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Open AI Assistant → Zendesk → Agent Experience for settings that affect how Assistant interacts with Zendesk work around your agents. The current tab groups Timezone, Attachments, and Directives.

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Timezone

Set the organization’s Global Timezone using an IANA timezone value. RAUM currently uses this timezone when matching Updates to ticket times. Choose the business timezone your temporary guidance is intended to follow rather than assuming server time matches your support operation.

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Attachment processing

Enable Attachment Processing when Assistant should inspect supported ticket attachments for AI responses. The setting includes a configurable maximum attachment size from 1 to 200 MB. The current default is 50 MB. The limit applies to attachment OCR/file parsing behavior. Disable attachment processing when your organization does not want ticket attachments entering the Assistant processing path.

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Leadership directives

Directives provide privileged internal instructions to the Assistant workflow. The current directive system can be configured to read supported direction from:
  • an internal note with a configured trigger prefix; and/or
  • a configured Zendesk custom field.
Treat directives as trusted operational input. Do not design a workflow where arbitrary customer text can masquerade as a leadership directive merely because it contains the same words.

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Use directives for exceptional internal control

Directives are appropriate for explicit internal handling instructions that should affect a particular ticket. Durable support policy belongs in procedures/guidelines. A directive is not a substitute for maintaining the knowledge base.

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After changing Agent Experience

Test:
  • an Update whose timing crosses a timezone boundary;
  • a ticket with an allowed attachment near your configured size limit; and
  • any leadership-directive source you enable.
Use Copilot or Simulation before relying on a new directive path in Agent Mode.

Updates

Create time-limited guidance that uses the global timezone.

Quality & Testing

Test directive and attachment behavior before autonomous use.