Setting up the Webex Contact Center integration with Zendesk

Embedded in the Zendesk agent console through the Marketplace app

Do

• Confirm that the Zendesk account is on a Zendesk Suite plan or has Support plus Talk Partner Edition, the plans the Marketplace listing names 64.
• Talk Partner Edition is included in Zendesk Customer Service Suite Team, Growth, Professional, Enterprise and Enterprise Plus and in Employee Service Suite Growth through Enterprise Plus, while legacy plans need a Talk Partner licence per agent who uses a third-party voice app 54.
• The Marketplace listing says the connector is free and included with a Webex Contact Center license 6.
• The Webex App Hub listing for Webex Contact Center for Zendesk says installation requires Control Hub administrator approval, so arrange that approval now 7.
• Plan the Zendesk layout so the softphone interface gets at least 500px, the minimum supported size in the Zendesk integration 48.
• Make sure agents will not depend on WebRTC browser audio, because WebRTC sign-in is not supported in the Zendesk connector 33.

Verify

• Your administrator account reaches both Control Hub and the regional Management Portal, as the prerequisites require 37.
• Suggested check: open the subscription page in the ticketing system and confirm the plan name before going further.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Confirm administrator access to Control Hub and agent access to Desktop 37.
• If the screen pop should show Zendesk data looked up in the flow, confirm that API authentication can be enabled in Zendesk and an API token issued, which Cisco's Zendesk IVR HTTP connector sample needs 21.

Verify

• Your administrator account reaches Control Hub, as the prerequisites require 37.
• Suggested check: confirm that the person who administers the ticketing system is available for Step 3 if you plan a data lookup.

Embedded in the Zendesk agent console through the Marketplace app

Do

• In Control Hub, go to Services > Contact Center > Tenant settings > Security, enter *.zendesk.com in the Content Security Policy Allowed List and click Add 11 38.
• The domain must be on the list because Agent Desktop embedded in an iframe of another domain requires that domain on the allowed list 10.

Verify

• After adding the domain, the Desktop takes 10 minutes to load in the iframe, and agents reload or sign in again to see the change 10.
• Suggested check: confirm the new entry is listed on the security page before moving on.

Rollback

• Remove the domain by clicking the x on its name; domains tagged in grey are mandatory and cannot be removed 12.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Choose how the screen pop will display: the options are New browser tab, Existing Screen Pop tab, which replaces the previous pop, and Inside Desktop, a tab in the Auxiliary Information pane 43.
• Prefer New browser tab, because with the Inside Desktop or existing-tab option, data an agent is entering in the screen pop is lost if the agent accepts a new call 42.
• Keep the pop-up blocker disabled in agent browsers, as the Desktop system requirements call for 67.

Verify

• Suggested check: on a test agent machine, confirm the browser allows new tabs to open from the desktop.

Embedded in the Zendesk agent console through the Marketplace app

Do

• Download Zendesk_Desktop_0.1.0_v1.2.2.json from the Zendesk folder of the CiscoDevNet webex-contact-center-crm-integrations repository 26.
• As of November 2025 the latest Zendesk connector widget version is 1.2.2, and administrators are expected to make every desktop layout for this connector use it 57.
• isCaseCreationForAllInboundCallsEnabled defaults to true and creates a ticket for every inbound call; set to false, a ticket is created only when the caller has no open or pending tickets 49.
• The ticket subject defaults to 'Call {activityDateTime}', can include CAD variables in braces through ticketDynamicSubject, and uses the date format MM.dd.yyyy hh:mm a unless dateTimeFormat is changed 53.
• ticketCustomFieldsMapping maps Webex Contact Center CAD variables to Zendesk ticket custom field IDs using wxccFieldName, zendeskTicketFieldID and isDefaultValueEnabled entries 51.
• The supported CAD variables for tickets are activityDateTime, interactionId (contact session ID), phoneNumber (ANI), direction, queueName and wrapupCode 8.
• ticketDynamicField and ticketDynamicFieldValue associate created tickets with a dynamic field value, for example a ticket_form_id 50.
• Setting advanceSearchCadVariableName (a CAD variable such as NPI) and advanceSearchCrmObjectName (an object field such as 'user npi:') makes the screen pop use an advanced search instead of the ANI 2.

Verify

• The edited file still targets widget version 1.2.2 57.

Rollback

• Suggested rollback: keep the unedited download alongside your edited copy and upload the original if the edits misbehave.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Skip this step if the screen pop needs no data lookup, because a custom connector is needed only when the HTTP Request endpoint requires authentication 13.
• Otherwise, create a Zendesk API token in Admin Center under Apps and integrations > APIs > Zendesk API; the credential takes the form {email_address}/token:{api_token}, base64-encoded in a Basic Authorization header 59.
• Create a custom connector in Control Hub under Services > Contact Center > Tenant Settings > Integrations > Connectors, where Basic Authentication is the default and OAuth 2.0 is the alternative 14.
• Cisco's Zendesk IVR HTTP connector sample uses a Control Hub Custom Connector with BasicAuth and a Zendesk API token 21.
• Zendesk's API reference marks API tokens as deprecated and says existing customers using basic authentication or API tokens will have to migrate to OAuth access tokens, without giving a deadline 58.
• Zendesk warns that API tokens can be used to impersonate anyone in the account, including admins 60.

Verify

• The organization stays within the limit of 10 custom connectors 13.
• Suggested check: confirm the new connector is listed on the connectors page with the expected authentication type.

Rollback

• Tokens are managed in Admin Center under Apps and integrations > APIs > Zendesk API 59.
• Suggested rollback: delete the connector, then delete the token so the credential cannot be reused.

Embedded in the Zendesk agent console through the Marketplace app

Do

• In Control Hub, go to Services > Contact Center > Desktop Experience > Desktop Layouts, click Create desktop layout, enter a name, choose the Zendesk agents' team, upload the edited JSON file and click Create 24.
• The Zendesk integration article instead says to create the layout in the Management Portal under Provisioning > Desktop Layout, click New Layout, upload the Zendesk Desktop Layout JSON file and save 27.

Verify

• A desktop layout assigned to a team generates the desktop experience for all agents who sign in as part of that team 30.
• If the team is missing from the drop-down, it already has a custom layout, because such teams do not appear there 31.

Rollback

• Assigning a custom layout to a team overwrote the global layout, which is the default for all teams 28.
• A desktop layout must be in an inactive state before it can be deleted 25.
• Suggested rollback: move the team back to its previous layout, set the new layout inactive, then delete it.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Flow Designer has no version control feature, so save a copy of the flow before you edit it 69.
• Add a Screen Pop activity to the AgentAccepted event flow, and optionally to the PhoneContactEnded event flow, where the activity is typically placed because it applies only once an agent is involved 44.
• Set the Screen Pop URL to your Zendesk URL, add Query Parameters from flow variables in {{variable}} syntax such as {{NewContact.ANI}}, and set a Screen Pop Desktop Label, which is shown as the hyperlink text 45.
• Set the display option you chose earlier, preferably New browser tab 43 42.
• Publish the flow; the flow version number counts how many times the flow has been published 69.

Verify

• The flow version number has increased after publishing, since it counts how many times the flow has been published 69.

Rollback

• Flow Designer undo and redo covers only the last 10 canvas actions 70.
• Suggested rollback: restore the saved copy of the flow and publish it, or remove the screen pop activity and publish again.

Embedded in the Zendesk agent console through the Marketplace app

Do

• If an older version of the Webex Contact Center for Zendesk app is installed, uninstall it before installing the latest version 55.
• Sign in to Zendesk, go to Settings > Marketplace, search for Webex Contact Center, select the app, choose the account from the drop-down and click Install 20.
• Complete any pre-install tasks on the app's How To Install tab, configure the app settings, review the Marketplace Terms of Use and click Install 63.
• Set the Desktop URL for your region 15:
  • North America: https://desktop.wxcc-us1.cisco.com 15
  • UK: desktop.wxcc-eu1.cisco.com 15
  • EU: desktop.wxcc-eu2.cisco.com 15
  • APJC: desktop.wxcc-anz1.cisco.com 15
• Cisco's set-up procedure then has you open the newly activated agent under Settings > Manage > People, click Manage in Admin Center, and select Admin from the Role drop-down 3.
• Optionally, in Admin Center under Apps and integrations > Apps > Zendesk Support apps, enable role restrictions, group restrictions or both in the app's settings 62.

Verify

• The app is listed in Admin Center under Apps and integrations > Apps > Zendesk Support apps 62.
• Suggested check: grant the elevated role to a single test agent first and confirm the integration works before changing other accounts.

Rollback

• On the Zendesk Support apps page, disable the app with its Enabled toggle, or remove it with Uninstall followed by confirmation 61.
• Suggested rollback: return each test agent to the role they held before this step and clear any access restrictions you added.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• If the pop should show the caller's open ticket, import Cisco's sample flow, which looks up the caller's Zendesk user ID by ANI, fetches that user's last open ticket, posts a comment to it, and uses event flows to show the ticket in a new browser tab when the agent answers 22.
• The sample needs a Control Hub Custom Connector with BasicAuth and a Zendesk API token, and API authentication enabled in Zendesk 21.
• Publish the flow after any change, since each publish increments the flow version number 69.

Verify

• Suggested check: run the flow's validation and confirm it publishes without errors.

Rollback

• Flow Designer has no version control feature 69.
• Suggested rollback: restore the copy of the flow saved in Step 4 and publish it.

Embedded in the Zendesk agent console through the Marketplace app + Yes - agents place outbound calls

Do

• Create an outdial entry point and strategy, enable outdial ANI in the agent profile, and map the outdial ANI to the entry point with a Dial Number-to-Entry Point mapping 36.
• The tenant limit is 1,000 outdial entry points 71.
• Optionally set the layout property outDialAni, for example +11234567890, to override the Management Portal outdial ANI value for click to dial 35.

Verify

• Any outDialAni value follows the form of the documented example, +11234567890 35.
• Suggested check: open the test agents' profile and confirm outdial ANI is enabled.

Rollback

• Suggested rollback: remove the override property from the layout, upload it again, and disable outdial ANI in the agent profile.

Standalone Agent Desktop with flow-driven screen pops into Zendesk + Yes - agents place outbound calls

Do

• Create an outdial entry point and strategy, enable outdial ANI in the agent profile, and map the outdial ANI to the entry point with a Dial Number-to-Entry Point mapping 36.
• The tenant limit is 1,000 outdial entry points 71.

Verify

• Suggested check: open the test agents' profile and confirm outdial ANI is enabled.

Rollback

• Suggested rollback: disable outdial ANI in the agent profile and remove the dial number mapping you added.

No - agents take inbound calls only

Do

• Skip the configuration the article requires before outdial works: an outdial entry point and strategy, outdial ANI enabled in the agent profile, and a Dial Number-to-Entry Point mapping 36.

Verify

• Suggested check: confirm the agent profile used by the test agents is unchanged.

Embedded in the Zendesk agent console through the Marketplace app

Do

• Sign in at https://<instance>.zendesk.com/agent/, click the Webex Contact Center icon in the upper-right toolbar, sign in with Desktop credentials and enter the Dial Number and Team 46.
• Choose the team that carries the Zendesk layout, because the layout applies to agents who sign in as part of that team 30.
• Keep Zendesk in one browser tab, because the embedded Desktop application is active in only one of several open tabs 34.

Verify

• If the desktop does not load in Zendesk, remember that it takes 10 minutes after the domain is added, and reload or sign in again 10.
• On the next sign-in, the same Dial Number and Team name appear automatically 47.

Rollback

• Suggested rollback: sign the test agent out.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Open the Desktop URL for your region, which the Zendesk article lists as https://desktop.wxcc-us1.cisco.com (North America), desktop.wxcc-eu1.cisco.com (UK), desktop.wxcc-eu2.cisco.com (EU) or desktop.wxcc-anz1.cisco.com (APJC) 15.
• Use one browser tab, because Agent Desktop cannot be accessed on multiple browsers or multiple tabs of the same browser window 72.

Verify

• Suggested check: confirm the test agent reaches the desktop and can change to an available state.

Rollback

• Suggested rollback: sign the test agent out.

Embedded in the Zendesk agent console through the Marketplace app

Do

• Call the entry point from a number stored on a Zendesk user, because on an incoming call the connector automatically searches for the customer record by ANI or phone number 18.
• Then call from an unknown number; when no matching record is found, the agent can create a new customer record and can create a ticket directly from the agent desktop 19.

Verify

• The matching customer record is found for the known number 18.
• A ticket is created according to isCaseCreationForAllInboundCallsEnabled: for every call when true, and only when the caller has no open or pending tickets when false 49.
• The ticket subject follows the default 'Call {activityDateTime}' or your ticketDynamicSubject pattern 53.
• Mapped custom fields carry the CAD variable values you mapped 51.

Rollback

• Suggested rollback: delete the test tickets and test customer records.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Call the entry point and answer as the test agent, which triggers the AgentAccepted event flow that holds the Screen Pop activity 44.

Verify

• The Screen Pop Desktop Label appears as the hyperlink text 45.
• With New browser tab chosen, the pop opens in a new browser tab 43.
• If you used the sample flow, the caller's last open ticket shows in a new browser tab 22.

Rollback

• Suggested rollback: delete any test comments or records created during the call.

Embedded in the Zendesk agent console through the Marketplace app + Yes - agents place outbound calls

Do

• Open the customer's ticket in the Zendesk agent console, click the Apps icon in the right panel and select Call under the Webex Contact Center app 9.

Verify

• If you set outDialAni, the call uses that value, because it overrides the Management Portal outdial ANI for click to dial 35.
• Suggested check: answer the test call on a separate phone and confirm the number it displays.

Standalone Agent Desktop with flow-driven screen pops into Zendesk + Yes - agents place outbound calls

Do

• The documented click-to-dial procedure runs from the Webex Contact Center app in the Zendesk agent console, so in this branch agents do not dial from a Zendesk ticket 9.
• Outdial works only once the outdial entry point, agent profile setting and Dial Number-to-Entry Point mapping are in place 36.

Verify

• Suggested check: place a test outbound call from the desktop, answer it on a separate phone and confirm the number it displays.

No - agents take inbound calls only

Do

• Skip this test, because the outdial prerequisites were not configured 36.

Verify

• Suggested check: confirm agents have been told that outbound calling is not part of this rollout.

Embedded in the Zendesk agent console through the Marketplace app

Do

• During a test call, navigate from the ticket that opened to a different ticket, because the connector links the call to the ticket the agent has navigated to and updates that ticket after the call ends 52.
• End the call and select a wrap-up code, since the Marketplace listing says the app automatically creates customer call activity logs with customizable call wrap-up codes 4.

Verify

• The ticket you navigated to is the one updated, not the one that opened on arrival 52.
• A call activity log with the selected wrap-up code is present 4.
• Suggested check: record exactly which fields and comments changed on the ticket so you have a baseline for later upgrades.

Rollback

• Suggested rollback: delete the test tickets.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• In this branch, data reaches Zendesk only if the flow writes it, as Cisco's sample does by posting a comment to the caller's last open ticket 22.

Verify

• If you used the sample flow, the comment is on the caller's last open ticket 22.

Rollback

• Suggested rollback: delete the test comments, or remove the write activity from the flow and publish again.

Embedded in the Zendesk agent console through the Marketplace app

Do

• Record the widget version in your run book: as of November 2025 the latest Zendesk connector widget version is 1.2.2 57.
• Brief agents that WebRTC sign-in is not supported in the Zendesk connector 33.
• Track granular agent state control per media type, which a 2026-04-30 What's new entry describes with a tenant-level Control Hub toggle available until 2026-10-29, after which the feature goes to general availability 16.

Verify

• Every desktop layout for this connector uses the latest widget version, as administrators are expected to ensure 57.

Standalone Agent Desktop with flow-driven screen pops into Zendesk

Do

• Plan the move from the API token to OAuth, because Zendesk says existing customers using basic authentication or API tokens will have to migrate to OAuth access tokens 58.
• Custom connectors support OAuth 2.0 as an alternative to Basic Authentication 14.
• Protect and rotate the token, because Zendesk warns that API tokens can be used to impersonate anyone in the account, including admins 60.

Verify

• Suggested check: after each credential change, place a test call and confirm the lookup still returns data.