> ## 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.

# Ticket sidebar panel

> The RAUM AI sidebar shows real-time AI analysis for every ticket — sentiment, category, summary, confidence, suggested articles, macros, and similar tickets.

The RAUM AI sidebar panel appears on the right side of every ticket in Zendesk. It updates automatically each time the AI processes a request — no manual refresh needed.

## 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.

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

## 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.