Ticket sidebar panel

What the sidebar shows

Element	Description
Sentiment badge	The customer’s detected sentiment: Urgent, Negative, Neutral, or Positive. Color-coded.
Category pill	The ticket category detected by the AI (e.g. `Billing Dispute`, `Password Reset`, `Shipping ETA`).
Summary	A one- or two-sentence summary of what the customer is asking for. Useful for skimming long threads.
Confidence badge	The AI’s confidence in its generated response: High, Medium, or Low. Does not appear after Translate, Rewrite, or Grammar Check.
Suggested articles	Help Center articles relevant to the current ticket.
Suggested macros	Zendesk macros that match the ticket context. Click a row to apply the macro directly.
Similar tickets	Past tickets that resemble the current one. Click to navigate to that ticket.
Feedback buttons	Thumbs up / thumbs down to rate the AI response. Used to surface quality trends in analytics.

When does it populate?

The sidebar loads enrichment data (sentiment, category, summary) after the AI has processed at least one request for the ticket. Open a ticket and click Generate — the sidebar will populate within a second or two of the AI finishing.

The sidebar listens for an event broadcast by the RAUM AI background process. It updates in real time without any page refresh.

Confidence scores

The confidence badge tells you how certain the AI was about its response:

High — the AI matched a procedure clearly and has live data. The draft is likely accurate.

Medium — partial match. Review the draft before sending.

Low — the AI wasn’t confident. Read carefully, edit as needed, or escalate.

In Agent Mode, low-confidence tickets can be configured to route to a human instead of resolving automatically.

Getting Started

Toolbar Features

Sidebar Panel

Ticket sidebar panel

What the sidebar shows

When does it populate?

Confidence scores

​What the sidebar shows

​When does it populate?

​Confidence scores

What the sidebar shows

When does it populate?

Confidence scores