Using the Zendesk notifications chatbot

Zoom’s Zendesk chatbot allows you to receive Zoom Team Chat notifications and messages from a chatbot relating to updates and changes from your Zendesk account.

This article covers:

• How to install and configure the Zendesk integration 
  • How to install from the Zoom Marketplace
  • How to configure the Zendesk Subscription
• How to use the Zendesk app in Team Chat
• How to remove the Zendesk app
• Data Security

Prerequisites for installing and using the Zendesk notifications app

• A Zoom Account
• A Zendesk administrator account
• Pre-approval of the Zendesk Notifications by Zoom app in the Zoom Marketplace
  Note: If the app is not pre-approved, please contact your Zoom admin.

How to install and configure the Zendesk integration 

How to install from the Zoom Marketplace

1. Sign in to your Zoom account and navigate to the Zoom Marketplace.
2. Search for Zendesk Notifications by Zoom and click the app.
   Note: If the app is not pre-approved, contact your Zoom admin to approve this app for your account.
3. Click Add, confirm the permissions the app requires, and choose Allow.
4. Click Connect to connect your Zendesk account to Zoom.
5. Enter your Zendesk Server Domain, then click Save Configuration.
6. Confirm that your Zoom account is correct, then click Connect.
7. Sign in with your Zendesk account to authorize.
8. After authorization, you can close the window and finish setup in Zoom Chat.

How to configure the Zendesk Subscription

1. In your Zoom chat channel, enter /zendesk.
2. Click the link.
3. In the Configure Zendesk Notifications section, select your subscriptions, then click Confirm.
   Your subscription will now be active.

How to use the Zendesk app in Team Chat

You will begin to receive chat notifications when the Zendesk subscription is triggered. These will be mapped to the selected Zoom Channel configured for the subscription. When you receive a new notification, the following information will be provided: 

• Type of action 
• Requester
• Assignee
• Status
• Priority
• Description

You can also try interacting with the app in a 1:1 chat. Simply type and send help to receive a list of possible commands.

How to remove the Zendesk app

1. Sign in to your Zoom account and navigate to the Zoom Marketplace.
2. Search for Zendesk and click the app.
3. Click Remove next to Zendesk.
4. Confirm the dialogue and click Remove.

Data Security

• This app has access to the following information on Zoom:
  • View all groups subscribed to by a Zoom user under the Zoom account.
  • View existing meeting details for a Zoom user under the Zoom account.
  • View information of a Zoom user under the Zoom account.
• This app has access to the following information on Zendesk:
  • Your tickets, agents, and customers.
    • Agents and customers are read-only for us.
    • The only write permission we use is closing tickets.
• This chat app has the following permissions on Zoom:
  • This chat app can send a chat message to an IM channel or Zoom user under the Zoom account.
  • This chat app can create a Zoom meeting on behalf of any Zoom user under the Zoom account.
• Communications between this chat app and Zoom/Zendesk are encrypted:
  • Protocol: TLS 1.2
  • Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
  • Key length: 128 bits
  • Perfect Forward secrecy: YES
• This chat app stores access credentials in the local data store:
  • Zendesk API tokens and Zoom OAuth credentials (both admin-level only) are stored in an encrypted database.