Enabling Zoom Virtual Agent Zendesk integration

The Zendesk application can enhance Zoom Virtual Agent's functionality by adding a ticket creation integration channel or chat support channel. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with Zendesk, as well as how to delete the integration connection settings if necessary. Once enabled, you can add a Zendesk support channel and connect it to a bot.

Requirements for enabling Zoom Virtual Agent Zendesk integration

• Account owner or admin privileges for the Zoom web portal and Zendesk
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to enable Zoom Virtual Agent Zendesk integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Click Add Integration then Zendesk.
4. On the Add Zendesk Integration page, provide the following:
   
   • In the Name field, enter a display name for your connection.
   • In the Subdomain field, enter the associated subdomain.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Zendesk, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Studio then Integrations.
   You will see the Zendesk application with a Connected status.

How to reconnect the Zendesk integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
4. (Optional) Edit the integration details.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Zendesk, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Studio then Integrations.
   You will see the application with a Connected status.

How to delete the Zendesk integration connection settings

After you have established the Zendesk integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the Zendesk application then Delete.
4. Click Delete to confirm.

How to create a voice agent and add skills in Zoom Virtual Agent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Under the Agents tab, click Voice agent then Start from blank.
4. In the Create Agent window, fill in the following fields:
   • Agent name: Enter a display name for your voice agent.
   • Agent guidance: Provide a description that defines the agent’s role, response tone, and approach to customer interactions.
   • Agent greeting: Enter the initial message the agent will say. You can insert dynamic variables by pressing the forward slash (/) key and selecting from the list.
   • Default language: Select the language your agent will use.
5. Click Next.
6. In the Test phrase box:
   • Enter a sample phrase to evaluate how the agent responds.
   • Select a voice actor that fits your brand’s tone. You can click the play button next to each name to preview the voice.
7. Click Next.
8. Add knowledge sources to support accurate, AI-driven responses. You can:
   • Use an existing source
   • Sync a website URL
   • Upload a PDF or DOCX file
   • Add an integration
   • Create a new article manually
9. Click Next.
10. Click Add skill and complete the following fields:
    • Name: Provide a display name for the skill.
    • Trigger description: Describe the situation or query that should activate the skill.
    • Instructions: Provide detailed directions on how the agent should handle the skill. Use the forward slash (/) key to insert fetch_ticket/update_ticket or tools.
    • As soon as any of these tools are selected, you would be prompted to fill the details
      • Tool name: You may rename it, but it’s optional.
      • Description: This field is not editable.
      • Integration: Select a pre-added integration. If no integration exists, click Create a new integration and configure the details to add one.
      • Value Source: Select Collected via LLM if you want the LLM to retrieve the value.
      • Mapped from variable: If selected, select the variable created to store this during the conversation (e.g., under Save email to variable).
      • Ticket Form: A ticket form is mandatory to create a ticket in the CRM.
        • If you already created a form, select it from the dropdown.
        • If not, click Create New Form and enter the details. Under Integration, select an existing integration. If none exists, click Create a new integration and follow the steps mentioned above.
      • Once all details are in place, click Create. You will then be provided with a form builder to create a simple form with up to 4 fields ingested from the CRM. After saving, return to the agent builder space where the form will be available for use.
    • (Optional) Click Add instructions to include multiple steps.
    • (Optional) Click Add another skill to define more functionalities.
11. Click Create.
    You will be redirected to the newly created voice agent page, where you can review, edit, and manage your agent and its skills.