Enabling Zoom Virtual Agent ManageEngine Servicedesk Plus Cloud integration

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

Requirements for enabling Zoom Virtual Agent ManageEngine Servicedesk Plus Cloud 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 ManageEngine Servicedesk Plus Cloud integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Click Add Integration then ManageEngine Servicedesk Plus Cloud.
4. Specify the following:
   • Under Connection Settings, enter a display name for your connection.
     This name will be used to refer to this URL inside the Zoom Virtual Agent application instance.
   • Under Configuration Settings, enter itdesk as the name of the app for your ManageEngine Servicedesk Plus Cloud instance.
   • Click the Region drop-down and select the region code of your ManageEngine Servicedesk Plus Cloud instance.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into ManageEngine Servicedesk Plus Cloud, 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 ManageEngine Servicedesk Plus Cloud application with a Connected status.

How to reconnect the ManageEngine Servicedesk Plus Cloud 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 ManageEngine, 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 ManageEngine Servicedesk Plus Cloud integration connection settings

After you have established the ManageEngine Servicedesk Plus Cloud integration connection, it cannot be edited. If you need to make changes due to a 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 ManageEngine Servicedesk Plus Cloud application then Delete.
4. Click Delete to confirm.