Prerequisites Zoom Contact Center Zendesk integration

Zoom web portal account owner or admin privileges
Zoom Contact Center license
Talk Partner Edition for Zendesk
Objects enabled in Zendesk

How to install and set up Zoom Contact Center

Install the Zoom Contact Center for Zendesk app

The first step is to install Zoom Contact Center using the marketplace listing.

From Zendesk, navigate to the Admin Center
Select Apps and integrations
At the top of the screen will be a button that says “Marketplace”, click it to visit the Zendesk Marketplace
Locate the page for Zoom Contact Center
There is a large button in the top right which says “Install”, click it
On the installation confirmation page click “Install”
The app is now installed!

Enable Zoom integration and add the Zendesk Connection

A Zoom admin must authorize the Zoom Contact Center service with the Zendesk application. This will enable the Zoom agent experience within Zendesk.

Note: Before starting, you must contact Zoom Support to enable the integrations menu in the Zoom web portal.

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Integrations.
In the Applications tab, click Add.
On the Select application page, specify the following:

Choose the external application you would like to connect with: Select Zendesk.
Select connection method: select OAuth.

Click Next.
On the Setup your external application page, specify the following:

Name your connection: This name will be used to represents this connection inside Zoom Contact Center.
Subdomain: Enter the subdomain for your Zendesk instance.

Click Save & Connect.

In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Zendesk.

In the navigation menu click Contact Center Management then Integrations. You will see the Zendesk application with a Connected status.

Set client integration for Contact Center users

Sign in to the Zoom web portal.
In the navigation menu click Contact Center Management then Users.
Find a user to enable the Zendesk integration for.
In the last column, click the ellipses icon (...), then click Edit.
Next to Client Integration, select Zendesk.
Click Save.

How to edit the Zendesk integration settings

Once established, you cannot edit the Zendesk integration connection. You can delete the connection if needed and re-create it in the event that your Zendesk subdomain changes.

Post Install

During the first call, a one time configuration is performed which requires the user to have Zendesk administrator permissions, please perform a test call to verify the functionality with an admin user.

Zoom Contact Center

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