A Zendesk administrator must install the Cisco Webex Meetings 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.

Zendesk Users

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 Meetings app on the right-hand side of the window.


 

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.

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.

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 Meetings 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 Meetings app to start your meeting.

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

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

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 Meetings app on the right-hand side of the window.

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.

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

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 of Configure Cisco Webex Meetings for Zendesk under "Zendesk Administrators."
3

In Zendesk Support, go to the Marketplace and 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.