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Open AI Assistant → Zendesk → Setup & Sync to manage the Assistant’s Zendesk connection and synchronized resources.

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Connection methods

RAUM supports:
  • Zendesk OAuth as the preferred connection method; and
  • an API-token fallback when OAuth cannot be used.
OAuth simplifies ongoing authentication because RAUM can use supported refresh behavior rather than requiring a manually rotated API token for normal access.

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Review OAuth state

When connected through OAuth, the setup page shows the connected Zendesk account and whether the connection is healthy or requires reconnection. If Zendesk rejects the refresh flow or the authorization is otherwise no longer usable, reconnect from this page.

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Disconnect carefully

Disconnecting Zendesk removes the active connection RAUM depends on for synchronized Zendesk resources and Assistant operations. Do not use Disconnect as a troubleshooting reflex when a single trigger or source failed. Diagnose the affected feature first.

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Synchronization

Setup & Sync also controls Zendesk resource synchronization. The page can show:
  • last synchronization time; and
  • next scheduled synchronization where available.
Use manual synchronization after material Zendesk changes when you need RAUM to see them sooner.

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Resources affected by sync

Zendesk synchronization feeds Assistant resources including:
  • Help Center Articles;
  • Ticket Fields;
  • Macros; and
  • supporting Zendesk metadata used for targeting and configuration.

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After reconnecting

After changing Zendesk credentials:
  1. verify the connection;
  2. run/confirm synchronization;
  3. check the Marketplace app separately;
  4. verify webhook/trigger automation; and
  5. test Generate on a representative ticket.

Source sync & indexing

Troubleshoot synchronized resources and missing embeddings.

Automation

Configure mode, webhook scope, skip rules, caching, and pre-cache.