Integrate Webex Contact Center with Zendesk

Publisher

Cisco

URL

https://help.webex.com/en-us/article/jg2krv/Integrate-Webex-Contact-Center-with-Zendesk

Published

2025-12-04

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco website terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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 in context
• 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. in context
• 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. in context
• The connector supports these CAD variables for tickets: activityDateTime, interactionId (contact session ID), phoneNumber (ANI), direction, queueName and wrapupCode. in context
• 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. in context
• 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). in context
• On an incoming call the connector automatically searches for the customer record by ANI or phone number. in context
• 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. in context
• 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. in context
• Integrating Webex Contact Center with the Zendesk console lets agents launch the Webex Contact Center Desktop from within Zendesk. in context
• 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. in context
• 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 in context
• 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. in context
• If Zendesk is open in several browser tabs, the embedded Desktop application is active in only one of them. in context
• The layout property outDialAni (for example +11234567890) overrides the Management Portal outdial ANI value for click to dial. in context
• 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. in context
• 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. in context
• Agents need *.zendesk.com added to the Webex Contact Center Content Security Policy Allowed List for the Zendesk integration. in context
• The article lists a Zendesk developer portal account as a prerequisite and says one can be created from zendesk.com with Free trial. in context
• To start the integrated desktop an agent signs in at https://<instance>.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. in context
• For subsequent sessions the same Dial Number and Team name appear automatically at sign-in. in context
• The minimum supported size for the softphone interface in the Zendesk integration is 500px. in context
• 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. in context
• The layout properties ticketDynamicField and ticketDynamicFieldValue associate created tickets with a dynamic field value, for example a ticket_form_id. in context
• The layout property ticketCustomFieldsMapping maps Webex Contact Center CAD variables to Zendesk ticket custom field IDs using wxccFieldName, zendeskTicketFieldID and isDefaultValueEnabled entries. in context
• 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. in context
• 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. in context
• If an older version of the Webex Contact Center for Zendesk app is installed, uninstall it before installing the latest version. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2025, December 4). Integrate Webex Contact Center with Zendesk. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-jg2krv-wxcc-zendesk-integration

BibTeX

@misc{warmtransfer-cisco-help-jg2krv-wxcc-zendesk-integration,
  title  = {Integrate Webex Contact Center with Zendesk},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-jg2krv-wxcc-zendesk-integration},
  note   = {Cisco, accessed 2026-10-02}
}