A Zendesk administrator must install the Cisco Webex app for Zendesk. Your Webex site administrator must enable Personal Room meetings, the Zendesk integration for your Webex site, and verify that your Webex site is updated to version 40.4 or later. You must also turn on cookies in your browser and if you use Safari, uncheck Prevent cross-site tracking in the privacy settings.

Start a Webex Personal Room Meeting in Zendesk

If you want to meet with the people working on your issue right away, you can start an instant meeting in your Webex Personal Room.

1

In a Zendesk ticket, click Start meeting in the Cisco Webex app on the right-hand side of the window.

Webex app

 

A message about the meeting, including a link to join, appears in the Public reply box. You can add any additional details in the box before submitting.

2

Click the arrow next to the Submit as [status] button and choose a status.

Submit menu
3

Click Join meeting from the message in the Conversations list to start your meeting.


 

Anyone with access to the ticket can see the message with the meeting details in the Conversations list and can click the Join meeting link to join.

Schedule a Webex Personal Room Meeting in Zendesk

If you want to meet at a specific time, you can schedule a meeting in your Webex Personal Room.


Each ticket can only have one scheduled meeting at a time.

1

In a Zendesk ticket, click Schedule meeting from the Cisco Webex app on the right-hand side of the window.

2

In the dialog box, enter the Meeting topic, Date, Time, and Meeting duration, and then click Schedule.


 

A message about the meeting, including a link to join, appears in the Public reply box. You can add any additional details in the box before submitting.

3

Click the arrow next to the Submit as [status] button and choose a status.

4

Click Start meeting from the Cisco Webex app to start your meeting.

Join a Webex Meeting in Zendesk

If you're following ticket and someone has either started an instant meeting or scheduled a meeting for that ticket, you'll see a message with the meeting details in the ticket Conversations list

Meeting message

To join the meeting, click the Join meeting link when it's time to join.

Cancel a Webex Personal Room Meeting in Zendesk

If you scheduled a meeting but no longer need to meet, you can cancel the meeting.

1

In a Zendesk ticket, click Cancel meeting from the Cisco Webex app on the right-hand side of the window.

Webex app
2

Click Yes to confirm that you want to cancel the meeting.


 

A message with the meeting details appears in the Public reply box. You can add any additional details in the box before submitting.

3

Click the arrow next to the Submit as [status] button and choose a status.

Submit menu
The cancelation message appears in the Conversations list of the ticket.

Create a Space in Zendesk

Create a Webex space for a ticket in Zendesk so that every collaborator can discuss the issue by sending messages. Creating a space adds every ticket collaborator to the space automatically.

1

From a Zendesk ticket, click Create a space in the Webex app on the right side of the window.

A space with the name of the ticket appears in the Webex app.
2

Hover over the information icon Information icon to see who belongs to the space.

3

Copy the link to the space from the comment that appears and paste it in your browser to open the space in Webex.

You can now send messages or share content in the space.