Skip to main content
Connecting Zendesk gives RAUM AI the ability to read incoming tickets, post replies, update ticket fields, change statuses, and apply tags. You can connect during the onboarding wizard or at any time from Settings → Integrations. Two authentication methods are available: OAuth (recommended) and API token.

​
Choose an authentication method

​
Set up webhooks and triggers

Webhooks let Zendesk push ticket events to RAUM AI in real time so Agent Mode can process tickets automatically. You can create the webhook and triggers during the onboarding wizard (step 5) or from Settings → Webhook at any time.

​
Auto-create triggers

RAUM AI can provision the webhook endpoint and Zendesk triggers for you automatically:
1

Open the webhook setup

In Settings → Webhook, click Auto-create triggers (or proceed through step 5 of the onboarding wizard).
2

Select the trigger types

Choose one or more of the following events:
TriggerWhen it fires
Ticket createdRAUM AI processes new tickets as soon as they arrive
Ticket solvedCaptures resolution outcomes for CSAT tracking
Ticket ratedSyncs CSAT ratings back to RAUM AI analytics
3

Run auto-setup

Click Create selected triggers. RAUM AI calls the Zendesk API to register the webhook endpoint and create each selected trigger. Results are shown inline — each trigger displays a created, reused, or error status.

​
Manual webhook setup

If you prefer to configure the webhook manually in Zendesk:
  1. In Zendesk, go to Admin → Apps and integrations → Webhooks → Create webhook.
  2. Set the endpoint URL to the one shown in RAUM AI under Settings → Webhook → Webhook URL.
  3. Set the request format to JSON and the HTTP method to POST.
  4. Create a trigger in Admin → Objects and rules → Triggers that targets the new webhook for the events you want to capture.

​
Troubleshooting

Common causes include an incorrect subdomain, Zendesk OAuth being disabled for your account, or a network firewall blocking the redirect. Verify your subdomain contains no spaces or special characters, then try again. If the problem persists, switch to API token authentication.
Check that you entered the admin email exactly as it appears in Zendesk (case-sensitive). Confirm that token access is enabled in Zendesk Admin → Zendesk API. If you regenerated the token in Zendesk, update it in RAUM AI under Settings → Integrations.
Confirm that the trigger condition in Zendesk matches tickets you expect RAUM AI to receive. Check Settings → Webhook in RAUM AI to see recent webhook deliveries and any error responses. Also verify that Agent Mode is enabled in Settings → AI Mode.
This usually means the Zendesk API returned a permissions error. Confirm that the connected account has admin-level access. If you are using an API token, check that the token belongs to an admin user, not an agent.