> ## 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.

# Zendesk administration overview

> Map the Assistant Zendesk workspace: Setup & Sync, Automation, Agent Experience, Enrichment, Security, and agent chat settings.

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.

## 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](https://docs.raum.am/configuration/zendesk-setup.md).

## Automation

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

### 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 →](https://docs.raum.am/agent-mode.md)

### 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.

### 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.

## Agent Experience

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

### Timezone

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

### Attachments

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

### 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.

## 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.

## 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 →](https://docs.raum.am/install-zendesk-app.md)

## 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](https://docs.raum.am/using-the-app/chat-mode.md).

## Recommended administrator review

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](https://docs.raum.am/configuration/zendesk-setup.md)**
>
> Authorize Zendesk and provision the initial webhook, triggers, and app.

> **[Quality & Testing](https://docs.raum.am/assistant/quality-testing.md)**
>
> Validate changes against representative tickets without executing real actions.


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