How to use it
1
Open a ticket
Open any ticket in Zendesk. The RAUM AI toolbar appears in the reply composer area.
2
Click Generate
Click the Generate button in the toolbar. RAUM AI reads the ticket subject, body, full conversation history, Zendesk tags, and any connected procedures or knowledge base articles.
3
Wait for the response to stream
The reply streams into the composer in real time. A Stop button appears while generation is in progress — click it to cancel if the response is going in the wrong direction.
4
Review, edit, and send
Read the draft. Make any edits you need, then send as you normally would in Zendesk.
What the AI uses to generate the reply
- The full ticket conversation thread
- Your configured procedures (matched by semantic similarity)
- Your configured response guidelines (tone, brand voice, channel rules)
- Live data from any connected integrations (e.g. order status, account info)
Email vs. chat tickets
Generate works differently depending on the ticket channel:All Generate actions are unlimited in Copilot Mode on every plan. There are no per-reply charges.