Using Zendesk within ZoomMate

The ZoomMate integration with Zendesk allows you to create, review, and manage Zendesk tickets directly from your Zoom meetings and Zoom 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 ZoomMate

• Zoom AI for third-party apps must be enabled by account owners and admins and the third-party app must be integrated with ZoomMate
• Login credentials to Zendesk
• Zoom Workplace 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 with ZoomMate

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, click the add icon .
4. Click Connectors. 
5. Search for Zendesk, then click Connect.
6. Enter your Zendesk account details.

Note: Authorizing the Zendesk app grants ZoomMate access to Zendesk tickets and 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

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, enter 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

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, enter 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

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, enter Summarize Zendesk ticket.
4. (Optional) Click View in Zendesk to view the ticket in your browser.

How to update a Zendesk ticket

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, enter Update Zendesk ticket.
4. (Optional) In the chat 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

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the ZoomMate tab.
   Note: If you do not see the ZoomMate tab, click the More tab , then click ZoomMate.
3. In the chat box, enter 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.