> ## 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 Agent Experience

> Configure the Assistant timezone, attachment processing, and privileged leadership directives used in Zendesk workflows.

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**.

## 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.

## 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.

## 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.

## 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.

## 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](https://docs.raum.am/assistant/updates.md)**
>
> Create time-limited guidance that uses the global timezone.

> **[Quality & Testing](https://docs.raum.am/assistant/quality-testing.md)**
>
> Test directive and attachment behavior before autonomous use.


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