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The RAUM AI Assistant Zendesk app adds AI controls directly to the Zendesk agent workspace. It runs in two Zendesk locations:
  • Ticket editor — generation, translation, rewriting, custom actions, editing, and realtime chat controls.
  • Ticket sidebar — Ticket Insights, answer feedback, sources used, suggested articles/macros, and similar tickets.

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Two different kinds of “mode”

RAUM uses two separate mode concepts. They solve different problems.

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Assistant operating mode

Your administrator chooses Copilot Mode or Agent Mode in the RAUM dashboard.
  • Copilot Mode means agents ask RAUM to work and review the result.
  • Agent Mode lets qualifying Zendesk events be processed automatically according to the configured confidence/delivery policy.
These are organization-level Assistant settings.

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Zendesk app interaction mode

Inside the ticket editor, the app also displays Email Mode or Chat Mode.
  • Email Mode exposes Generate, Translate, Rewrite, Action, and Edit.
  • Chat Mode exposes Chat Reply, Fix, Friendly, Expand, Translate, Rewrite, and End Chat.
This controls which editor tools are appropriate for the current Zendesk conversation. It does not turn Copilot Mode into Agent Mode or vice versa.
The mode badge in the editor can be clicked to switch between Email and Chat Mode for the current ticket when automatic channel detection is not what the agent needs.

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Email Mode controls

Translate, Rewrite, and Edit require existing composer text. Generate can start from an empty draft.

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Chat Mode controls

Except for Chat Reply, the Chat Mode transformation controls require text in the composer.

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Streaming and cancellation

Generate and other supported AI operations can stream text into the Zendesk composer. While a request is running, conflicting controls are disabled and a Stop control can cancel the active request. If RAUM detects an upstream generation failure, the app does not insert the backend failure text into the composer. The ticket can be tagged raum_failed for manual review instead.

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Approvals and decisions

A support workflow may pause because RAUM needs an agent decision. This can happen for:
  • a procedure branch;
  • an ACTION tool that needs approval; or
  • proposed Zendesk ticket changes.
The editor shows an approval panel and resumes the workflow after the agent responds. Learn about approvals and decisions →

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Cached and pre-cached answers

When the administrator enables response caching or Copilot pre-cache, Generate can receive an already prepared valid response. Where a cached-answer decision is presented, the agent can choose to Use cached or Regenerate. This gives the agent a freshness override without forcing every pre-generated answer to be thrown away.

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Ticket Insights sidebar

The right sidebar can show:
  • sentiment and category;
  • confidence;
  • summary;
  • feedback controls;
  • resources used in the answer;
  • suggested Help Center articles;
  • suggested macros; and
  • similar tickets.
Ticket Insights →

Generate a reply

Run the full agent-reviewed Assistant flow.

Chat and messaging mode

Use the faster realtime Zendesk interaction path.

Approvals and decisions

Review procedure decisions, ACTION approvals, and ticket changes.

Troubleshooting

Fix missing controls, authentication problems, stalled requests, and empty sidebar data.