The Zoom Contact Center Zendesk Integration allows agents to access Zoom Contact Center functionality from Zendesk. 

Before agents 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 web portal.

This article covers:

• How to install and set up the Zoom Contact Center Zendesk app
  1. Install the Zoom Contact Center app
  2. Enable Zoom CRM integration and add the Zendesk connection
  3. Enable the client integration for contact center users
• How to delete the Zendesk integration settings in the Zoom web portal

Prerequisites for setting up Zoom Contact Center Zendesk Integration

• Account owner or admin privileges for the Zoom web portal
• Zoom Contact Center license
• Talk Partner Edition for Zendesk

How to install and set up the Zoom Contact Center Zendesk app

Install the Zoom Contact Center app

To begin, you need to install the Zoom Contact Center app using the marketplace listing page on the Zendesk Marketplace.

1. Sign in to the Zendesk Admin Center.
2. Select Apps and integrations.
3. At the top of the page, click Marketplace to visit the Zendesk Marketplace.
4. Locate the page for the Zoom Contact Center app.
5. At the top-right corner, click Install.
   You will see an installation confirmation page. Click Install to confirm.

Refer to the Zendesk support site to learn more about using the marketplace and installing apps.

Enable Zoom CRM integration and add the Zendesk connection

A Zoom admin must authorize the Zoom Contact Center service with the Zendesk CRM application. This will enable the Zoom Contact Center agent experience in Zendesk.

Note: Before starting, you must contact Zoom Support to enable the integrations menu in the Zoom web portal.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. In the Applications tab, click Add.
4. On the Select application page, specify the following:
   • Choose the external application you would like to connect with: Select Zendesk.
   • Select connection method: select OAuth.
5. Click Next.
6. On the Setup your external application page, specify the following:
   • Name your connection: Enter Zendesk. This name will be used to refer to this URL inside the Zoom Contact Center application instance.
   • Subdomain: Enter the subdomain for your Zendesk instance
7. Click Save & Connect.
   You will see the message Zoom Contact Center has successfully connected to Zendesk.
8. In the navigation menu, click Contact Center Management then Integrations.
   You will see the Zendesk application with a Connected status.

Enable the client integration for contact center users

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Find a user to enable the Zendesk integration for.
4. In the last column, click the ellipses icon , then click Edit.
5. Next to Client Integration, select Zendesk.
6. Click Save.

How to delete the Zendesk integration settings in the Zoom web portal

Once established, you cannot edit the Zendesk integration connection. You can delete the connection if needed and re-create in the event that your Zendesk subdomain changes

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Applications tab.
4. For the Zendesk application, click the ellipses menu, then click Remove.
5. Click Delete to confirm.
   Note: Once deleted, the client integration for users will be disabled, and the Zendesk connection will be removed from the Integrations page.