Enabling the Zoom Meeting integration     

1. Log in to your Zoho Desk account with admin access. 
   
2. Navigate to Setup > Integrations > Marketplace > All Extensions. 
   
3. Click Zoom Meeting for Zoho Desk.
   
4. Click Install. 
   
5. Choose the Portal for which the extension is required.
   
6. Agree to the terms and conditions and install the extension.
   
   
   
   
7. Click the General Settings tab. 
   
   
8. Select the Department and the Profiles required for this extension from the drop-down list.
   
9. Click Save. 

Authorisation of Connections

Note: To complete the authorization, the user must have Manage Marketplace permission in Zoho Desk and admin access in Zoom Meeting. 

Sigma authorization: 

1. Click the ZApps External Client authorization. You will be redirected to Sigma authorization.
   
2. Click Accept to complete the authorization. 
   

Zoho Desk authorization:

         

Zoom Meeting authorisation:

1. Click Authorise. 
   
   
2. In Zoom Meeting for Zoho Desk DRE page, click Connect.
   
   
3. In the Zoom Meeting login page, enter your email address and password. 
4. Click Accept.  
   

1. Select and open the desired ticket. 
   
2. Click the More icon. 
   
3. Select Meet now or Schedule now option.
   
4. On the Create Event page, do the following:
   
5. Event Subject is auto-populated with Ticket Subject. Users can edit it if needed.
   
6. Status is set as not started by default.
   
7. Select the Start time and the Duration of the meeting.
   
8. In the Contact Name field, the Contact mentioned in the ticket is auto-populated. However, it can be removed and another contact can be added.  
   
9. The Priority can be set as High, Highest, Low, Lowest or Normal.
   
10. The Event Owner is the ticket owner by default. It can be edited if required.
    
11. Enter a Description, if needed.
    
12. Set Reminder as required.
    By default, Set reminder is on; the agent can disable it if required.  
13. Select the Meeting type as Audio or video. 
    
14. Select the participants from the drop- down list as: Agent, Contacts, or Others.
    By default, the agent and the contact of the ticket are added. Additional agents or contacts can also be added. External stakeholders email addresses can also be added.

Note: Secondary contacts or CCs can either be added by selecting the contact option and selecting the secondary contact from the list or entered manually. 

           

1. Click Schedule now or Meet now. 
   

Note: The event owner (agent) must be an active user in Zoom in order to create a meeting.

Initiating the Zoom Meeting

Meeting details, such as the Duration, Link, Meeting ID, Password, Participants, and the link of the Meeting Recording, will be added to the conversation, and the status will be marked as Completed once the scheduled start time and overall duration of the meeting are elapsed. 

1. Open the desired ticket in the detailed view. 
   
2. The details of the meeting scheduled are available as a conversation. 
   
3. Click the Zoom meeting link to join the meeting directly. 
   

1. Open the desired ticket in the detailed view. 
   
2. Click the Activity tab.
   
   
3. Choose the required Zoom Meeting event. 
   
4. From the event information page, click the Zoom Meeting icon ().
   
5. Click Start Meeting. 
   

            

1. Navigate to the Activities module.
   
2. Select and open the desired activity.
   
3. From the event information page, click the Zoom Meeting icon ().
   
4. Click Start Meeting. 
   

1. Navigate to the Contacts module.
   
2. Click on the desired contact.
   
3. Click the Activity tab.
   
4. Choose the required Zoom Meeting event.
   
5. From the event information page, click the Zoom Meeting icon ().
   
6. Click Start Meeting. 
   

1. Navigate to Setup > Integrations > Marketplace > Installed extensions.
   
2. Click the Zoom Meeting for Zoho Desk extension. 
   
3. Toggle the Enable option.
    
4. Click Disable to confirm.  

           

Uninstalling Zoom Meeting extension

1. Navigate to Setup > Integrations > Marketplace. 
   
2. Go to Installed extensions.
   
3. Click the Zoom Meeting for Zoho Desk extension. 
   
4. Select the More option in the top-right corner of the extension.
   
5. Click Uninstall Extension, then Confirm. 
   

Note: Single Active Zoom Connection per User

When the user connects their Zoom account to Zoho Desk, Zoom generates a key to activate the link. This lets the user create meetings and sync data without logging in each time. However, Zoom allows only one active connection per user. If the user tries to reconnect Zoom to Zoho Desk, the previous connection will automatically stop working. Therefore, each user can only have one Zoom Meeting extension installed per portal.