Zoom Phone Alerts and Notification Integration with IT Service Management Tools

[Eliot]

How can Zoom Phone alerts and notifications feed IT service management tools such as ServiceNow and Zendesk?

Some of Zoom Phone clients have tens of thousands of user. 

What is best practice to open tickets and manage these tickets?

Zoom Phone can send emails with details on the alerts such as desk phone offline for more than x minutes, poor quality of service, etc.  Without some integration, all this information must be typed into some service management tool. 

Maybe someone has already invented the wheel?

thanks, eliot

[BrandonS]

Good question.  I would guess webhooks would be the way (besides parsing text from emails which I'm sure some  tools can do) https://marketplace.zoom.us/docs/api-reference/webhook-reference/

I'm not aware of any prebuilt integrations like this, but maybe that is an opportunity..

[Eliot]

Thanks brandon for the information on webhooks.

One of my friends who uses servicenow says zoom phone alert emails could be sent to servicenow. Servicenow uses the sender email address and subject line to crease a case. He says servicenow can parse the email. Unfortunately, he uses avaya, but I am working on that.

thanks,  eliot