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RAUM can pause an Assistant run when proceeding requires human judgment or authorization. The Zendesk app has more than one kind of approval because choosing what the workflow means and authorizing a ticket mutation are different decisions.

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Procedure decisions

A RUNBOOK can require an agent to choose among explicit options before RAUM can continue. The decision dialog can show:
  • the condition being decided;
  • the procedure name;
  • the available options; and
  • an optional notes field.
After you choose an option, RAUM resumes the same support workflow using the selected instruction. This is useful for decisions that should remain human-controlled even when the surrounding reasoning is automated.

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ACTION-tool decisions

A state-changing external tool can also require an agent decision. The app presents the tool decision through the same decision-first flow rather than executing the mutation merely because the model proposed it. Examples might include:
  • choosing whether to create a return;
  • selecting the allowed refund path;
  • authorizing a subscription change; or
  • choosing among several operational branches.
The exact options come from the configured procedure/tool workflow.

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Zendesk ticket-change approval

RAUM can separately propose Zendesk-side changes such as supported status, tag, field, group, or other ticket mutations. When approval is required, the app presents those changes for review before recording them. You can approve the selected changes or dismiss them.
Approving the reply text is not automatically the same as approving every ticket mutation. Review the ticket-change prompt separately when it appears.

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Conflicting status instructions

If the Assistant pipeline produces conflicting ticket-status directives, RAUM withholds the conflicting status change and warns the agent to set the ticket status manually. This is deliberate fail-safe behavior. RAUM does not pick an arbitrary winner merely to keep the automation moving.

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What happens while the dialog is open?

The active Assistant run pauses while waiting for the decision. For Chat Mode, RAUM suspends the normal realtime stall watchdog during the decision so the conversation is not treated as timed out merely because a human is reading the options. After the decision is submitted, the run receives a fresh completion budget and continues.

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Cancel or dismiss

If you cancel the active request or dismiss a decision path, RAUM stops that pending workflow rather than inventing a choice. A cancellation does not reverse an external action that already committed before cancellation.

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Approval timeout

Pending agent-action decisions are bounded rather than waiting forever. If the approval is not answered within the supported window, the run can stop and leave the ticket requiring human handling. If that happens, reopen the ticket and restart the relevant Assistant action after confirming what still needs to be done.

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Automatic approval

Some ACTION connections or MCP tools can be configured for automatic approval by an administrator. Automatic approval is off by default for state-changing tools. Agents should not try to work around approval dialogs by asking for the same mutation through a different wording or button. The approval requirement belongs to the backend tool policy, not the phrasing of the prompt.

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If recording the change fails

The customer-facing draft can still be usable even if RAUM fails to apply or record a Zendesk mutation. When that happens, the app warns you to review the ticket before submitting it. Check status, tags, fields, and other expected mutations manually.

Action and Edit

Start a custom ticket-aware workflow from the editor.

Simulation

Test ACTION behavior without executing real side effects.