Using Zendesk within AI Companion

AI Companion's integration with Zendesk allows you to create, review, and manage Zendesk tickets directly from your Zoom meetings and Zoom Team Chat. This functionality helps streamline support processes and ensures timely follow-up on customer issues.

You can also use Zendesk with Zoom meetings and Zoom Phone.

Requirements for using Zendesk within AI Companion

• Custom AI Companion add-on
• Custom AI Companion for third-party apps must be enabled by account owners and admins and the third-party app must be integrated with AI Companion
• Login credentials to Zendesk
• Zoom desktop app
  • Windows: 6.4.5 or higher
  • macOS: 6.4.5 or higher
  • Linux: 6.4.5 or higher

How to connect your Zendesk account to AI Companion

1. Sign in to the Zoom desktop app.
2. Click the Home tab or click the AI Companion icon from your active tab.
3. In the Write a message or type / for more field, click the add icon .
4. Click the My Apps tab then Zendesk.

Note: Authorizing the Zendesk app grants AI Companion access to Zendesk tickets as well as Zendesk metadata, including ticket requestors and assignees.

How to disconnect the Zendesk app

1. Sign in to the Zoom App Marketplace as an account admin or owner.
2. In the top-right corner, click Manage.
3. In the navigation menu, click Added apps, then Zendesk.
4. Click Connections.
5. Click the ellipsis icon , then Disconnect.

Note: Zendesk app configuration data is deleted when you uninstall the app from the Zoom App Marketplace.

How to create a Zendesk ticket using AI Companion

1. Sign in to the Zoom desktop app.
2. From an active product tab, click the AI Companion icon .
3. In the AI Companion side panel text box, type Create a Zendesk ticket
4. (Optional) Click the attach icon to link a file related to the ticket.
5. (Optional) Click Edit to update the Customer (email), Title or Ticket content, then click Create.
6. (Optional) Click View in Zendesk to view the ticket in your browser.

How to search Zendesk tickets using AI Companion

1. Sign in to the Zoom desktop app.
2. From an active product tab, click the AI Companion icon .
3. In the AI Companion side panel text box, type Search Zendesk
4. You can access list of Zendesk tickets that match your query, including:
   • Ticket title
   • Ticket number
   • Link to view each ticket in Zendesk
5. (Optional) Click View in Zendesk next to a ticket to open it in your browser.

How to summarize Zendesk tickets using AI Companion

1. Sign in to the Zoom desktop app.
2. From an active product tab, click the AI Companion icon .
3. In the AI Companion side panel text box, type Summarize Zendesk ticket
4. (Optional) Click View in Zendesk to view the ticket in your browser.

How to update a Zendesk ticket using AI Companion

1. Sign in to the Zoom desktop app.
2. From an active product tab, click the AI Companion icon .
3. In the AI Companion side panel text box, type Update Zendesk ticket
4. (Optional) In the AI Companion side panel text box, enter the Zendesk ticket title or number.
5. Click Edit to update the Customer (email), Title or Ticket content, then click Update.
6. (Optional) Click View in Zendesk to view the ticket in your browser.

How to delete a Zendesk ticket using AI Companion

1. Sign in to the Zoom desktop app.
2. From an active product tab, click the AI Companion icon .
3. In the AI Companion side panel text box, type Delete Zendesk ticket
4. (Optional) Click View in Zendesk to view the ticket in your browser.

How your data is used

Zoom's Zendesk marketplace app allows Zoom Communications Inc. access to your Zendesk tickets, requestors, and assignees. To do so, you'll need to share Zendesk permissions. The permissions you'll share with Zoom Communications Inc. include:

• Access Zendesk content: Zoom Communications Inc. will have permission to access your Zendesk tickets, requestors, and assignees.

By authorizing this connection, the Zendesk app maintains ongoing access to your information.