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RAUM AI connects to your existing Zendesk account and uses your own AI provider key to understand, plan, act on, and reply to support tickets. This guide walks you through every step from account creation to your first AI-drafted reply in Copilot mode.
RAUM AI includes a 14-day free trial on every paid plan. No credit card is required to start.

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Prerequisites

Before you begin, make sure you have:
  • A Zendesk Support account with admin access
  • An API key from at least one supported AI provider — RAUM AI supports OpenAI, Anthropic, Gemini, Azure OpenAI, DeepSeek, Groq, Mistral, AWS Bedrock, Vertex AI, Moonshot, Qwen, OpenRouter, or a custom OpenAI-compatible endpoint

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Setup steps

1

Create your account

Go to raum.am/onboarding and fill in your account details:
  • First name and last name
  • Work email — you will receive a 6-digit verification code here
  • Password — minimum 8 characters
  • Company name — this becomes your organization’s identity in RAUM AI
Your company name is used to generate your dashboard URL, which will be {your-slug}.raum.am after your account is verified.
2

Choose a plan

On the same screen, select the plan that fits your team:

Starter — $79/mo

Up to 5 agents, 200 auto-resolutions per month. Unlimited Copilot usage. Best for small teams getting started.

Growth — $249/mo

Up to 20 agents, 1,200 auto-resolutions per month. Unlimited Copilot usage. The most popular plan.

Pro — $699/mo

Up to 50 agents, 4,000 auto-resolutions per month. Unlimited Copilot usage plus dedicated onboarding and priority support.

Enterprise — Custom

Unlimited agents, custom resolution volume, dedicated account manager, and custom security review. Contact sales to discuss.
Save 20% by choosing annual billing. You can switch plans at any time from your dashboard.
Every plan gives your whole team unlimited Copilot usage — only fully autonomous resolutions (where RAUM closes a ticket without any human involvement) count toward the monthly limit.
3

Connect your AI provider

RAUM AI is Bring Your Own Key (BYOK) — you connect your own AI account directly. Your data never passes through RAUM AI’s servers, and you pay your provider at cost with no markup.
  1. Select your AI provider from the grid. Supported providers: OpenAI, Anthropic, Gemini, Azure OpenAI, DeepSeek, Groq, Mistral, AWS Bedrock, Vertex AI, Moonshot, Qwen, OpenRouter, or Custom (any OpenAI-compatible endpoint).
  2. Paste your API key in the field below the provider grid. Your key is encrypted with AES-256-GCM before it is stored.
  3. For providers that require a base URL (Azure OpenAI, AWS Bedrock, Vertex AI, OpenRouter, or Custom), a Base URL field will appear. Enter your endpoint URL.
  4. Click Verify API Key & Fetch Models. RAUM AI will connect to your provider, confirm the key is valid, and load the available models.
  5. Once models load, select your All-purpose model (used for understanding, planning, and writing replies) and your Embedding model (used for knowledge base search). The first model in the list is selected automatically — change it if you prefer a different one.
You can skip this step during onboarding and configure your AI provider later from Settings. You will need a valid AI provider key before RAUM AI can generate any responses.
4

Connect Zendesk

Authorize RAUM AI to read and update your Zendesk tickets. You can use OAuth (recommended) or an API token.
Connecting Zendesk during onboarding is optional. If you skip it, RAUM AI will create your account and you can connect Zendesk later from Settings. However, the Zendesk Marketplace app requires a working connection before it can send requests to RAUM AI.
5

Verify your email

After you submit the Zendesk step, RAUM AI sends a 6-digit verification code to your work email.
  1. Check your inbox for an email from RAUM AI. Please make sure to check your Spam/Junk folder as well.
  2. Enter the 6-digit code in the Verification Code field.
  3. Click Verify & Create Account.
The code expires in 10 minutes. If it expires, click Resend code (available after a 60-second cooldown).Once verified, RAUM AI creates your organization and redirects you to sign in at {your-slug}.raum.am.
6

Set up Zendesk triggers (optional)

If you connected Zendesk during onboarding, RAUM AI offers to create Zendesk triggers automatically. These triggers fire the RAUM AI webhook when specific events happen in Zendesk.Select the triggers you want RAUM AI to create:
  • Ticket created — fires when a new ticket is submitted
  • Ticket solved — fires when a ticket is closed (useful for CSAT tracking)
  • Ticket rated — fires when a customer rates their experience
Click Set Up Selected Triggers and RAUM AI provisions the webhook and triggers in your Zendesk account. You can also do this later from Settings → Zendesk Setup.
7

Install the Zendesk Marketplace app

The RAUM AI Zendesk app adds the AI panel to every ticket editor and sidebar. Follow the Install the RAUM AI Zendesk app guide to complete this step.You will need:
  • Your RAUM AI Backend URL (shown in Settings → Zendesk App)
  • Your API key (shown in Settings → API Keys)
  • Your Organization ID (shown in Settings → General)
8

Send your first AI-drafted reply

With the Zendesk app installed, open any ticket in Zendesk.
  1. Click the Generate button in the ticket editor toolbar. RAUM AI runs the full four-step pipeline — Understand, Plan, Act, Reply — and streams the response directly into the composer.
  2. Review the draft. Edit it as needed.
  3. Click Submit to send the reply as normal.
You are in Copilot mode by default — RAUM AI drafts, you send. To enable fully autonomous resolution (where RAUM AI closes tickets without agent review), switch to Agent mode in your RAUM AI dashboard under Settings → Mode.
Start with Copilot mode for the first few days. Review the AI-generated drafts to confirm RAUM AI understands your tone and policies before enabling Agent mode.

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What’s next

Install the Zendesk app

Detailed instructions for installing and configuring the Zendesk Marketplace app.

How it works

Learn how the four-step AI pipeline processes each ticket.

Configure your AI provider

Switch providers, update your API key, or add a second model for embeddings.

Set up procedures

Teach RAUM AI your support policies so it knows how to handle each ticket type.