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The Zendesk area in AI Assistant is the administrator control center for the RAUM-Zendesk integration. Open AI Assistant → Zendesk. The workspace is divided into five tabs.

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Setup & Sync

Use Setup & Sync to manage the Zendesk connection and synchronized metadata. This area covers tasks such as:
  • reviewing the connected Zendesk account;
  • OAuth or API-token connection state;
  • reconnecting when required;
  • checking the most recent synchronization;
  • viewing the next scheduled synchronization when available; and
  • triggering synchronization manually.
For initial connection instructions, see Connect Zendesk.

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Automation

Automation contains three sections: AI Mode, Webhooks, and Performance.

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AI Mode

Choose between:
  • Copilot Mode — agents request and review Assistant output.
  • Agent Mode — qualifying Zendesk events can be processed automatically.
Agent Mode also controls internal-note-only delivery, public reply confidence bands, fallback ticket completion, and required field completion. Agent Mode details →

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Webhooks

The Webhooks section controls how Zendesk events enter RAUM’s automated processing flow. It also includes skip-rule configuration for criteria such as:
  • phrases;
  • regular expressions;
  • Zendesk channels;
  • tags;
  • organizations; and
  • groups.
Use skip rules when a class of tickets should not enter AI processing at all.

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Performance

Performance contains:
  • Response Caching — enable/disable cached responses and configure a 1–480 minute TTL.
  • Copilot Pre-cache — optionally generate new-ticket answers ahead of an agent click, with a 1–48 hour TTL and optional channel restriction.
  • Cache Management — clear organization cache when you need fresh results after a major configuration change.
Pre-cache is available in Copilot Mode.

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Agent Experience

The Agent Experience tab groups settings that affect how Assistant behaves around agents rather than how the model itself is configured.

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Timezone

Set the timezone used by supported Zendesk/Assistant workflows where local time interpretation matters.

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Attachments

Control supported attachment-processing behavior and limits for ticket context.

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Directives

Leadership directives provide a controlled way to pass explicit internal direction into the Assistant workflow. The current configuration can use supported internal-note triggers and/or a configured Zendesk custom field. Treat directives as privileged operational input, not as customer-authored text.

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Enrichment

The Enrichment tab configures AI-generated Zendesk ticket metadata. Supported configuration includes trigger timing such as:
  • disabled;
  • on ticket creation;
  • when Generate runs; or
  • both.
Enrichment can map outputs such as sentiment, category, and summary into configured Zendesk fields and can support routing/tag behavior where configured. Use enrichment for structured ticket metadata. Do not bury customer-facing response policy inside an enrichment field description.

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Zendesk Security

The Zendesk Security tab manages Zendesk-app installation state and its scoped RAUM credentials. Use it to:
  • review the Marketplace app installation;
  • install or repair the public app where available;
  • generate or rotate the app credential when a manual setup requires it; and
  • review the organization identifier used by the app.
The current public Marketplace app has the RAUM backend host built in. Manual installation uses Organization ID + RAUM API token, not a configurable Backend URL. Zendesk app installation →

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Email & Agent Chat

The Assistant sidebar also exposes Email & Agent Chat when Chat Mode is enabled for the organization. This is separate from the public AI Chatbot product. It concerns Assistant behavior inside Zendesk agent conversations and the faster realtime path used by the Zendesk app. For the controls agents use in realtime conversations, see Chat and messaging mode. After a major Zendesk configuration change:
  1. verify Setup & Sync;
  2. confirm the expected AI Mode;
  3. check webhook and skip-rule scope;
  4. review Performance/caching settings;
  5. confirm enrichment field mappings;
  6. run a test ticket in Copilot Mode; and
  7. use Simulation before enabling new ACTION behavior or broader Agent Mode automation.

Connect Zendesk

Authorize Zendesk and provision the initial webhook, triggers, and app.

Quality & Testing

Validate changes against representative tickets without executing real actions.