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The RAUM AI Zendesk app embeds directly inside the Zendesk agent interface. Once installed, it gives every agent two things: a set of AI-powered buttons in the ticket reply toolbar, and a real-time analysis panel in the ticket sidebar. Agents don’t need to leave Zendesk, open a separate tool, or copy-paste anything. Everything runs from inside the ticket.

Toolbar Features

Generate replies, translate, rewrite, fix grammar, and more — all from the ticket composer.

Sidebar Panel

Real-time ticket analysis: sentiment, category, summary, confidence, and suggested articles.

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Where the app appears

The RAUM AI app registers in two locations inside the Zendesk agent interface:
  • Ticket editor toolbar — a row of AI action buttons above or within the reply composer
  • Ticket sidebar — a panel on the right side of every ticket showing live AI analysis
Both update automatically as the AI processes the ticket. No manual refresh needed.

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Modes

The app works in two modes, which your admin configures:
ModeWhat happens
Copilot ModeThe AI drafts a reply when you click Generate. You review, edit, and send.
Agent ModeThe AI processes tickets automatically via webhook, without agent action. Your team only sees escalations.
Both modes can run simultaneously. See Copilot Mode and Agent Mode for details.