Synchronization
Macros are synchronized from the connected Zendesk account as part of the Assistant resource sync. RAUM can index active macro content so it can participate in semantic knowledge retrieval where applicable.When to keep logic in a macro
Keep a Zendesk macro as the source of truth when it is primarily a Zendesk-managed reusable agent operation and your team already maintains it there. Use a RAUM procedure instead when the workflow requires:- explicit branching logic;
- several external-system checks;
- SOURCE/ACTION tools;
- detailed eligibility decisions; or
- behavior that must remain understandable outside the original Zendesk macro.
Avoid conflicting automation
A macro and a procedure can overlap. That is not automatically wrong, but overlapping instructions should agree about the intended result. If a Zendesk macro tells agents to leave a ticket pending while a RAUM runbook says solve it immediately, Assistant quality problems will be the least mysterious part of the incident.Keep synchronized content current
When macros change materially in Zendesk, synchronize Assistant resources again so RAUM is not reasoning from an old copy. Use AI Assistant → Zendesk → Setup & Sync to review the Zendesk synchronization state.Diagnose macro use
For a specific ticket, inspect Activity → Ticket Activity to see which resources were recorded for the Assistant run.Setup & Sync
Manage the Zendesk synchronization state.
Procedures
Move complex operational logic into explicit runbooks.