Documentation forService Desk

Setup: Labs - Built-in integration for Zoom

Introduction

Through the Labs module, you can set up a built-in integration with Zoom. If you have never used a feature in Labs before, read Setup: Labs to gain an understanding of how Labs works in Service Desk.

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Organization > Setup > Labs

Built-in process integrations

For Advanced and Premier customers.

Built-in process integrations are pre-configured connectors for popular third-party tools that are ready to use without any API knowledge. Instead of manually constructing HTTP requests and API payloads, you simply select the actions you want to perform on the target product and use the Field Mapping section to connect your Service Desk fields to the corresponding fields in the integrated product. Once configured, the integration is available as a step in your service catalog items, change catalog items, and runbooks, so your team can automate cross-product workflows in minutes.

Zoom credentials

Zoom uses the OAuth 2.0 Server-to-Server flow. Before you create the credential set in Service Desk, collect your Zoom account's Account ID, Client ID, and Client Secret from your Zoom app, and generate a base64-encoded authorization token from the Client ID and Client Secret.

Step 1: Create credentials

  1. Create a base64-encoded string of your Client ID and Client Secret in the format client_id:client_secret. Keep this value handy; you'll enter it as {based64_token} in the next step.

  2. Create the credential:

    1. Navigate to Setup > Account > Credentials and click Add.

    2. Select OAuth 2.0 as the authentication method.

    3. Enter the following:

      Field Value
      Authentication URL

      https://zoom.us/oauth/token?grant_type=account_credentials&account_id={account_id}

      where {account_id} is your Zoom account ID
      Additional Header

      Authorization: Basic {base64_token}

      where {base64_token} is the base64-encoded string of your Client ID and Client Secret generated above

      No request body is required for this credential.

      The {account_id} and {base64_token} placeholders above indicate where you substitute your own values. Omit the curly braces and enter only your actual Zoom account ID and base64 token.

    4. Click Save.

      Once saved, the header value is masked and displayed as asterisks, and this credential becomes available to select when you create or edit the Zoom process integration.

Step 2: Enable the Zoom built-in integration in Labs

  1. Navigate to Setup > Labs.

    ESM customers: navigate to Organization > Setup > Labs.

  2. Scroll down to Zoom Integration and switch the toggle to On.

  3. Select whether the feature should be on for all users or specific users. If you select Specific Users, click +Add Users and search the Add Recipients list to add users.

Step 3: Configure the Zoom built-in integration

From the process integrations page:

  1. Hover over the row for the built-in integration.

    ESM customers: navigate to IT Service Provider > Setup > Integrations > Process Integrations.

  2. Click the ellipsis on the far right of the row, and select Edit.

    The Edit Http Integration pane opens on the right.

  3. Under Actions, select the actions you want to allow.

    • Create Instant Meeting: Generates a Zoom meeting immediately and returns the URL.

    • Schedule Meeting: Creates a meeting for a specific future date and time based on ticket data.

    • Get Meeting Details: Retrieves information about an existing meeting, such as the actual start time or duration.

    • Delete Meeting: Cancels a scheduled meeting if the ticket is resolved or closed.

    • List Past Meeting Participants: Fetches the list of attendees after a session has ended for audit purposes.

    • Add Meeting Registrant: Automatically registers a user for a scheduled session.

    • Retrieve Recording Link: If the meeting was recorded to the cloud, this action fetches the secure playback link and posts it as a private comment in the ticket.

  4. For each action, map the product's fields to your Service Desk fields. When you create field mappings, Service Desk automatically displays the mandatory fields, marked with a red asterisk. You can then define additional mapping for other fields by using add/remove custom fields.

    Be sure that every mandatory field is mapped to a Service Desk field. Any information you want to send to the integrated product must be mapped so Service Desk knows what to send. If any Service Desk field shows as Not Set, you cannot save.

  5. Optionally, in Labs you can enable Output Variable Abstraction for Built-in Process Integrations. This feature enables extraction of output variables from API responses in built-in process integrations. Once enabled, output variable mappings can be configured for the Zoom built-in process integration, allowing you to capture response values. You can choose to enable for all users or specific users. API product fields to Service Desk fields are indicated by a right-facing arrow during the mapping process.

  6. Click Save.

  7. To take advantage of the integration, return to Process integrations and follow the instructions at Step 3: Add process integration to a workflow in a Service Catalog, Change Catalog, or Runbook.

Related topics

Setup: Labs