Razor USA
How Razor USA connected their RingCX contact center to Zendesk using n8n middleware, giving agents a single view of every customer interaction for $24/month.
Industry: Consumer Products and Recreational Equipment
Client Profile: Major manufacturer of scooters, ride-ons, and hoverboards serving millions of consumers with high-volume support operations
Key Results
- 800–1,000 hours/year of manual call logging eliminated
- $2,000–5,700/year saved vs. alternative middleware platforms
- Unified customer journey across phone and digital channels
About the Client
Razor USA LLC makes scooters, ride-ons, hoverboards, and other recreational products sold to millions of consumers. Their support operation handles high call and ticket volumes across phone and digital channels. The telephony system and the ticketing system needed to talk to each other. They didn't.
Client Voice
We integrate contact center platforms like RingCX with Zendesk through intelligent middleware, creating unified customer support views at a fraction of the cost of enterprise integration platforms.
Are your phone and ticketing systems still disconnected?
The Challenge
Razor USA ran RingCX (RingCentral's contact center platform) for phone support and Zendesk for ticketing. The two systems operated independently.
Technical Limitations
The core problem was technical: RingCX can't natively interact with its own Queues and Dispositions through its built-in workflow tools. There's no out-of-the-box way to push call disposition data, queue assignments, or agent activity into Zendesk.
Agent Friction
Agents had to switch between systems, manually log call details, and piece together customer history from two separate interfaces. Tracking a customer's full journey across phone and digital channels was impossible. Call context disappeared the moment an agent opened Zendesk to create a ticket.
The Solution
Several middleware platforms were evaluated, including Zapier, Workato, and Make.com. n8n was recommended as the integration layer because it could be self-hosted on AWS at near-zero cost, or run as a managed service for $24/month. The alternatives cost significantly more for the same functionality.
Integration Architecture
n8n was deployed between RingCX and Zendesk. Automated workflows were built to sync Disposition data across all RingCX Queues into Zendesk ticket fields, working around the native limitations of the RingCX platform.
Data Mapping & Unified View
Critical data fields were mapped between the two systems: Issue Code, Call Queue, and Assigned Agent. Zendesk was configured to display RingCX call data alongside ticket information. Agents now see everything in one place.
Automated Ticket Creation
Call routing and ticket creation workflows were automated so new tickets get created with full call context already attached.
The Results
By the Numbers
- 2–3 minutes saved per call on manual data entry
- 15–20 hours/week of agent time recovered
- ~800–1,000 hours/year redirected from data entry to customer support
- $24/month middleware cost vs. $200–500/month for alternatives
- $2,000–5,700/year saved on middleware costs alone
Operational Impact
Agents no longer switch between two systems to piece together customer history. Every ticket now includes the call queue, disposition, issue code, and assigned agent from RingCX.
Full customer journey tracking across phone and digital channels is now possible for the first time.
We integrate contact center platforms like RingCX with Zendesk through intelligent middleware, creating unified customer support views at a fraction of the cost of enterprise integration platforms.
Are your phone and ticketing systems still disconnected?