Setting up the Zoom Contact Center Zendesk Integration


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:

Prerequisites for setting up Zoom Contact Center Zendesk Integration

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. At the bottom of the screen, click Next.
    You will see the Chanel Setup screen.
  9. In the Channel Setup screen, select the required channels. Once the required channels are selected, channel configuration can be started by clicking the Start Setup button.
    You will see the Channel configuration screen, where you can fill out information that will affect how the Zoom Contact Center Zendesk integration interacts with your Zendesk instance.

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 enable the Screen Pop feature (Voice)

Note: Caller Search is a mandatory setting which is used to identify Who is the caller whereas Context Search is an optional setting which is used to understand why they are calling.

  1. For the Caller Search setting, change the following:
    • Caller ID and Flow Variables: Provides options to choose either caller id/phone number or available flow variables for caller search.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried when looking for a caller match.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Caller Search settings with either AND/OR conditions.
  2. For the Context Search setting, change the following:
    • Flow Variables: Provides options to choose the available flow variables for context search which can be used to identify the context of the call using the IVR voice response during the call.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried for context search.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Context Search settings with either AND or OR condition.
  3. For the Screen pop settings, select when should the screen pop (ie. during call ringing vs. after call answered).
  4. For the Inbound Call Screen pop content, select whether to display all the open tickets or display latest ticket.
  5. For the Outbound Call Screen pop content, select whether to display all the open tickets or display latest ticket.
  6. Select Automatic call logging and Automatic save of recording URL if you want to save the call log and recording URL into Zendesk.
  7. Select Automatic Ticket Creation if you want to create tickets automatically for every engagement (ie. inbound, outbound, For inbound and outbound).
    Note: Automatic Ticket Creation won’t trigger if an existing ticket number is passed via Context Search.
  8. Click Save.
    You will be redirected to the integrations screen and you should see the Zendesk integration listed. You will be able to see a column Configuration that indicates whether the configuration setting for enabled channel is complete.

How to enable the Screen Pop feature (Chat)

  1. For the Caller Search setting, change the following:
    • Caller ID and Flow Variables: Select the Global or custom variable that captures the email address from the consumer via Script widget on the flow. For example, the Consumer Email variable. 
    • Entity: Determines which objects in Zendesk are searched when a chat engagement is made.
    • Field: Determines which fields on the Entity are queried when looking for a caller match.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Caller Search settings with either AND/OR condition.
  2. For the Context Search setting change the following:
    • Flow Variables: Select the Global or custom variable that captures the purpose of the chat engagement via collect input widget on the flow.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried for context search.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Context Search settings with either AND or OR condition.
  3. For the Screen pop settings, select when should the screen pop (ie. during call ringing vs. after call answered).
  4. For the Inbound Chat Screen pop content, select whether to display all the open tickets or display latest ticket.
  5. Select Automatic call logging if you want to save the call log into Zendesk.
  6. Select Automatic Ticket Creation if you want to create tickets automatically for every engagement (ie. inbound, outbound, For inbound and outbound).
    Note: Automatic Ticket Creation won’t trigger if an existing ticket number is passed via Context Search.
  7. Click Save.
    You will be redirected to the integrations screen and you should see the Zendesk integration listed. You will be able to see a column Configuration that indicates whether the configuration setting for enabled channel is complete.

How to enable the Screen Pop feature (Video)

  1. For the Screen pop Caller Search setting, change the following:
    • Flow Variables: Select the Global or custom variable that captures the email address from the consumer via Script widget on the flow.  For example, Consumer Email variable.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried when looking for a caller match.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Caller Search settings with AND/OR conditions.
  2. For the Context Search setting change the following:
    • Flow Variables: Select the Global or custom variable  that captures the purpose of the video engagement via collect input widget on the flow.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried for context search.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Context Search settings with AND/OR conditions.
  3. For the No match scenario, select What action to be taken and When action need to be taken to control what screen is popped when it's unable to locate the caller.
  4. For the Screen pop settings, select when should the screen pop (ie. during call ringing vs. after call answered).
  5. For the Inbound Call Screen pop content, select whether to display all the open tickets or display latest ticket.
  6. For the Outbound Call Screen pop content, select whether to display all the open tickets or display latest ticket.
  7. Select Automatic call logging and Automatic save of recording URL if you want to save the call log and recording URL into Zendesk.
  8. Select Automatic Ticket Creation if you want to create tickets automatically for every engagement (ie. inbound, outbound, For inbound and outbound).
    Note: Automatic Ticket Creation won’t trigger if an existing ticket number is passed via Context Search.
  9. Click Save Next.
    You will be redirected to the integrations screen and you should see the Zendesk integration listed. You will be able to see a column Configuration that indicates whether the configuration setting for enabled channel is complete.

How to enable the Screen Pop feature (SMS)

  1. For the Screen pop Caller Search setting, change the following:
    • Flow Variables: Select the Global variable that captures the ANI from the consumer.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried when looking for a caller match.
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Caller Search settings with AND/OR conditions.
  2. For the Context Search setting, change the following:
    • Flow Variables: Select the Global or custom variable that captures the purpose of the SMS engagement via Collect Input widget on the flow.
    • Entity: Determines which objects in Zendesk are searched when a call is made.
    • Field: Determines which fields on the Entity are queried for context search
    • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
    • You can add multiple Context Search settings with AND/OR conditions.
  3. For the No match scenario, select What action to be taken and When action needs to be taken to control what screen is popped when it's unable to locate the caller.
  4. For the Screen pop settings, select when should the screen pop (ie. during call ringing vs. after call answered).
  5. For the Inbound SMS Screen pop content, select whether to display all the open tickets or display latest ticket.
  6. For the Outbound SMS Screen pop content, select whether to display all the open tickets or display latest ticket.
  7. Select Automatic SMS logging if you want to save the call log into Zendesk.
  8. Click Save Next.
    You will be redirected to the integrations screen and you should see the Zendesk integration listed. You will be able to see a column Configuration that indicates whether the configuration setting for enabled channel is complete.

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.