The Zoom Phone Zendesk Integration enables your users to access Zoom Phone functionality directly within Zendesk, offering agents an enhanced user experience. This includes improvements such as increased agent efficiency through a unified experience and the automatic synchronization of customer data and interaction history, thereby streamlining post-call tasks. Before your users can use this integration, as an admin, you need to set up and configure the Zendesk integration via the Zendesk Admin Center and Zoom. Before your users can use the integration, admins need to follow this article to set up and configure the Zendesk integration from the Zendesk Admin Center and Zoom App Marketplace.

Note: If you are a user, follow the steps in this article.

This article covers:

• How to install the Zoom Phone for Zendesk app
  • Install the Zoom Phone for Zendesk app from Zendesk and Zoom Marketplace
• How to connect your Zendesk domain to Zoom
  • Connect your Zendesk domain by searching the Zoom Phone for Zendesk app
• How to auto-create tickets in Zendesk for inbound and/or outbound calls
• How to enable multiple contact selection in Zendesk for inbound calls

Prerequisites for setting up Zoom Phone for Zendesk Integration

• Pro, Business, or Enterprise account
• Zoom Phone license
• Zoom Phone configured
• Zoom app version 5.9.0 or higher
• Zendesk Suite plan or Customers with Support + Talk Partner Edition- Learn more from Zendesk.
• Automatic Calling from Third-Party Application must be enabled by an admin for the integration to work

How to install the Zoom Phone for Zendesk app

Before using the integration, you need to install the Zoom Phone for Zendesk app using either the marketplace listing page on Zendesk or Zoom.

Install the Zoom Phone for Zendesk app from Zendesk and Zoom Marketplace

1. From Zendesk, navigate to the Admin Center.
2. Select Apps and integrations.
3. At the top of the screen, click the Marketplace button.
4. Search for Zoom Phone for Zendesk app.
5. At the top right of the page, click Install.
6. From the installation confirmation page, at the bottom, click Install.
   The app will be installed on Zendesk. For more information, refer to the Zendesk support site.
7. Install the Zoom Phone for Zendesk from Zoom Marketplace by following the instructions on how to install the Zoom Phone for Zendesk app from Zoom Marketplace.

How to connect your Zendesk domain to Zoom

Once the app is installed, you can connect your Zendesk domain to Zoom.

Connect your Zendesk domain by searching the Zoom Phone for Zendesk app

1. Sign in to the Zoom App Marketplace.
2. On the top-right corner of the page, search for Zoom Phone for Zendesk.
3. Click on Zoom Phone for Zendesk.
4. At the bottom of the app screen, click Configure.
5. Under Zendesk Domain Name, enter your company's Zendesk domain into the text box.
   E.g.: https://sampledomain.zendesk.com/
6. Click Save.
   Once saved, the domain will display as being saved successfully.

How to auto-create tickets in Zendesk for inbound and/or outbound calls

1. Sign in to the Zoom App Marketplace.
2. On the top right of the page, search for Zoom Phone for Zendesk.
3. Click Zoom Phone for Zendesk.
4. At the bottom of the app screen, click Configure.
5. Under Automate Ticket Creation, select one of the following:
   Note: If no matching contact is found while creating a ticket, the contact will be automatically created by the integration.
   
   • Blank: Ticket creation is manual by default.
   • Inbound: Tickets are automatically created during inbound calls.
   • Outbound: Tickets are automatically created during outbound calls.
   • Both: Tickets are automatically created during both inbound and outbound calls.
6. Under Internal calls, to the right of Include internal calls from Automatic ticket creation, click the toggle to prevent or allow tickets to be created against internal calls.
7. Click Save.
   The ticket creation method will display as being saved successfully.

How to enable multiple contact selection in Zendesk for inbound calls

1. Sign in to the Zoom App Marketplace.
2. On the top-right corner of the page, search for Zoom Phone for Zendesk.
3. Click Zoom Phone for Zendesk.
4. At the bottom of the app screen, click Configure.
5. Under Multiple contacts, to the right of Enable multiple contacts selection, click the toggle to prevent or allow multiple matching contacts to appear to select the appropriate contact before a ticket is created.
6. Click Save.