Enabling Zoom Virtual Agent Freshdesk integration

Requirements for enabling Zoom Virtual Agent Freshdesk integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to enable Zoom Virtual Agent Zendesk integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Click Connect in the support menu for Freshdesk.
4. On the connection page, provide the following:
   A new tab will open and take you to the authentication flow. If you are already logged into Freshdesk, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
   • In the Connection Name field, enter a display name for your connection.
   • In the Domain field, enter the associated subdomain.
   • In the API Key field, enter the key associated to the instance.
5. Click Submit.
6. In the navigation menu, click AI Studio then Integrations.
   You will see the Freshdesk application with a Connected status.

How to reconnect the Freshdesk integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Navigate to the list view and in the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
4. (Optional) Edit the integration details.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Freshdesk, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Studio then Integrations.
   You will see the application with a Connected status.

How to delete the Freshdesk integration connection settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Connected tab, click the ellipsis icon to the right of the Freshdesk application then Delete.
4. Click Delete to confirm.

How to set up Freshdesk support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click the Support Channels tab.
4. In the Channel Management sub-tab, click Add Channel.
5. In the Add Channel dialog box, perform the following:
   • Under Channel Source, select Integration.
   • Under Support Channel Name, enter a display name for your support channel.
   • Under 3rd Party Support Channels, select Freshdesk connection.
   • Under Channel Type, select CRM Ticket Form.
   • Under Ticket Form, select Basic Ticket Form from the drop-down.
   • Select the respective handoff settings.
6. Click Add.

How to connect the Freshdesk support channel to a bot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click an existing classic chatbot or create a classic chatbot.
   If editing a classic chatbot, you will be directed to the Settings tab.
4. Under Intent Settings, select and add associated intent domain from the list.
5. Under Support Channels, click Manage Channels.
6. Click the Third Party Channels tab.
7. Select your Freshdesk support channel as the default support channel to be used for the bot.
8. Click Save.
9. Next to the chatbot’s name, click the Publish button to publish the bot.

How to create a chat agent and add the Freshdesk support channel

1. Create a chat agent.
2. In the chat agent’s settings, go to the Support section and select the Freshdesk support channel from the list. If it is not available, click Add support channels to navigate to the Support Channel page and create a new support channel.

Consumer experience

• Engagement begins when a consumer starts interacting with the ZVA chat agent. If the consumer is unable to get answers from ZVA’s responses, they can choose to escalate by creating a support ticket in Freshdesk CRM.
• The consumer sees a support channel link and clicks it to open a ticket form. They are then prompted to provide basic details:
  • Name
  • Email
  • Subject
  • Description
• After submitting the form, a ticket is created in the CRM, and the consumer receives an email acknowledgment.

How the data is managed