FyneDesk + Zoom integration documentation

FyneDesk is a help desk and ticketing platform. The Zoom integration lets an agent start a Zoom meeting directly from a customer ticket and share the join link in the same email reply they are already writing. Zoom hosts the call. FyneDesk creates the meeting through the Zoom API, adds the resulting links to the right places, and receives a webhook when the call ends.

What this integration does

When a ticket needs a live conversation, an agent can create a Zoom meeting from the customer reply composer. FyneDesk adds the join link and passcode to the draft, keeps the meeting status on the ticket, and can add a cloud-recording link to the ticket when that option is enabled. FyneDesk does not host, stream, or store video files.

Adding the app

Zoom meetings must first be enabled for your organization. Then each agent can connect their own Zoom account.

An admin enables Zoom meetings. Go to Settings → Connections → Zoom and turn on Enable Zoom meetings. This setting is off by default, so teams that do not use Zoom never see it. A FyneDesk Pro plan or higher is required.
Each agent connects their own Zoom account. Go to My Settings → Connected Accounts → Zoom and click Connect Zoom. Zoom opens its standard OAuth consent screen in a popup. After you approve access, the popup closes and the account shows as connected. Meetings you create are hosted under your own Zoom account.
Optional: connect a shared Zoom account. Admins can connect one shared account on Settings → Connections → Zoom for agents who have not linked their own account. A single Zoom host can run only two concurrent meetings. Starting a third meeting ends the first, so a shared account is best for occasional use rather than a busy support team.
Understand your Zoom plan. A free Zoom account works, but calls with two or more participants are limited to 40 minutes and recordings save locally only. A paid Zoom plan on the host account removes the 40-minute limit and enables cloud recordings. This is a Zoom account cost, not a FyneDesk cost.

Need help connecting? If Connect Zoom fails or Zoom is not fully set up, confirm that an admin completed step 1 and that your browser allows popups for FyneDesk. If a connected account stops working, use Reconnect in My Settings → Connected Accounts. Zoom access tokens refresh automatically, but a revoked or expired refresh token requires reconnecting. Contact support@fynedesk.io if you need help.

Usage

Add a Zoom meeting to a ticket reply

From an open ticket, start an email reply to the customer and click Add Zoom meeting in the reply toolbar. FyneDesk creates the meeting through the Zoom API and inserts the join link and passcode into your draft. You can edit the message before sending. The customer receives the link as part of your reply, not as a separate automated email.

What you need: Zoom meetings enabled for your organization, your Zoom account connected or a shared organization account available, and an Agent or Admin role on the ticket.
Host controls: the agent who creates the meeting receives an internal, customer-invisible note with the Zoom host start link.

Meeting status on the ticket

After a Zoom meeting is created, a Meeting card appears in the ticket sidebar. It shows the status, Scheduled, In progress, Ended, Cancelled, or Error, plus a copyable join link and the scheduled time.

Cancel a meeting

An agent can cancel a Scheduled or In progress meeting from the sidebar Meeting card. After confirmation, FyneDesk cancels the meeting on Zoom as well.

Recording links on tickets

On the FyneDesk Business plan, an admin can turn on Attach recordings to tickets in Settings → Connections → Zoom. Once a Zoom cloud recording finishes processing, FyneDesk adds its link to the ticket in an internal note and the sidebar Meeting card. FyneDesk stores the link only, not the recording file. The host Zoom account must have cloud recording enabled, which requires a paid Zoom plan.

Removing the app

Disconnect your own Zoom account

Go to My Settings → Connected Accounts → Zoom and click Disconnect. FyneDesk immediately revokes its Zoom access token and deletes the stored connection. You can reconnect at any time by following the steps above.

Turn Zoom off for your organization

An admin can go to Settings → Connections → Zoom and turn off Enable Zoom meetings. This disconnects every agent's Zoom connection and any shared organization account in one step. A confirmation warns that this is disruptive. The Add Zoom meeting button remains unavailable until an admin enables the feature again.

What de-authorization means

Disconnecting Zoom stops FyneDesk from creating new meetings or accessing that Zoom account. It does not end or delete meetings that already happened.
Existing join links, meeting status, and recording links remain in the ticket history, just like other ticket notes and attachments.
If you remove the FyneDesk app directly in Zoom or in Zoom Marketplace, Zoom notifies FyneDesk and we immediately remove our stored access. The affected agent sees a reconnect prompt when they try to use Zoom again.

How FyneDesk removes your data

Whether an agent disconnects, an admin turns Zoom off for the organization, or a user de-authorizes FyneDesk in Zoom, FyneDesk immediately deletes the stored Zoom OAuth connection, including the encrypted refresh token, and makes a best-effort request to revoke the token with Zoom. FyneDesk never accesses or stores Zoom contacts, unrelated meetings, or recordings that were not created through FyneDesk. It stores only the information needed to create and track meetings started from a ticket.