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

This article covers:

• How to enable Zoom Virtual Agent ServiceNow integration
• How to reconnect the ServiceNow integration
• How to delete the ServiceNow integration connection settings

Prerequisites for enabling Zoom Virtual Agent ServiceNow integration

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

How to enable Zoom Virtual Agent ServiceNow integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then ServiceNow.
4. On the Add ServiceNow Integration page, provide the following:
   
   • Enter a display name for your connection.
   • Enter the associated subdomain.
   • Enter the Client ID.
   • Enter the Client Secret.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into ServiceNow, 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 Management then Integrations.
   You will see the ServiceNow application with a Connected status.

How to reconnect the ServiceNow 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 Management then Integrations.
   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.
3. (Optional) Edit the integration details.
4. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into ServiceNow, 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.
5. In the navigation menu, click AI Management then Integrations.
   You will see the application with a Connected status.

How to delete the ServiceNow integration connection settings

After you have established the ServiceNow 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 Management then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the ServiceNow application then Delete.
4. Click Delete to confirm.