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The RAUM AI Zendesk app is a native Zendesk Framework (ZAF) app that embeds directly inside the Zendesk agent interface. Once installed, it adds an AI toolbar to the ticket reply composer and a real-time analysis panel to the ticket sidebar — no browser extensions, no separate tabs, no copy-pasting.

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Prerequisites

Before installing the app, make sure you have:
  • A RAUM AI account — sign up at raum.am/onboarding if you haven’t already
  • Zendesk admin access to install apps from the Admin Center
  • Your RAUM AI Backend URL, API key, and Organization ID — find these in your RAUM AI dashboard under Settings

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Installation steps

1

Open the Zendesk Admin Center

In Zendesk, click the Admin icon (the gear) in the left sidebar, then navigate to:Apps and integrations → Apps → Zendesk Support appsYou will see a list of all apps currently installed in your Zendesk account.
2

Upload the RAUM AI app

The RAUM AI app is distributed as a private app package (.zip file).
  1. Download the latest .zip package from your RAUM AI dashboard under Settings → Zendesk App, or from your account manager.
  2. In the Zendesk Admin Center, click Upload private app.
  3. Give the app a name — for example, RAUM AI Assistant.
  4. Click Choose file, select the .zip file you downloaded, then click Upload.
Zendesk will validate the package and show you the app configuration screen.
3

Configure the app settings

During installation, Zendesk prompts you for three required settings. You can find all three values in your RAUM AI dashboard under Settings.
SettingWhat to enterWhere to find it
Backend URLYour RAUM AI backend hostname — host only, no protocol or pathSettings → Zendesk App
API KeyYour organization’s RAUM AI API keySettings → API Keys
Organization IDYour RAUM AI organization identifierSettings → General
Enter the Backend URL as a hostname only — for example, api.raum.am — with no https:// prefix and no trailing path. Zendesk’s domain whitelist matches hosts, not full URLs. If you include the protocol, Zendesk will reject outgoing requests with an InvalidDomain error.
Click Install to finish.
4

Enable the app for your agents

By default, a newly installed private app may not be visible to all roles. To enable it:
  1. In the Zendesk Admin Center, go to People → Roles.
  2. Select the role you want to enable the app for (for example, Agent or a custom support role).
  3. Under Apps, find RAUM AI Assistant and enable it.
  4. Click Save.
Repeat for each role that should have access to the AI features.
5

Verify the installation

Open any ticket in Zendesk as an agent with the enabled role.Check the following:
  • The ticket editor toolbar shows the RAUM AI buttons (Generate, Grammar Check, Translate, and others depending on the ticket channel).
  • The ticket sidebar shows the RAUM AI analysis panel on the right side of the ticket.
If the buttons do not appear, try refreshing the page. If the sidebar panel shows an error, double-check your Backend URL, API Key, and Organization ID in the app settings.

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What the app adds to Zendesk

The RAUM AI app registers in two locations inside the Zendesk agent interface: the ticket editor toolbar and the ticket sidebar.

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Ticket editor toolbar

The editor toolbar gives agents a set of AI-powered writing tools that operate on the content of the reply composer. The available buttons depend on whether the ticket is an email ticket or a live chat/messaging conversation.
ButtonWhat it does
GenerateRuns the full four-step pipeline (Understand → Plan → Act → Reply) and streams a complete, context-aware response into the composer. The AI reads the ticket subject, description, conversation history, Zendesk tags, and any connected knowledge base or procedures.
Grammar CheckCorrects grammar and spelling in the current composer text. Preserves your formatting, tone, and wording choices. Handles up to 5,000 characters.
TranslateTranslates the composer text into a target language. The original text is preserved above a separator, and the translation is appended below. Supports 20+ languages with native-language names in the selector.
RewriteRewrites the current composer text while keeping the same meaning. Useful for polishing a rough draft.
MCP ExecuteRuns a custom instruction against the ticket using your configured MCP (Model Context Protocol) tool integrations — for example, looking up an order, triggering a refund, or fetching account data from an external system.
All toolbar buttons are disabled while a request is in flight. A Stop button appears during generation so agents can cancel a response that is taking too long or going in the wrong direction.

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Ticket sidebar

The ticket sidebar panel shows real-time AI analysis of the current ticket. It updates automatically each time the AI processes a request — no manual refresh needed.
ElementWhat it shows
Sentiment badgeThe customer’s detected sentiment: Urgent, Negative, Neutral, or Positive. Displayed as a color-coded pill.
Category pillThe ticket category detected by the AI (for example, Billing Dispute, Password Reset, Shipping ETA). Displayed next to the sentiment badge.
SummaryA one- or two-sentence summary of what the customer is asking for. Appears below the pills and is useful when skimming a long conversation thread.
Confidence badgeThe AI’s confidence in its generated response: High, Medium, or Low. Color-coded. Does not appear after Translate, Rewrite, or Grammar Check actions, since those do not produce a full AI-generated answer.
The sidebar updates in real time by listening for the ai_action_complete event broadcast by the RAUM AI background process. You do not need to refresh the page or click anything — the sentiment, category, summary, and confidence badge all appear within a second or two of the AI finishing its response.
The sidebar also shows:
  • Suggested articles from your Zendesk Help Center that are relevant to the current ticket.
  • Suggested macros from your Zendesk macro library that match the ticket context. Click a macro row to apply it directly to the ticket.
  • Similar tickets from your ticket history that resemble the current one. Click a row to navigate to that ticket.
  • Feedback buttons to rate the AI response thumbs-up or thumbs-down. Feedback is logged against the specific AI response and used to surface quality trends in the RAUM AI analytics dashboard.

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Troubleshooting

  1. Confirm the app is enabled for your Zendesk role. Go to Admin Center → People → Roles, select your role, and check that RAUM AI Assistant is enabled.
  2. Refresh the page in your browser.
  3. Open the browser developer console (F12) and look for any errors related to the RAUM AI app.
  4. Confirm the app is installed in Admin Center → Apps and integrations → Apps → Zendesk Support apps.
  1. Go to Admin Center → Apps → RAUM AI Assistant → Settings and verify the Backend URL is correct. It should be a hostname only with no https:// prefix — for example, api.raum.am.
  2. Verify your RAUM AI service is running by opening https://{your-backend-url}/api/health in a browser. You should see {"status":"ok"}.
  3. Confirm the API Key and Organization ID match the values in your RAUM AI dashboard.
  1. Check that the API Key in the app settings matches your current API key in the RAUM AI dashboard under Settings → API Keys.
  2. Verify the Organization ID is correct.
  3. If you recently rotated your API key, update it in the Zendesk app settings: Admin Center → Apps → RAUM AI Assistant → Settings.
The sidebar loads enrichment data (sentiment, category, summary) only after the AI has processed at least one request for the current ticket. Open a ticket, click Generate, and the sidebar will populate once the response is ready.If you have previously processed the ticket and the sidebar is still empty, the enrichment custom fields may not be configured. Contact RAUM AI support to verify your enrichment field IDs are set up correctly for your Zendesk account.
Response time depends on your AI provider and model. For the fastest results:
  • Use a faster model for your All-purpose model (for example, gpt-4o-mini or claude-3-5-haiku).
  • Check your AI provider’s API status page for outages.
  • Verify your RAUM AI backend has sufficient resources if self-hosted.
The Generate action targets under 8 seconds at the 95th percentile. Grammar Check targets under 3 seconds. Translation targets under 4 seconds.

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What’s next

Get started with RAUM AI

Review the full setup guide if you haven’t completed account creation and Zendesk connection yet.

Copilot mode

Learn how to use the AI toolbar effectively as a writing assistant for your support team.

Agent mode

Enable fully autonomous ticket resolution so RAUM AI closes tickets in the background.

Configure integrations

Connect external tools so the AI can look up live data during the Act step.