> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# Updates

> Create time-limited operational guidance for outages, promotions, incidents, and temporary policy changes, with optional ticket targeting and follow-up.

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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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](https://docs.raum.am/assistant/zendesk-agent-experience.md)**
>
> Set the timezone used for Update matching.

> **[Activity](https://docs.raum.am/assistant/activity.md)**
>
> Review ticket behavior while an Update was active.


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