> ## 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 Enrichment

> Configure when RAUM enriches Zendesk tickets and map sentiment, category, summary, routing, and smart-tag outputs.

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.

## 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.

## 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.

## 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.

## 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.

## 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](https://docs.raum.am/assistant/ticket-fields.md)**
>
> Add guidance for normal synchronized Zendesk fields.

> **[Agent Mode](https://docs.raum.am/agent-mode.md)**
>
> Understand required field completion in autonomous handling.


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