Premier Developer Support: Submitting a Case

Developers have two different options for receiving support. On the Developer Forum, developers can collaborate with other developers and Zoom Developer Advocates. This space does not require a Premier Developer Support license. The forum is best for general questions, research, or items that do not need a quick turnaround time in responses. There are no SLA/SLO’s associated with the forum, and posts do not create a ticket.

Customers can also work directly with a Developer Support Engineer who can assist with issues or inquiries that may arise. This method of contact requires a Premier Developer Support license. Cases are submitted in the support ticketing system and have SLA’s or SLO’s associated based on the Premier Developer Support level.

Learn more about our Premier Developer Support options.

Requirements for Premier Developer Support Case

End customer must have Premier Developer Support (Bronze, Silver or Gold) entitlement
Note: Premier+, Premier Elite, and Premier Healthcare all have Premier Developer Support bundled
Signed in using a PDS entitled Admin or Owner account

Creating a Premier Developer Support Case
Information to include
Case Types: Issue areas defined

Creating a Premier Developer Support Case

Navigate to Developer Support.
Click Open a ticket and authenticate with your Zoom credentials. The submission form will populate to submit your request.
Fill out the required submission fields and ensure the Product field is set as DEVELOPER API & SDK.
Click Submit.
You will be redirected to your Support Dashboard, where you can follow and track the status of your case.

Information to include

Description of the issue, including steps to replicate the issue
Developer Product being utilized
SDK, Chatbot, Custom Integration, REST APIs, etc.
Which SDK Version and Platform (iOS, Android, Web, Mac, Windows) are impacted (if applicable)
Example calls/code snippets and relevant logging
Impacted API endpoints
Error messages and screenshots (if applicable)

Notes:

If you have multiple unrelated issues that you are reporting, please submit an individual ticket for each separate issue to help expedite resolution.
Failure to select the proper Product Field may result in delayed responses.

Case Types: Issue areas defined

Issue Area	Definition	Example
Error/Problem	The product or implementation is broken or not working as expected	“My webhook is returning incorrect results”
Consultation Request (Silver or Gold plans only)	Developer guidance is needed on a developmental project or implementation	“I am developing an SDK app and need to understand best practices for my use case”
App Submission	Issue or question with submitting an app to the Marketplace	“I’m having an issue getting my application approved”
General Inquiry	Generic questions involving the Developer tooling	“Which API endpoint should I utilize for historic meeting details?”

Premier Developer Support: Submitting a Case

Requirements for Premier Developer Support Case

Table of Contents

Creating a Premier Developer Support Case

Information to include

Case Types: Issue areas defined