Install Ragtime for Zendesk

Connect Zendesk when an Operational Workflow needs to update support tickets. The connection belongs to your Ragtime organization, so workflows in that organization can use it without storing Zendesk credentials in each graph.

The current integration supports two operations:

• add a public reply to an existing ticket;
• set a ticket to new, open, pending, hold, or solved.

It does not import Zendesk content into a knowledge library and it does not run a scheduled ticket sync.

Before you start

You need:

• organization admin access in Ragtime;
• a Zendesk account allowed to update the tickets your workflows will target;
• your Zendesk subdomain, such as acme from acme.zendesk.com;
• the account email and a Zendesk API token.

The Zendesk account behind the token determines which tickets Ragtime can update. Use a dedicated integration account when your access and audit policies require one.

1. Create a Zendesk API token

In Zendesk Admin Center:

1. Open Apps and integrations -> APIs -> Zendesk API.
2. Enable token access if it is not already enabled.
3. Select Add API token.
4. Give the token a recognizable description, such as Ragtime workflows.
5. Copy the token when Zendesk shows it. Zendesk will not show the complete token again.

Keep the token private. Do not put it in a workflow node, prompt, or webhook payload.

2. Connect Zendesk in Ragtime

1. Sign in to Ragtime as an organization admin.
2. Go to Dashboard -> Integrations -> Zendesk.
3. Enter the Zendesk subdomain only. For acme.zendesk.com, enter acme.
4. Enter the email address associated with the API token.
5. Paste the API token and select Connect Zendesk.

Ragtime verifies the credentials against Zendesk before saving the connection. The token is encrypted at rest and is not returned to the browser after setup. Connecting again replaces the saved credentials for the organization.

3. Use the connection in a workflow

Open Dashboard -> Workflows, select a workflow, and add a Connector operation node. Choose the Zendesk connection and one of these operations.

Add public reply

Provide:

• ticketId: the numeric Zendesk ticket ID as text;
• body: the reply that should be visible to the requester.

This operation creates a public comment. Do not use it for notes that should remain internal to support agents.

Update status

Provide:

• ticketId: the numeric Zendesk ticket ID as text;
• status: new, open, pending, hold, or solved.

Both operations return the ticket ID and its resulting status. Connect the operation’s error path so authentication problems, missing tickets, permission errors, and rate limits have an intentional outcome.

A common support workflow

A simple workflow can:

1. start when a Ragtime session ends;
2. use an AI task to turn the conversation into structured follow-up text;
3. check whether a Zendesk ticket ID is present;
4. add a public reply;
5. set the ticket to pending;
6. complete with the resulting ticket status.

Use a published assistant snapshot for the AI task and review its output before sending it publicly. For higher-risk replies, keep the workflow limited to status updates until an approval step is available.

See Operational Workflows for the workflow lifecycle and node basics.

Troubleshooting

Zendesk could not authenticate the credentials

Confirm that the subdomain contains only the part before .zendesk.com, token access is enabled, the email belongs to the token owner, and the complete token was pasted without extra spaces.

A ticket update is rejected

Check that the ticket ID is numeric and that the Zendesk account can view and edit that ticket. Zendesk permissions still apply when Ragtime makes the request.

The workflow follows the error path during busy periods

Zendesk may rate-limit updates. Connector operations support retry settings; choose a bounded retry policy and keep the error path connected for requests that still fail.

Disconnecting

Use Disconnect in Dashboard -> Integrations -> Zendesk to remove the organization connection. Existing workflow definitions and run history remain, but future Zendesk operations cannot run until a connection is restored.