Enabling Zoom Virtual Agent Freshservice integration

Requirements for enabling Zoom Virtual Agent Freshservice integration

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

How to enable Zoom Virtual Agent Freshservice integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Marketplace tools, click Freshservice then Connect.
4. A new tab will open to begin the authentication process.
   • If you are already logged into Freshservice, your credentials will not be requested.
   • If you are not logged in, enter your Freshservice credentials and submit them.
5. Click Save.
   Once authentication is successful, the integration will appear on your Integrations page with an Active status.

How to use Freshservice integration with ZVA voice or chat agents

1. In the navigation menu, click AI Studio then Tool Templates.
2. Click the Marketplace tab.
3. Expand Freshservice for Zoom to view the list of supported tools.
4. Create a voice or chat agent and use the desired Freshservice tools accordingly.

Data security

Communications between this app and Zoom/Okta are encrypted:

• Protocol: TLS 1.2
• Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
• Key length: 128 bits
• Perfect Forward Secrecy: YES

This app stores access credentials in the local data store:

• Okta OAuth2 tokens and Zoom OAuth credentials (both user-level only) are stored in an encrypted database.