> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview of the RAUM AI Zendesk app

> A quick tour of what the RAUM AI Zendesk app adds to your agent interface — the toolbar and the sidebar panel.

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.

<CardGroup cols={2}>
  <Card title="Toolbar Features" icon="wand-magic-sparkles" href="/using-the-app/generate">
    Generate replies, translate, rewrite, fix grammar, and more — all from the ticket composer.
  </Card>

  <Card title="Sidebar Panel" icon="table-columns" href="/using-the-app/sidebar">
    Real-time ticket analysis: sentiment, category, summary, confidence, and suggested articles.
  </Card>
</CardGroup>

## 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.

## Modes

The app works in two modes, which your admin configures:

| Mode             | What happens                                                                                               |
| ---------------- | ---------------------------------------------------------------------------------------------------------- |
| **Copilot Mode** | The AI drafts a reply when you click **Generate**. You review, edit, and send.                             |
| **Agent Mode**   | The AI processes tickets automatically via webhook, without agent action. Your team only sees escalations. |

Both modes can run simultaneously. See [Copilot Mode](/copilot-mode) and [Agent Mode](/agent-mode) for details.