Sidebar

The Zendesk ticket sidebar contains the Ticket Insights panel for AI Assistant. It combines enrichment, answer feedback, evidence used in the latest Assistant response, and contextual Zendesk suggestions.

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Ticket enrichment

When available, the first card shows:

• Sentiment
• Category
• Confidence
• Summary

Sentiment/category appear as compact pills, confidence appears as High/Medium/Low, and the summary contains the Assistant’s short description of the ticket. If there is no enrichment yet, the sidebar shows No enrichment data yet. Enrichment can arrive after AI generation or from configured Zendesk enrichment fields.

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Confidence

Confidence belongs to answer-producing Assistant runs, not every text transformation. The sidebar suppresses confidence for operations such as Translate, Rewrite, and grammar/fix transformations rather than implying that a translation has the same answer-confidence meaning as a researched support response. Confidence is operational elsewhere in RAUM too, including Agent Mode delivery rules.

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Feedback

After a response that produced a reviewable answer, the sidebar can show Was this helpful? with thumbs-up / thumbs-down controls. Feedback is stored against the Assistant run rather than only against the ticket, which lets RAUM connect poor outcomes to the specific answer that produced them. Negative feedback can surface in AI → Coaching for review.

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Used In This Answer

The sidebar can display the resources recorded for the latest answer, including:

• procedures;
• Help Center articles; and
• macros.

Where the underlying resource can be resolved, the item can be rendered as a link rather than a dead label. Use this section when you need to know whether a bad answer came from a bad source or from the expected source not being selected at all.

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Suggestions

The sidebar can also show ticket-specific suggestions in three groups.

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Articles

Relevant synchronized Zendesk Help Center articles can be suggested for the current ticket.

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Macros

Suggested macros are filtered to macros the current agent is authorized to use. An agent can preview the macro content before applying it. Clicking the macro row applies the Zendesk macro unless the click was on the Preview control. The preview can summarize important macro effects such as:

• reply/comment content;
• tags;
• status;
• priority;
• group;
• assignee; and
• custom-field changes.

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Similar Tickets

The sidebar can show authorized similar Zendesk tickets and let the agent navigate to the selected ticket.

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Live updates

The sidebar listens for Assistant events from the ticket editor/background process and refreshes its state after generation. Some enrichment fields can arrive slightly later than the main response, so the sidebar can update after the composer has already finished receiving text. You do not normally need to reload the whole Zendesk page.

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If the sidebar stays empty

Check:

1. whether RAUM has processed the ticket yet;
2. whether enrichment is enabled/configured;
3. whether the Zendesk app is authenticated correctly;
4. whether the agent is viewing the correct ticket/app installation; and
5. Ticket Activity in the RAUM dashboard for the corresponding run.