Add Zoom calls to tickets

When a ticket needs a real conversation, you can start a Zoom meeting without leaving FyneDesk. While replying to the customer, click Add Zoom meeting — FyneDesk creates the meeting under your Zoom account and adds the join link to your reply. The meeting is saved to the ticket, and on Business its recording link can attach automatically after the call.

What you need on which plan Creating and sharing Zoom meetings from a ticket is a Pro feature. Attaching recordings to tickets and auto-recording are Business features. Hosting the call also requires a Zoom account (free or paid — see Requirements & limits).

For admins

1. Turn on the integration (once). Go to Settings → Connections → Zoom and switch on the master toggle. It's off by default. Once it's on, agents can connect their own Zoom and use the feature.

Zoom app approval (some accounts only) If your Zoom account is set to allow only admin-approved Marketplace apps, your Zoom account admin must approve the FyneDesk app in the Zoom Marketplace before agents can connect. Agents can request approval from within Zoom during the connect step. This applies only to Zoom accounts that have that restriction turned on.

2. (Optional) Connect a shared org account. You can connect one organization-wide Zoom account that agents fall back to if they haven't connected their own. Good to know: a single shared Zoom host can run only two concurrent meetings — a third would end the first. This suits small teams or occasional calls; for heavier use, have agents connect their own Zoom.

3. (Optional, Business) Set recording behavior. On the same Zoom settings page you'll see two toggles, both off by default:

Attach recordings to tickets — saves the Zoom cloud recording link to the ticket after a call.
Auto-record meetings — starts recording automatically when a meeting begins.

Recordings require a paid Zoom plan on the host's account (see Requirements & limits).

For agents

Connect your Zoom (once). Go to My Settings → Connected accounts and connect Zoom. It's a one-time authorization. The first time you click Add Zoom meeting in a reply, you'll also be prompted to connect.

Using it — create and share a meeting

Where the button lives The Add Zoom meeting button appears only in the customer-facing email reply composer — not on internal notes.

Open the ticket and start a reply in the email composer.
Click Add Zoom meeting. If you haven't connected Zoom yet, you'll be prompted to do so.
FyneDesk creates the meeting under your Zoom account and inserts the join link into your reply. Finish your message and send it — the customer receives the link as part of your reply.
The meeting appears in the Meeting card on the ticket sidebar with its status, time, and a copyable join link.
To cancel, open the Meeting card on the sidebar and cancel it there.

Recordings (Business)

How it works: if recording is enabled (the admin toggles above), the Zoom cloud recording link is added automatically once the call ends and Zoom finishes processing it.
Where to find it: the clickable recording link appears in the Meeting card on the ticket sidebar. FyneDesk also posts an internal “Recording ready” note and a recording-attached entry to the ticket timeline to flag that it's available.
It's a link, not a file: FyneDesk does not store recording files. Only a link to the recording in your Zoom cloud is saved — the media stays in Zoom and follows your Zoom retention settings.
Requirements: cloud recording needs a paid Zoom plan on the host's account (see below).

Requirements & limits

Every meeting is hosted under a Zoom account — the agent's own, or the shared org account.
Free Zoom account: works, but caps any call with two or more people at 40 minutes, and records locally only (no shareable link).
Paid Zoom (Pro or higher) on the host's account: removes the 40-minute cap and enables cloud recording. This is your Zoom cost, not a FyneDesk charge.
Shared org account: only two concurrent meetings at a time (a third ends the first). Agents with their own connected Zoom aren't affected.
FyneDesk plans: creating/sharing meetings = Pro; recording-to-ticket and auto-record = Business.

Troubleshooting & FAQ

I don't see the “Add Zoom meeting” button. Either an admin hasn't enabled the integration (Settings → Connections → Zoom), or you haven't connected your Zoom yet (My Settings → Connected accounts). Also note the button is only in the customer-facing reply composer, not on internal notes.

Connecting is blocked, or the app needs approval. If your Zoom account only allows admin-approved Marketplace apps, your Zoom account admin must approve the FyneDesk app in the Zoom Marketplace before you can connect. You can request approval from within Zoom during the connect step.

Connection failed, or the meeting didn't get created. Reconnect your Zoom from My Settings → Connected accounts, then try again.

No recording appeared on the ticket. Three things are required: a paid Zoom plan on the host's account; the recording toggles enabled on Business (Attach recordings to tickets / Auto-record meetings); and the call has ended and Zoom has finished processing the cloud recording.

Does FyneDesk store our recordings? No. Only a link to the recording in your Zoom cloud is saved; the file stays in Zoom under your retention settings.

Need a hand? Email support@fynedesk.io. For an overview of the integration, see the Zoom integration page.