zoom App Integration for Zendesk

To install the Zoom app integration for Zendesk:

1. Visit the Zoom Marketplace (https://marketplace.zoom.us)
2. Using the search tool on the top right-hand side of the page, search for Zendesk
3. Select the Zendesk app
4. Click the Add button on the right-hand side of the page
   A modal window will open
5. Click the Allow button
   The Zendesk application will now open and request your target sub-domain.
6. Populate it and proceed.
   Your web browser will open to your target Zendesk instance.
7. Sign in to complete the installation process.

2. Zoom Features

A. Opening Zendesk in Zoom

The Zendesk application can be opened inside and outside a Zoom meeting.

Open Zendesk within a Zoom meeting

1. Click the Apps button on the bottom meny bar of your Zoom meeting.
   A sidebar menu displays your installed applications.
2. Click Zendesk.
   The Zendesk home screen opens.

Open Zendesk outside of a Zoom meeting

1. Click the Apps button on the top menu bar
2. Click the Zendesk application

When Zendesk opens, the following buttons display in the menu bar:

• Start Meeting - Starts a Zoom meeting within Zendesk.
• Invite Users to use App - Enables you to invite other Zoom users to use Zendesk.
• Ellipses - Open in New Window, Refresh App, Close.

B. The Zendesk Home Page

Open Zendesk within a Zoom meeting to access the Zendesk home page. Here, you can find tickets that are linked to the meeting.

Click Back to return to the Zendesk home page anytime.

C. Find End Users and Agents in Zendesk

On the homepage, there is a search bar that will allow you to locate both end users and agents.

To search for an end user or agent:

1. Type the user's name in the search field.
2. Click
   All end users and agents that match your search criteria are displayed in a list.
3. Select the user's name to view their tickets and user information.

From the Tickets tab, all tickets relating to a user are visible, including those linked to the current meeting.

From the User tab, the following information regarding the user can be seen (all fields but User Type are editable):

1. User Type
2. Email
3. Phone
4. Tags
5. Orgs
6. Details
7. Notes

D. Editing Tickets

You can update Zendesk tickets within Zoom. These changes will then be reflected within Zendesk.

Tickets can be found in two ways:

• To find tickets linked to the current meeting, use the Linked Tickets section on the Zendesk home page.
• To find tickets linked to a user, search for the user, then click the Tickets tab.

Once you've located a ticket, select it to view Notes and Details.

The Notes tab is where all public and internal comments can be seen and made.

The Details tab is where the following fields can be seen and edited:

• Requester
• Assignee
• Organization
• Type
• Priority

You need to click the Submit button in the lower right corner to submit your updates to a ticket. The default option is the current ticket status (for example, Submit as Open). To submit the ticket with a different status, click the drop-down arrow and select another option.

E. Creating a Ticket

Click New Ticket on the Zendesk home page or footer to create a new ticket.

     

Once the New Ticket button has been clicked, the following information is presented for you to populate:

• Subject (required)
• Requester (required)
• Assignee (required)
• Organization
• Type
• Priority
• Internal Note/Public Reply

Once the required and desired fields have been populated, simply click the Submit button on the bottom right-hand corner to create the ticket. Though the ticket's status will default to New, this can be changed by selecting a value from the dropdown field directly adjacent to the Submit button.

3. Zendesk App

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

• Once you have the Zoom Meeting app installed in Zendesk, you can do the following from within your Zendesk instance:

  • Create and join meetings linked to specific tickets

  • Schedule future meetings, which will be linked to tickets
• Zoom Meeting Integration User's Guide