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.