Setting up Zoom Virtual Agent Zendesk support channel

Once the Zendesk integration is enabled, the next step is to configure it. In this article, we will provide a step-by-step guide to help you connect your Zoom Virtual Agent to Zendesk support channel and your chatbot. By following these steps, you'll be able to streamline your support operations and provide fast and efficient service to your customers.

This article covers:

Prerequisites for setting up Zoom Virtual Agent Zendesk support channel

How to set up Zendesk support channel

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agent.
  3. Click the Support Channels tab.
  4. Click Add Channel.
    A pop-up window will appear.
  5. Under Channel Source, select Integration.
  6. Under Support Channel Name, enter a display name for your channel.
  7. Under 3rd Party Support Channels, select your Zendesk connection.
  8. Under Channel Type, select between CRM Ticket Form or UIChat.
    • If you select CRM Ticket Form, provide the following details:
      • Ticket Form: Select a form from the drop-down list. Adding a ticket form will send the selected form to a user at the end of the engagement if the ticket support is used.
      • (Optional) CRM tags: Click Add CRM tag and choose between Text or Variable. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.
        • If you select Text, under Tag Content, enter the labels or keywords you want to add.
        • If you select Variable, under Tag Variable, select a variable from the drop-down list.
      • If you select UIChat, provide the following information:
        • API Key
        • Department
        • (Optional) CRM tags
  9. Click Add.

How to connect the Zendesk support channel to a bot

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agents.
  3. In the Chatbots tab, add a Chatbot.
    You will be directed to the Settings tab.
  4. Under Intent Settings, select and add associated intent domain from the list.
  5. Under Support Channels, click Manage Channels.
  6. Select Zendesk support channel as the default support channel to be used for the bot.
  7. Click Save.
  8. Next to the chatbot’s name, click the Publish button to publish the bot.