> ## 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 Automation

> Configure Copilot or Agent Mode, webhook behavior, AI skip rules, response caching, and Copilot pre-cache.

Open **AI Assistant → Zendesk → Automation** to control when Assistant runs and how automated work is delivered.

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

## AI Mode

Choose:

* **Copilot Mode** for agent-requested, agent-reviewed responses; or
* **Agent Mode** for webhook-driven autonomous processing.

Agent Mode additionally lets you configure:

* internal-note-only delivery;
* public reply confidence bands;
* fallback ticket completion; and
* required-field completion.

[Agent Mode →](https://docs.raum.am/agent-mode.md)

## Webhooks

The webhook settings control which Zendesk events can invoke RAUM's automated behavior.

The onboarding flow normally creates/reconciles the standard webhook and triggers first.

The configuration can also produce trigger payloads for enabled Assistant features where manual Zendesk setup is required.

## AI skip rules

Skip rules prevent selected tickets from entering AI handling.

Supported rule types include:

* phrases;
* regular expressions;
* Zendesk channels;
* tags;
* Zendesk organizations; and
* Zendesk groups.

Use skip rules for tickets RAUM should never process, not as a late-stage instruction hidden inside a procedure.

## Response caching

Response Caching can reuse a valid recent result.

Administrators can:

* enable/disable response caching; and
* set the cache duration from **1 to 480 minutes**.

Clear the organization cache after major knowledge/model/configuration changes when you specifically need fresh results immediately.

## Copilot pre-cache

Copilot Mode can pre-generate answers when qualifying new-ticket webhook events arrive.

Configure:

* whether pre-cache is enabled;
* a **1–48 hour** pre-cache TTL; and
* optional Zendesk channel restrictions.

If no channels are selected, pre-cache applies to all supported channels.

Pre-cache exists to improve agent latency. It does not mean every later Generate operation must reuse the cached answer regardless of context.

## Clear all cache

The Cache Management control clears organization cache including pre-cached ticket responses, response cache, and tool-result cache.

Use it deliberately because clearing everything trades freshness for increased provider/tool work on subsequent requests.

> **[Copilot Mode](https://docs.raum.am/copilot-mode.md)**
>
> Understand agent-reviewed generation and pre-cache.

> **[Agent Mode](https://docs.raum.am/agent-mode.md)**
>
> Configure confidence-based autonomous delivery.


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