Action and Edit

Email Mode includes Action and Edit for work that does not fit a single preset button. They look similar because both accept an instruction, but they operate on different things.

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Action

Use Action to give RAUM a ticket-aware support instruction. Action can use:

• the ticket conversation and Zendesk context;
• procedures;
• organization knowledge;
• SOURCE tools; and
• ACTION tools according to their configured approval rules.

Examples:

• check the customer’s current order and explain the status;
• follow the cancellation procedure for this ticket;
• determine whether the customer qualifies for a refund;
• prepare the appropriate ticket changes; or
• perform an approved external operation and write the resulting response.

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Run an Action

1. Click Action.
2. Enter the instruction.
3. Execute it.
4. Respond to any procedure/tool decision or ticket-change approval prompt.
5. Review the resulting composer text and Zendesk changes.

Action can run even when there is no existing composer draft because the instruction is about the ticket/workflow rather than only editing text.

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Decision-first workflows

An Action can discover that the relevant procedure or tool requires an agent choice. The app pauses and presents the available options. The agent can choose one and optionally add notes. RAUM then resumes the workflow with that decision rather than guessing. Multiple decisions can be collected sequentially when the workflow requires them. Approvals and decisions →

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Edit

Use Edit to transform the text already present in the composer with a specific instruction. Examples:

• shorten this response;
• make the explanation clearer;
• lead with the resolution;
• preserve the first paragraph but rewrite the rest;
• remove repetition; or
• add a specific detail from the ticket.

Edit is disabled when there is no composer text to modify.

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Action versus Edit

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Zendesk ticket-change approvals

A generated workflow can also recommend Zendesk changes such as permitted status, tag, group, assignee, or field operations. When explicit agent authorization is required, the app presents a separate ticket-change approval prompt instead of silently applying the suggestions. If applying or recording approved changes fails, the draft can remain usable while the app warns the agent to review the ticket before submission.

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Cached Action/Edit results

Where response caching applies, the app can ask whether to use the cached result or regenerate a fresh one.