# RAUM AI

> AI Ticket Resolution for Zendesk

## Docs

- [Agent Mode: autonomous ticket resolution](https://docs.raum.am/agent-mode.md): raum receives Zendesk tickets via webhook, runs the four-step pipeline, and resolves them end-to-end without human involvement. Metered by auto-resolutions per month.
- [Set proactive alerts for support quality](https://docs.raum.am/analytics/alerts.md): Configure threshold-based and content-based alerts that notify you when CSAT drops, bad ratings spike, AI confidence falls, or ticket volumes surge.
- [Analytics dashboard: track AI performance](https://docs.raum.am/analytics/dashboard.md): Understand your AI support operation at a glance. The raum dashboard shows cost per ticket, resolution stats, CSAT, agent usage, cache performance, and more.
- [Detect and close knowledge gaps](https://docs.raum.am/analytics/knowledge-gaps.md): raum flags tickets where the AI had low confidence or no matching procedure. Learn to review gaps, create procedures to address them, and track resolution progress.
- [Connect your AI provider to RAUM AI](https://docs.raum.am/configuration/ai-provider.md): Bring your own API key from any major AI provider. RAUM AI encrypts your key at rest and uses it to power the full ticket-resolution pipeline.
- [Configure AI tone with response guidelines](https://docs.raum.am/configuration/guidelines.md): Guidelines teach RAUM AI how to communicate: brand voice, tone, channel-specific rules, and response templates the Answerer follows when drafting replies.
- [Connect external tools with integrations](https://docs.raum.am/configuration/integrations.md): Give RAUM AI live access to your business data. Connect REST APIs for order or billing lookups, or add MCP servers for real-time tool execution during ticket resolution.
- [Build procedures to guide AI ticket routing](https://docs.raum.am/configuration/procedures.md): Procedures are the knowledge base RAUM AI searches when resolving tickets. Write KNOWLEDGE entries for facts and RUNBOOK entries for step-by-step workflows.
- [Connect RAUM AI to your Zendesk account](https://docs.raum.am/configuration/zendesk-setup.md): Authorize RAUM AI to read and update your Zendesk tickets using OAuth or an API token, then configure webhooks so Zendesk sends events to raum automatically.
- [Copilot Mode: AI-assisted ticket replies](https://docs.raum.am/copilot-mode.md): RAUM drafts complete, context-aware replies inside the Zendesk composer. Your agents review, edit, and send — with unlimited usage on every plan.
- [How RAUM AI resolves support tickets](https://docs.raum.am/how-it-works.md): Learn how RAUM AI's four-step pipeline — Understand, Plan, Act, Reply — researches and resolves tickets instead of guessing at a single-shot answer.
- [Install the RAUM AI Zendesk app](https://docs.raum.am/install-zendesk-app.md): Install the RAUM AI app from the Zendesk Marketplace, configure your backend URL and API key, and get AI features live inside every ticket in under 5 minutes.
- [RAUM AI: Resolve tickets automatically in Zendesk](https://docs.raum.am/introduction.md): RAUM AI is an AI support automation platform for Zendesk teams. Resolve tickets end-to-end with a four-step pipeline, Copilot mode, and Agent mode.
- [Get started with RAUM AI in 15 minutes](https://docs.raum.am/quickstart.md): Create your RAUM AI account, connect an AI provider key, link your Zendesk instance, and send your first AI-drafted reply — all in under 15 minutes.
- [How RAUM AI handles and protects your data](https://docs.raum.am/security/data-handling.md): A detailed look at raum's data flow, PII redaction pipeline, field-level encryption, audit log contents, BYOK data sovereignty, and data retention policies.
- [RAUM AI security and compliance overview](https://docs.raum.am/security/overview.md): raum is built security-first: PII redaction before AI processing, AES-256-GCM encryption, full tenant isolation, audit logs, and RBAC for every account.
- [Generate a reply](https://docs.raum.am/using-the-app/generate.md): Use the Generate button to run the full RAUM AI pipeline and get a complete, context-aware draft reply streamed into the Zendesk composer.
- [Overview of the RAUM AI Zendesk app](https://docs.raum.am/using-the-app/overview.md): A quick tour of what the RAUM AI Zendesk app adds to your agent interface — the toolbar and the sidebar panel.
- [Rewrite and grammar check](https://docs.raum.am/using-the-app/rewrite-grammar.md): Polish your draft replies with the Rewrite and Grammar Check buttons in the RAUM AI Zendesk toolbar.
- [Ticket sidebar panel](https://docs.raum.am/using-the-app/sidebar.md): The RAUM AI sidebar shows real-time AI analysis for every ticket — sentiment, category, summary, confidence, suggested articles, macros, and similar tickets.
- [Translate a reply](https://docs.raum.am/using-the-app/translate.md): Translate your composer text into 20+ languages directly from the RAUM AI toolbar in Zendesk.