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Open AI Assistant → Zendesk → Enrichment to configure structured metadata RAUM can add to Zendesk tickets. Enrichment is separate from the customer-facing reply. Its job is to make the ticket easier to route, report on, and understand operationally.

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Trigger mode

The current Enrichment configuration supports:
  • Disabled
  • On creation
  • On Generate
  • Both
Choose the trigger based on when you need the structured data. For example, creation-time enrichment helps early routing, while Generate-time enrichment can use the context available when the agent invokes Assistant.

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Field mappings

Enrichment can map outputs into configured Zendesk fields such as:
  • sentiment;
  • category; and
  • summary.
Use dedicated fields with clear purpose. Avoid mapping several unrelated AI outputs into one overloaded custom field simply because it already exists.

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Routing and tag rules

The configuration can also include behavior such as:
  • category-based routing/tag rules;
  • content-based tag rules; and
  • smart-tag behavior/instructions where enabled.
Review existing Zendesk triggers before adding AI-driven tags so two automation systems do not spend the afternoon re-routing the same ticket in circles.

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Enrichment fields and Sources

RAUM-managed enrichment fields are treated specially and can be hidden from the normal Sources → Ticket Fields manager. Configure enrichment semantics here rather than adding competing AI descriptions in the ordinary field source UI.

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Test enrichment

After changing the configuration:
  1. use a test ticket representing a common category;
  2. verify the expected fields update;
  3. check routing/tag side effects;
  4. test ambiguous tickets; and
  5. confirm Agent Mode behavior still meets any required-field policy.

Ticket Fields

Add guidance for normal synchronized Zendesk fields.

Agent Mode

Understand required field completion in autonomous handling.