# Setting up the Webex Contact Center integration with Zendesk Systems: Webex Contact Center to Zendesk For Webex Contact Center administrators who hold, or work with someone who holds, Zendesk admin rights. Canonical: https://warmtransfer.net/guides/wxcc-zendesk-setup Last verified: 2026-10-02 Integrating Webex Contact Center with the Zendesk console lets agents launch the Webex Contact Center Desktop from within Zendesk[^23]. Alternatively, a Flow Designer Screen Pop activity opens a configured URL once an agent is involved in the call, and Cisco's sample flow uses event flows to show the caller's Zendesk ticket in a new browser tab when the agent answers[^44][^22]. ## Before you start - The Marketplace listing says the Webex Contact Center app is available to customers on a Zendesk Suite plan or with Support plus Talk Partner Edition, so choose the standalone branch if your account has neither[^64]. - Signing in to Agent Desktop with WebRTC inside a CRM connector is supported only for the Salesforce and Microsoft Dynamics connectors, so it is not supported in the Zendesk connector[^33]. - The Marketplace listing says the app applies only to the new Webex Contact Center platform, not Webex Contact Center 1.0[^5]. - Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors[^65]. - Access to Webex Contact Center, administrator access to Control Hub (admin.webex.com) and the regional Management Portal, and agent access to Desktop, which the Zendesk integration article lists as prerequisites[^37]. - A Zendesk developer portal account, which the article lists as a prerequisite and says can be created from zendesk.com with Free trial[^39]. - Browsers at or above the Agent Desktop minimums of Chrome 144+, Microsoft Edge 144+ and Firefox 140+, with Cisco recommending the latest stable versions[^66]. - Browsers with cookies and site data enabled and the pop-up blocker disabled, as the Desktop system requirements call for[^67]. - For Firefox ESR V104.0 or later on Windows or macOS, Cisco instructs disabling the Enhanced Tracking Protection toggle for the Desktop URL[^68]. See also [Customizing the Webex Contact Center Agent Desktop layout](https://warmtransfer.net/knowledge/wxcc-desktop-layout-setup), [Setting up screen pops and CAD variables in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-screen-pop-setup), [Setting up agent outdial in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-outdial-setup) and [Troubleshooting Webex Contact Center CRM connectors](https://warmtransfer.net/knowledge/wxcc-crm-connector-troubleshooting). ## What changes by situation - Where will agents run the Webex Contact Center desktop? Embedded in the Zendesk agent console through the Marketplace app; Standalone Agent Desktop with flow-driven screen pops into Zendesk. - Will agents place outbound calls? Yes - agents place outbound calls; No - agents take inbound calls only. ## Step 1: Confirm prerequisites **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. ## Step 2: Prepare the desktop for Zendesk content **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. ## Step 3: Prepare the configuration **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. ## Step 4: Deploy the desktop experience **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. ## Step 5: Connect the Zendesk side **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. ## Step 6: Configure outdial **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. ## Step 7: Sign in as a test agent **Embedded in the Zendesk agent console through the Marketplace app** ### Do - Sign in at `https://.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. ## Step 8: Test an inbound call **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. ## Step 9: Test an outbound 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. ## Step 10: Test activity logging and ticket linking **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. ## Step 11: Hand over and maintain **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. ## Applicability The connector layout properties used here are documented for widget 1.2.2, which is the latest version as of November 2025[^57]. The Marketplace app applies only to the new Webex Contact Center platform, not Webex Contact Center 1.0[^5]. The Zendesk article lists Desktop URLs for North America, UK, EU and APJC only[^15]. Applies to: Cisco Webex Contact Center, Zendesk Support, Zendesk Marketplace, Cisco Webex App Hub, Zendesk Talk Partner Edition, and Zendesk API. Deployments: multi-tenant. Sources checked 2026-10-02. ## What remains uncertain Why Cisco's procedure gives agents the Zendesk Admin role, and whether every agent needs it, is not covered by the sources below. Whether Webex Contact Center agent state is reflected in Zendesk, and how granular agent state control behaves in the embedded desktop, is not covered by the sources below. Which ticket fields or comments the connector writes when it creates a call activity log is not covered by the sources below. The exact Zendesk agent-console URL pattern to use as a standalone Screen Pop URL for a search or user lookup is not covered by the sources below. Whether the Inside Desktop display option needs a Content Security Policy entry, and whether Zendesk allows its pages to be framed there, is not covered by the sources below. The data locality article lists data center locations in the United States, Canada, the United Kingdom, Germany, Singapore, Australia, Japan and India[^73]. The Desktop URL for a tenant hosted outside the 4 listed Desktop URL regions is not covered by the sources below. Which of the 2 documented desktop layout paths, Control Hub or the Management Portal, applies to a given tenant is not covered by the sources below. ## Sources [^1]: Cisco's article does not explain why the Admin role is needed or whether every contact center agent needs it, so granting Zendesk Admin to all agents may give broader rights than the connector needs (inferred). Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Set up Webex Contact Center for Zendesk. Checked 2026-10-02. [^2]: 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. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table. Checked 2026-10-02. [^3]: The Cisco set-up procedure has the administrator open the newly activated agent under Settings > Manage > People, click Manage in Admin Center, and select Admin from the Role drop-down. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Set up Webex Contact Center for Zendesk. Checked 2026-10-02. [^4]: The Marketplace listing says the app automatically creates customer call activity logs with customizable call wrap-up codes. Source: [Webex Contact Center App Integration with Zendesk Support](https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/), Listing features. Checked 2026-10-02. [^5]: The Marketplace listing says the app applies only to the new Webex Contact Center platform, not Webex Contact Center 1.0. Source: [Webex Contact Center App Integration with Zendesk Support](https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/), Listing overview, note. Checked 2026-10-02. [^6]: The Marketplace listing says the connector is free and included with a Webex Contact Center license. Source: [Webex Contact Center App Integration with Zendesk Support](https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/), Listing overview, pricing. Checked 2026-10-02. [^7]: The Webex App Hub listing for Webex Contact Center for Zendesk says installation requires Control Hub administrator approval. Source: [Webex Contact Center for Zendesk (Webex App Hub listing)](https://apphub.webex.com/applications/webex-contact-center-for-zendesk), Listing requirements. Checked 2026-10-02. [^8]: The connector supports these CAD variables for tickets: activityDateTime, interactionId (contact session ID), phoneNumber (ANI), direction, queueName and wrapupCode. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Supported CAD variables. Checked 2026-10-02. [^9]: For an outgoing call the agent opens the customer's ticket in the Zendesk agent console, clicks the Apps icon in the right panel and selects Call under the Webex Contact Center app. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Outgoing calls. Checked 2026-10-02. [^10]: When Agent Desktop is embedded in an iframe of another domain, that domain must be on the allowed list, and after adding it the Desktop takes 10 minutes to load in the iframe; agents reload or sign in again to see the change. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1/Set-up-security-for-Webex-Contact-Center), Content Security Policy Allowed List, iFrame note. Checked 2026-10-02. [^11]: The Content Security Policy Allowed List is in Control Hub under Services > Contact Center > Tenant settings > Security, where you enter a domain and click Add. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1/Set-up-security-for-Webex-Contact-Center), Content Security Policy Allowed List. Checked 2026-10-02. [^12]: A domain is removed from the allowed list by clicking the x on its name; domains tagged in grey are mandatory and cannot be removed. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1/Set-up-security-for-Webex-Contact-Center), Content Security Policy Allowed List. Checked 2026-10-02. [^13]: An organization can have up to ten custom connectors, and a custom connector is needed only when the HTTP Request endpoint requires authentication. Source: [Custom connector for Webex Contact Center](https://help.webex.com/en-us/article/n4u702ab/Custom-connector-for-Webex-Contact-Center), Custom connector overview. Checked 2026-10-02. [^14]: Custom connectors are created in Control Hub under Services > Contact Center > Tenant Settings > Integrations > Connectors, with Basic Authentication as the default and OAuth 2.0 as an alternative. Source: [Custom connector for Webex Contact Center](https://help.webex.com/en-us/article/n4u702ab/Custom-connector-for-Webex-Contact-Center), Create a custom connector. Checked 2026-10-02. [^15]: During install the Desktop URL is set by region: https://desktop.wxcc-us1.cisco.com (North America), desktop.wxcc-eu1.cisco.com (UK), desktop.wxcc-eu2.cisco.com (EU) and desktop.wxcc-anz1.cisco.com (APJC). Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Install Webex Contact Center for Zendesk, step 8. Checked 2026-10-02. [^16]: A 2026-04-30 What's new entry describes granular agent state control per media type, with a tenant-level Control Hub toggle available until 2026-10-29, after which the feature goes to general availability. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center), Entry dated 2026-04-30, Granular agent state control by media type. Checked 2026-10-02. [^17]: Cisco publishes a 'Zendesk HTTP Connector for Webex Contact Center' help article, updated 2024-09-25, as a PDF flow template for working with Zendesk through the HTTP connector. Source: [Zendesk HTTP Connector for Webex Contact Center](https://help.webex.com/en-us/article/ni08gpb/Zendesk-HTTP-Connector-for-Webex-Contact-Center), Page header and embedded PDF link. Checked 2026-10-02. [^18]: On an incoming call the connector automatically searches for the customer record by ANI or phone number. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Supported features, Incoming calls. Checked 2026-10-02. [^19]: When no matching record is found on an incoming call, the agent can create a new customer record, and can create a ticket directly from the agent desktop. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Supported features, Incoming calls. Checked 2026-10-02. [^20]: To install, 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. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Install Webex Contact Center for Zendesk, steps 1-7. Checked 2026-10-02. [^21]: Cisco's Zendesk IVR HTTP connector sample uses a Control Hub Custom Connector with BasicAuth and a Zendesk API token, and needs API authentication enabled in Zendesk. Source: [Zendesk IVR HTTP connector sample (README)](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk/zendesk-ivr-http-connector), README, connector setup and prerequisites. Checked 2026-10-02. [^22]: The sample flow 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. Source: [Zendesk IVR HTTP connector sample (README)](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk/zendesk-ivr-http-connector), README, Section 1 and Section 2. Checked 2026-10-02. [^23]: Integrating Webex Contact Center with the Zendesk console lets agents launch the Webex Contact Center Desktop from within Zendesk. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Opening overview paragraph. Checked 2026-10-02. [^24]: In Control Hub, desktop layouts are under Services > Contact Center > Desktop Experience > Desktop Layouts: click Create desktop layout, enter a name, choose a team, upload the JSON file and click Create. Source: [Manage desktop layouts](https://help.webex.com/en-us/article/60x9ji/Manage-desktop-layouts), Create a desktop layout. Checked 2026-10-02. [^25]: A desktop layout must be in an inactive state before it can be deleted. Source: [Manage desktop layouts](https://help.webex.com/en-us/article/60x9ji/Manage-desktop-layouts), Delete a desktop layout. Checked 2026-10-02. [^26]: The Zendesk desktop layout JSON is published in the CiscoDevNet webex-contact-center-crm-integrations repository Zendesk folder as Zendesk_Desktop_0.1.0_v1.2.2.json. Source: [webex-contact-center-crm-integrations: Zendesk folder and repository README](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk), Zendesk/ folder listing. Checked 2026-10-02. [^27]: The Zendesk article 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. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Set up Desktop Layout. Checked 2026-10-02. [^28]: Assigning a custom desktop layout to a team overwrites the global layout, which is the default layout for all teams. Source: [Manage desktop layouts](https://help.webex.com/en-us/article/60x9ji/Manage-desktop-layouts), Create a desktop layout. Checked 2026-10-02. [^29]: The Zendesk article's Management Portal path for desktop layouts is probably out of date; the current desktop layout article places layouts in Control Hub, so administrators should expect to do this step in Control Hub (inferred). Source: [Manage desktop layouts](https://help.webex.com/en-us/article/60x9ji/Manage-desktop-layouts), Create a desktop layout, compared with jg2krv 'Set up Desktop Layout'. Checked 2026-10-02. [^30]: A desktop layout assigned to a team generates the desktop experience for all agents who sign in as part of that team. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), Introduction. Checked 2026-10-02. [^31]: A team that already has a custom layout does not appear in the team drop-down when creating a desktop layout. Source: [Manage desktop layouts](https://help.webex.com/en-us/article/60x9ji/Manage-desktop-layouts), Create a desktop layout, General settings. Checked 2026-10-02. [^32]: Neither the Cisco Zendesk integration article nor the Marketplace listing says that Webex Contact Center agent state is synchronized to Zendesk; agent state appears to be handled only in the embedded Desktop (inferred). Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Whole article: no agent-state section. Checked 2026-10-02. [^33]: Signing in to Agent Desktop with WebRTC inside a CRM connector is supported only for the Salesforce and Microsoft Dynamics connectors, so it is not supported in the Zendesk connector. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Limitations note under usage. Checked 2026-10-02. [^34]: If Zendesk is open in several browser tabs, the embedded Desktop application is active in only one of them. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Usage notes. Checked 2026-10-02. [^35]: The layout property outDialAni (for example +11234567890) overrides the Management Portal outdial ANI value for click to dial. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table. Checked 2026-10-02. [^36]: Before outdial works, the article requires an outdial entry point and strategy, outdial ANI enabled in the agent profile, and the outdial ANI mapped to the entry point by a Dial Number-to-Entry Point mapping. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Outgoing calls, prerequisites. Checked 2026-10-02. [^37]: The Zendesk integration article lists as prerequisites access to Webex Contact Center, administrator access to Control Hub (admin.webex.com) and the regional Management Portal, and agent access to Desktop. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Prerequisites. Checked 2026-10-02. [^38]: Agents need *.zendesk.com added to the Webex Contact Center Content Security Policy Allowed List for the Zendesk integration. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Prerequisites. Checked 2026-10-02. [^39]: The article lists a Zendesk developer portal account as a prerequisite and says one can be created from zendesk.com with Free trial. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Prerequisites. Checked 2026-10-02. [^40]: The CiscoDevNet CRM integrations repository labels its Zendesk desktop layout assets 'Legacy Version 1'; no Version 2 Zendesk connector article was found, unlike Salesforce, ServiceNow and Dynamics 365 (inferred). Source: [webex-contact-center-crm-integrations: Zendesk folder and repository README](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk), Repository root README badge and Zendesk/README. Checked 2026-10-02. [^41]: Because Cisco's IVR sample relies on a Zendesk API token over BasicAuth, which Zendesk has deprecated, a standalone integration built on it may need to move to OAuth; whether the Webex custom connector's OAuth options work with Zendesk OAuth is undocumented (inferred). Source: [Zendesk IVR HTTP connector sample (README)](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk/zendesk-ivr-http-connector), README connector setup, compared with Zendesk 'API token (deprecated)'. Checked 2026-10-02. [^42]: With the Inside Desktop or existing-tab display option, data an agent is entering in the screen pop is lost if the agent accepts a new call. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Screen Pop activity, note. Checked 2026-10-02. [^43]: Screen Pop display options are New browser tab, Existing Screen Pop tab (replaces the previous pop) and Inside Desktop (a tab in the Auxiliary Information pane). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Screen Pop activity, Display settings. Checked 2026-10-02. [^44]: The Flow Designer Screen Pop activity applies only once an agent is involved and is typically placed in the AgentAccepted and PhoneContactEnded event flows. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Screen Pop activity. Checked 2026-10-02. [^45]: The Screen Pop activity takes a Screen Pop URL, Query Parameters built from flow variables in {{variable}} syntax such as {{NewContact.ANI}}, and a Screen Pop Desktop Label shown as the hyperlink text. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Screen Pop activity, URL settings. Checked 2026-10-02. [^46]: To start the integrated desktop an agent signs in at https://.zendesk.com/agent/, clicks the Webex Contact Center icon in the upper-right toolbar, signs in with Desktop credentials and enters the Dial Number and Team. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Start the integrated desktop. Checked 2026-10-02. [^47]: For subsequent sessions the same Dial Number and Team name appear automatically at sign-in. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Start the integrated desktop, note. Checked 2026-10-02. [^48]: The minimum supported size for the softphone interface in the Zendesk integration is 500px. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Prerequisites, softphone size note. Checked 2026-10-02. [^49]: The layout property isCaseCreationForAllInboundCallsEnabled (default true) creates a ticket for every inbound call; set to false, a ticket is created only when the caller has no open or pending tickets. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table; Ticket creation. Checked 2026-10-02. [^50]: The layout properties ticketDynamicField and ticketDynamicFieldValue associate created tickets with a dynamic field value, for example a ticket_form_id. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table. Checked 2026-10-02. [^51]: The layout property ticketCustomFieldsMapping maps Webex Contact Center CAD variables to Zendesk ticket custom field IDs using wxccFieldName, zendeskTicketFieldID and isDefaultValueEnabled entries. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table. Checked 2026-10-02. [^52]: The connector links a call to the ticket the agent has navigated to: if it opens ticket XYZ on arrival but the agent navigates to ticket ABC, ticket ABC is updated after the call ends. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Supported features, ticket linking note. Checked 2026-10-02. [^53]: 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. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Desktop layout customization properties table. Checked 2026-10-02. [^54]: Talk Partner Edition is included in Zendesk Customer Service Suite Team, Growth, Professional, Enterprise and Enterprise Plus and Employee Service Suite Growth through Enterprise Plus; legacy plans need a Talk Partner licence per agent who uses a third-party voice app. Source: [Understanding Talk Partner Edition](https://support.zendesk.com/hc/en-us/articles/4408819751194-Understanding-Talk-Partner-Edition), Plan availability. Checked 2026-10-02. [^55]: If an older version of the Webex Contact Center for Zendesk app is installed, uninstall it before installing the latest version. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Uninstall previous version. Checked 2026-10-02. [^56]: Cisco's 'Configure Webex for Zendesk' article covers a separate Webex-for-Zendesk integration with no Contact Center content, so it is not the Webex Contact Center connector (inferred). Source: [Configure Webex for Zendesk](https://help.webex.com/en-us/article/iyxj1i/Configure-Webex-for-Zendesk), Article title and introduction. Checked 2026-10-02. [^57]: 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. Source: [Integrate Webex Contact Center with Zendesk](https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk), Prerequisites, widget version note. Checked 2026-10-02. [^58]: 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; it gives no deadline. Source: [Security and authentication](https://developer.zendesk.com/api-reference/introduction/security-and-auth/), API token (deprecated), note. Checked 2026-10-02. [^59]: Zendesk API token credentials take the form {email_address}/token:{api_token}, base64-encoded in a Basic Authorization header; tokens are managed in Admin Center under Apps and integrations > APIs > Zendesk API. Source: [Security and authentication](https://developer.zendesk.com/api-reference/introduction/security-and-auth/), API token (deprecated). Checked 2026-10-02. [^60]: Zendesk warns that API tokens can be used to impersonate anyone in the account, including admins. Source: [Security and authentication](https://developer.zendesk.com/api-reference/introduction/security-and-auth/), API token (deprecated). Checked 2026-10-02. [^61]: On the Zendesk Support apps page an installed app can be disabled with its Enabled toggle or removed with Uninstall followed by confirmation. Source: [Managing your installed apps](https://support.zendesk.com/hc/en-us/articles/4409155972378-Managing-your-installed-apps), Disabling an app; Uninstalling an app. Checked 2026-10-02. [^62]: In Zendesk Admin Center under Apps and integrations > Apps > Zendesk Support apps, an installed app's settings can enable role restrictions, group restrictions or both. Source: [Managing your installed apps](https://support.zendesk.com/hc/en-us/articles/4409155972378-Managing-your-installed-apps), Restricting app access. Checked 2026-10-02. [^63]: Zendesk's install procedure has the admin open the app's How To Install tab for pre-install tasks, click Install, configure app settings, review the Marketplace Terms of Use and click Install. Source: [Using the Zendesk Marketplace](https://support.zendesk.com/hc/en-us/articles/4408824421146-Using-the-Zendesk-Marketplace), Installing an app from the Marketplace, steps 1-7. Checked 2026-10-02. [^64]: The Marketplace listing says the Webex Contact Center app is available to customers on a Zendesk Suite plan or with Support plus Talk Partner Edition. Source: [Webex Contact Center App Integration with Zendesk Support](https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/), Listing overview, plan availability. Checked 2026-10-02. [^65]: Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), limitations. Checked 2026-09-30. [^66]: The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Supported browsers table, Minimum column. Checked 2026-09-30. [^67]: The Webex Contact Center Desktop system requirements call for cookies and site data to be enabled and the pop-up blocker to be disabled in the browser. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser requirements list. Checked 2026-09-30. [^68]: For Firefox ESR V104.0 or later on Windows or macOS, Cisco instructs disabling the Enhanced Tracking Protection toggle for the Desktop URL. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser requirements, Firefox ESR note. Checked 2026-09-30. [^69]: Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), flow versioning section. Checked 2026-09-30. [^70]: Flow Designer undo and redo covers the last 10 canvas actions. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), canvas actions, undo/redo. Checked 2026-09-30. [^71]: The limits are 6,000 active entry points and 1,000 outdial entry points. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, entry point rows. Checked 2026-09-30. [^72]: Agent Desktop cannot be accessed on multiple browsers or multiple tabs of the same browser window; a prompt appears when an agent signs in to multiple instances and switches between them. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), section 'Before you begin'. Checked 2026-09-30. [^73]: The data locality article lists Webex Contact Center data center locations in the United States, Canada, the United Kingdom, Germany, Singapore, Australia, Japan and India. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), data center locations list. Checked 2026-09-30.