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Use Library → Updates for temporary guidance that should influence Assistant while a situation is active. Updates are intentionally different from durable procedures. If the guidance should still be true six months from now, it probably belongs somewhere else.

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Good uses for an Update

Examples include:
  • a service outage;
  • a temporary shipping delay;
  • a short promotion;
  • an incident affecting a subset of orders;
  • a temporary policy exception; or
  • a known issue with a defined start/end period.

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Required content

An Update needs a clear title, guidance content, and an active start time. It can also have an end time and additional matching/follow-up configuration.

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Target affected tickets

Updates can use explicit targeting such as:
  • Zendesk tags;
  • selected ticket fields; and
  • uploaded data mapped to Zendesk fields/tags where supported.
The matching mode controls how configured criteria combine. Use explicit targeting when the Update should affect only a known population rather than every ticket in the organization.

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Reference-only Updates

When an Update has no explicit targeting, RAUM treats it as reference guidance rather than permission to apply arbitrary ticket mutations. That distinction matters for follow-up status changes and action tags.

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Follow-up

An Update can require follow-up after the incident/policy window ends. Where configured, follow-up can include ticket delivery/status behavior and tags for the affected ticket set. Review those settings carefully before resolving the Update because follow-up is operational work, not just a note disappearing from AI context.

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Resolve an Update

Resolving an Update:
  • makes it inactive for Assistant context;
  • records the resolution time; and
  • moves it to the resolved view.
RAUM asks for confirmation before resolving an active Update.

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Reopen

A resolved Update can be reopened if the issue returns or was resolved accidentally. Reopening restores it to active context without requiring you to recreate the record from scratch.

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Archive behavior

Older resolved Updates move into the archived view after the product’s archive interval. The current UI archives resolved items after approximately two weeks.

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Global timezone

AI Assistant → Zendesk → Agent Experience → Timezone defines the IANA timezone RAUM uses when matching Updates to ticket times. Set this correctly before relying on time-bound guidance.

Agent Experience

Set the timezone used for Update matching.

Activity

Review ticket behavior while an Update was active.