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AI Assistant needs a Zendesk connection so RAUM can read the ticket context, synchronize supported Zendesk resources, respond through the Assistant workflow, and provision the Zendesk app and automation used by your organization. AI Chatbot-only organizations do not need Zendesk during signup. OAuth is the default onboarding path.
1

Enter your Zendesk subdomain

Enter the part before .zendesk.com.For example, if your Zendesk URL is acme.zendesk.com, enter acme.
2

Connect with Zendesk

Start the OAuth connection from the onboarding wizard. RAUM sends you to Zendesk with a protected onboarding state.
3

Authorize RAUM

Sign in to the correct Zendesk account and approve the requested access.Use a Zendesk administrator when you want RAUM to provision the Marketplace app and automation automatically. Zendesk’s app-management APIs are admin-gated.
4

Return to onboarding

Zendesk redirects you back to RAUM. The wizard restores the pending signup and confirms the connected subdomain.
RAUM stores the resulting OAuth connection for the organization and can refresh supported OAuth credentials when required.

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API-token fallback

If OAuth cannot be used, the onboarding wizard also supports Zendesk API-token authentication. You need:
  • your Zendesk subdomain;
  • the email address associated with the token; and
  • a Zendesk API token.
Create API tokens from the Zendesk Admin Center, then enter the values in the RAUM onboarding form.
Treat a Zendesk API token like a password. Use an appropriately privileged account, store the token securely, and rotate it if you believe it has been exposed.

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What happens after email verification

For an Assistant signup, verification unlocks the post-registration Zendesk setup steps.

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Webhook and triggers

RAUM can create or reconcile the webhook and the selected triggers. The onboarding screen currently offers: All three are selected by default during onboarding, but you can change the selection before retrying setup. The setup result can report whether each resource was created, reused, updated, skipped, or returned an error.

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RAUM AI Assistant Marketplace app

RAUM then attempts to install or update the public RAUM AI Assistant Marketplace app in the connected Zendesk account. The automatic installer:
  • uses the published Marketplace app rather than uploading a customer-specific private copy;
  • creates or updates the installation instead of intentionally duplicating it;
  • creates a fresh scoped RAUM app credential and injects it into the Zendesk app settings; and
  • records the resulting installation for the organization.
That means a normal successful onboarding does not require you to copy a RAUM API key into Zendesk manually.

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If automatic app installation fails

Automatic installation is best-effort. For example, Zendesk may reject the app-management request when the connected Zendesk user is not an administrator. In that case, RAUM presents a manual-install fallback. The Marketplace app itself requires:
  • Organization ID
  • RAUM API token
The backend host is built into the current public app, so there is no Backend URL field to configure. See Install the RAUM AI Zendesk app for the manual path.

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Optional Brand Voice step

After the Zendesk setup, onboarding can start a Brand Voice analysis. RAUM looks at recent public agent replies from roughly the last six months and identifies phrases your team genuinely reuses. Suggestions remain drafts for review; they are not silently pushed into customer replies. You can skip this during signup and manage Brand Voice later from the AI workspace.

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After onboarding

Once you can sign in:
  • open AI Assistant → Zendesk to review setup and synchronization;
  • use the Automation area to review Assistant event handling;
  • use Zendesk Security to manage the app installation and scoped credentials; and
  • open a real Zendesk ticket to verify that the RAUM editor controls and sidebar appear.

Finish AI Assistant onboarding

Follow the post-verification checklist for triggers, app installation, and Brand Voice.

Zendesk App

Use the manual Marketplace installation guide when automatic setup cannot complete.

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Troubleshooting

Confirm that you entered the correct subdomain and authorized the intended Zendesk account. Retry OAuth from the onboarding page. If OAuth remains unavailable for the account, use the API-token fallback.
The connected Zendesk identity may not have permission to manage apps. Complete the manual Marketplace installation using the Organization ID and RAUM API token shown by RAUM.
Retry the setup after confirming that the Zendesk connection is still valid and has sufficient permissions. RAUM reconciles existing resources, so retrying is preferable to creating parallel triggers by hand without first checking what already exists.