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The public RAUM AI Assistant Marketplace app adds the RAUM editor controls and Ticket Sidebar to Zendesk Support. For a new RAUM organization, complete Assistant onboarding first. RAUM attempts to install or update the Marketplace app automatically when the connected Zendesk user has the required app-management permission. Manual installation is the fallback when automatic provisioning cannot complete.

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Prerequisites

You need:
  • a RAUM organization with AI Assistant enabled;
  • the intended Zendesk account connected to that RAUM organization; and
  • Zendesk administrator access for app installation/management.
For a manual installation, you also need:
  • the RAUM Organization ID; and
  • a RAUM API token generated for the Zendesk app.

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Automatic installation during onboarding

After Zendesk authorization and trigger setup, RAUM can attempt to install or update the public Marketplace app automatically. When this succeeds, RAUM:
  • uses the public Marketplace app rather than uploading a per-customer private ZIP;
  • creates/updates the installation instead of intentionally duplicating it;
  • mints the scoped RAUM app credential; and
  • writes the required app settings into Zendesk.
No manual token copy is required for the normal successful automatic path.

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Manual Marketplace installation

Use this path if RAUM reports that automatic app installation could not complete.
1

Open the Marketplace listing

In Zendesk Admin Center, open the Zendesk Marketplace and find RAUM AI Assistant.
2

Start the installation

Install it into the same Zendesk account connected to your RAUM organization.
3

Enter Organization ID

Copy the Organization ID from AI Assistant → Zendesk → Zendesk Security and paste it into the app setting.
4

Generate and enter the RAUM API token

Generate the Zendesk-app token from RAUM and paste it into the API Key setting.The token is a secure Zendesk app setting. Treat the value like a password while it is visible.
5

Save and verify

Finish the Zendesk installation, refresh the agent workspace, and open a ticket as an agent who should have access.

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Current app settings

The current Marketplace manifest requires exactly these RAUM settings:
The RAUM backend host is built into the current public app and restricted by the app’s Zendesk domain whitelist. There is no Backend URL installation field.

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Where the app appears

The current app registers at:
  • ticket editor; and
  • ticket sidebar.
After installation, open an ordinary Zendesk ticket and confirm both locations load.

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Agent access

Zendesk controls which roles/users can access installed apps. If an administrator can see RAUM but an agent cannot, review Zendesk app/role restrictions rather than regenerating RAUM credentials immediately.

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Rotate the app token

Rotate the app credential if it may have been exposed or your security policy requires rotation. After generating a replacement token for a manual installation, update the Zendesk app setting to the new value. Zendesk Security →

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Verify after installation

Check:
  1. Email Mode shows Generate, Translate, Rewrite, Action, and Edit.
  2. A chat/messaging ticket switches to the realtime controls where applicable.
  3. The Ticket Sidebar loads.
  4. Generate can reach RAUM without an authentication error.
  5. Sidebar enrichment/suggestions appear when the corresponding data is available.

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Common installation problems

The Zendesk identity used for onboarding may not have permission to manage apps. Install manually as a Zendesk administrator using the Organization ID and RAUM API token from Zendesk Security.
Confirm that the Organization ID belongs to the same RAUM organization as the token and Zendesk account. If the token was rotated, update the installed Zendesk app settings.
Review Zendesk role/app access for that agent, then refresh the agent workspace.
Confirm the installation is enabled for the ticket sidebar location and reload the ticket. If the app was just installed or updated, close/reopen the agent ticket view.

Zendesk app overview

Learn the editor modes, sidebar, caching, and approval flows.

Troubleshooting

Diagnose editor, authentication, timeout, mode, and sidebar problems.