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Use Sources → Ticket Fields to manage how AI Assistant understands synchronized Zendesk ticket fields. Zendesk custom fields often contain labels and option values that make perfect sense to the team that created them and approximately nobody else. Field guidance makes that meaning explicit for RAUM.

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What RAUM synchronizes

A synchronized field can include:
  • field name;
  • field type;
  • field description;
  • AI guidance;
  • active state; and
  • option values for fields such as dropdowns.
Individual options can also have AI-facing descriptions.

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Add AI guidance

Use field-level AI guidance when RAUM needs more context than the Zendesk field title provides. Examples:
  • explain when a field should be populated;
  • distinguish similar internal fields;
  • define what a coded value represents;
  • state whether an option is customer-visible or internal; or
  • describe business meaning that is not obvious from the label.

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Describe dropdown options

Option descriptions are especially useful when Zendesk stores terse values such as rma_dmg, sub_cancel_1, or a historical label whose meaning survived longer than the employee who invented it. Describe the actual business meaning, not merely a prettier version of the option name.

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Enrichment-managed fields

Some fields are managed by RAUM features such as Enrichment or leadership directives. These app-managed fields can be hidden from the ordinary Ticket Fields manager so administrators do not accidentally create conflicting guidance for them. Use AI Assistant → Zendesk → Enrichment for enrichment field mappings.

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Agent Mode and required fields

Agent Mode can require expected field completion before an autonomous workflow is considered complete. If you enable that behavior, make sure the relevant field descriptions and options are unambiguous enough for the Assistant to choose correctly.

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Test field behavior

After changing field guidance:
  1. run a representative ticket in Copilot Mode;
  2. inspect proposed field changes;
  3. test edge-case option values;
  4. use Simulation for Agent Mode workflows; and
  5. verify downstream Zendesk routing/reporting still behaves as intended.

Zendesk administration

Configure enrichment and Agent Mode field behavior.

Agent Mode

Understand required-field completion in autonomous workflows.