Activity and audit

The Activity workspace is the ticket-level counterpart to the aggregate Assistant dashboard. Open Activity in the Assistant sidebar. It currently contains three tabs:

• Ticket Activity
• System Activity
• Audit

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Ticket Activity

Use Ticket Activity when you need to understand a specific Assistant run rather than an overall percentage. Recorded run details can include information such as:

• Zendesk ticket ID;
• operation/status;
• model/provider and token/cost data where recorded;
• confidence;
• procedures used;
• AI Guidelines used;
• retrieved resources;
• tool/action information;
• timing; and
• the stored response/result details available for the run.

This is the right place to answer questions like Did the procedure fail, or was it never selected?

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Open a ticket in Coaching

Past RAUM-answered ticket activity can be opened directly in AI Coaching. The Coaching workspace loads the ticket context so you can investigate the response and propose a procedure, guideline, or memory change without manually reconstructing the case.

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System Activity

System Activity surfaces organization/user actions and operational events in chronological order. Use it when the issue is configuration or administration rather than the customer-facing answer itself. Examples include understanding whether a setting changed, a resource was modified, or another administrative action occurred around the same time as an incident.

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Audit

The Audit tab provides the audit-trail view with pagination and filters for review work. Use it for structured administrative investigation rather than as a replacement for Ticket Activity’s AI-run details.

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Troubleshooting workflow

1. Start with the affected Zendesk ticket.
2. Open its Ticket Activity entry.
3. Check which procedures/guidelines were actually used.
4. Review tool results and action delivery where applicable.
5. Compare confidence and model behavior.
6. Open the ticket in Coaching when knowledge or policy needs correction.
7. Use System Activity/Audit if a configuration change may have caused the regression.