Zendesk Administrators

1. Sign into Zendesk Support as an administrator and go to Settings > API.
2. Enable token access and create a new API token. Keep this token handy, you'll need it later.

Webex Site Administrators

1. Do one of the following: ⦁ If you manage your Webex site in Cisco Webex Control Hub, from the customer view in https://admin.webex.com, go to Services. Under Meeting, select Sites, choose the site you want to add to Zendesk, and then go to Configure Site > Common Settings > Site Options. ⦁ If you manage your Webex site in Cisco Webex Administration, sign in to Webex Site Administration and then go to Configuration > Common Site Settings > Options.
2. Under Third-Party Integration, go to the Zendesk configuration section and enter the information for the following fields: ⦁Zendesk subdomain---enter your Zendesk URL, for example, subdomain.zendesk.com. ⦁Zendesk admin email---your email address for your Zendesk administrator. ⦁Zendesk API token---the token that you or the Zendesk administrator created in step 2 under Zendesk Administrators.
3. In Zendesk Support, go to the Marketplace, search for Cisco Webex Meetings, and then click Install.
4. Follow the installation instructions and when prompted, enter your Webex site URL in the format company.webex.com.

To learn more about this integration, see the following help articles:

⦁Explore Cisco Webex Meetings for Zendesk

⦁Cisco Webex Meetings for Zendesk

For support with Cisco Webex Meetings for Zendesk, go to https://cisco.com/go/contact-support-webex-meetings

You can try our App during a trial period of 7 days. Although you enter your payment information, you won't be charged until the trial ends.

File Manager Instructions

1. Install the App;
2. The File Manager will appear automatically in the side bar;
3. Navigate to an Organization, User or Ticket and the File Manager panel will appear;
4. Open the File Manager and feel free to explore the features.

Have any question or suggestion?

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Setup

Install Upscope in 3 steps

1. If you have not done so already, create your Upscope account on https://upscope.io. There's a free trial available.
2. Once you're logged into Upscope, go to your settings > integrations and click on Connect to Zendesk. It will generate a Token for you.
3. Copy that Token and return to Zendesk. Go to the Marketplace and search for Upscope and choose to install the app. Paste in the Token when prompted. Please note that you have to be signed into Zendesk as an admin. During the Upscope sign up process you'll have received your javascript snippet to add to your website. Upscope requires this snippet to be added to all pages on which you wish to cobrowse.

Using the App

To confirm that Upscope is installed correctly, log into Upscope and you'll see a list of users who are currently on your website.

You can run a test of the Upscope Zendesk integration by going onto your website and starting a chat. Within Zendesk you'll see the Upscope 'Screen sharing' button appear on the right hand side for that user's chat.

Click the screen sharing button and, if permissions are enabled, a pop-up will appear in the browser asking the user for permission to screen share.

Click yes and begin co-browsing. You are able to not only scroll, click and type for the user but use the pen tool to draw on objects or around objects to bring the user's attention to them.

If the user has, for example, phoned in rather than began a chat or a ticket, you can identify their screen by asking them for their 4 digit support code which can be added to your site footer or header or generated by the user through tapping the Ctrl key 5 times. Ask the user for that code and enter it into the Upscope app on Zendesk to go straight to their screen and begin co-browsing.

Contact the Upscope team on our live chat if you have any questions.

Simply install the app. Once installed, open up Customer 360 setup from the left navigation bar to configure your dashboards and buttons.

Please contact us if you have any questions or would like our team to walk you through setup.

App tags: analytics, dynamic, embed, iframe, custom buttons, hyperlinks, integration, backend, admin, customer 360, 360-degree view, business intelligence, looker, mode analytics, tableau, microsoft power bi, stripe, shopify, salesforce, crm, erp

Install the Download Recordings app. No additional settings are required.

Administrators can modify the settings to allow access to the appropriate groups and roles that need access to Talk recording downloads.

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Setup

Install Zoom for Zendesk in four steps

Step 1: Get the API token from Zendesk

To get the Zendesk API token: In the Support mode, click on the gear icon on the left, then under Channels section, click on the API link, and create a token under the Token Access section. Enable the token and add an active token.

Step 2: Enable Zendesk in Zoom

Login to your Zoom account. In the pane on the left, click on Advanced, then Integration. Scroll down to the Zendesk entry. If you have upgraded your Zoom account to allow integrations, you will see a Configure link to the Right of the Zendesk description. Click on the Configure link.

Set your full <subdomain>.zendesk.com URL, Zendesk admin email, and Zendesk API token.

Zoom validates these parameters with Zendesk; if the values are incorrect, you will get the following error message: Zendesk setting is invalid.

Step 3: Get API Key and Secret from Zoom

Navigate to Zoom's Marketplace. If you already have a JWT API app, select that app; otherwise, create a JWT API app. Open the JWT app settings, and extract the API key / secret.

Step 4: Install the Zoom app for Zendesk

Sign into Zendesk as an admin. Go to the Marketplace and search for Zoom.

Install the Zoom for Zendesk app, and enter the Zoom API Key and Secret during installation.

Using the App

Start an instant meeting

When viewing a ticket, click on the Apps button to show the Zoom meeting options in the sidebar.

Click on the Start a Meeting button to launch an instant Zoom meeting. The Zendesk app will add a message to the conversation, as a public reply, that includes a link to the Zoom meeting. The agent can annotate this message before submitting it.

Once the message is posted in the conversation, the customer can click the link to join the Zoom meeting.

Schedule a meeting

Click on the Schedule a Meeting button to launch the Zoom meeting schedule dialog.

The dialog auto-fills the Topic field with the ticket title. Assignee When is the current date/time, in the assignee’s time zone. Requester When is the corresponding date/time in the Requester’s time zone.

Click Save to schedule the meeting and post a summary message containing the join URL to the conversation as a public reply. Annotate the message before Submitting the reply.

Meeting Ended

After the meeting ends, the agent will receive a private conversation entry, with the meeting summary, including: meeting topic, start time, end time, duration in minutes, and list of participants.

Meeting Recording

If more than one person attends the meeting, and if one or more recordings are created during the meeting, then when the meeting ends, the Zoom app will send a notification to the Zendesk conversation that includes URLs to the recording links.

By clicking on the recording links, you can watch the recording online or download it without signing into Zoom.

To activate your 7 day free trial, install the app and enter your payment information. We won't charge your card until the end of your trial.

Voucher Code Instructions

1. Instalar la aplicación
2. Open the Nav-bar location, and follow the instructions
3. Create your voucher code categories
4. Import a csv file to a specific category (each category needs their own CSV file)
5. Add [voucher_code] to macro's to toggle a pop-up for an agent whenever the macro is applied or automatically apply the correct voucher code (see our Help Center on how to do that)
6. Have fun, save time and share voucher codes/discount codes/coupon codes (or any other type of codes) straight from a Zendesk Support ticket.

Have any questions or how voucher, discount or coupons can be applied?

Check out our Help Center.