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How to Connect Zendesk

Justin Graves ·

Overview

The Zendesk and BombBomb integration allows you to easily add video messages to your customer support workflow. By embedding BombBomb videos directly into Zendesk tickets, you can provide more personal, engaging, and effective communication with your customers.

With this integration, your support agents can:

  • Record or insert BombBomb videos into Zendesk ticket responses.

  • Track engagement metrics such as email opens and video plays.

  • Build trust and clarity with face-to-face video messaging.

Who This Applies To

✅ Audience Type: Application Admin

✅ Plan Type: Core + Copilot, Enterprise

✅ Administrator access to your Zendesk account

✅ Browser permissions enabled for video recording and uploads

For Admins: Setting Up the Zendesk + BombBomb Integration

Follow these steps to install and configure the integration:

  1. Log into Zendesk

    • Sign in to your Zendesk account with admin permissions.

  2. Access the Zendesk Marketplace

  3. Install the BombBomb App

    • Select the BombBomb app from the search results.

    • Click Install.

    • Choose the Zendesk account/subdomain where you want the app installed.

  4. Authorize BombBomb

    • Once installed, open the BombBomb app inside Zendesk.

    • Click Connect.

    • Enter your BombBomb login credentials.

    • Authorize Zendesk to connect with BombBomb.

  5. Verify Installation

    • Open any support ticket in Zendesk.

    • Look for the BombBomb icon beneath the text box. 

    • From here, you can record a new video or insert an existing one from your BombBomb library.

For Agents: Using the Zendesk + BombBomb Integration

Once your admin has installed the integration, you can start using BombBomb in your daily support workflow:

  1. Open a new ticket in Zendesk and click the BombBomb recorder icon beneath the text box.


     

  2. Record a New Video

    • Click Record to capture a new video directly inside Zendesk.

    • Allow camera and microphone permissions if prompted.

    • Once finished, save and insert the video into your reply. (You'll only need to do this the first time!) 

  3. Upload a New Video

    • Click "Upload" in the type right of the BombBomb window.

  4. Insert an Existing Video

    • Choose from your BombBomb video library to attach a pre-recorded video to your ticket response.

  5. Send Your Reply

    • Your customer will receive the video inside the Zendesk email thread.

    • Video engagement (opens, plays, etc.) is tracked in your BombBomb account.

Known Limitations

While the integration is powerful, there are a few things to keep in mind:

  • BombBomb videos must be added through the integration—direct file uploads are not supported.

  • Tracking engagement (opens, plays, etc.) is only available when videos are sent through BombBomb.

  • Some Zendesk plan types may have restrictions that limit certain integration features.

  • Browser compatibility and security settings may affect recording or playback.

Benefits of Using Video in Support

  • Clarity: Explain complex issues visually rather than with long text.

  • Personalization: Humanize your support by putting a face to the name.

  • Efficiency: Resolve tickets faster by showing, not just telling.

  • Trust: Customers feel more connected and confident in your support team.

Additional Resources

✅ By combining BombBomb and Zendesk, you empower your support team to deliver faster, friendlier, and more effective service through video.

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