> ## 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.

# Troubleshoot the Zendesk app

> Fix installation, authentication, disabled controls, incorrect mode detection, generation timeouts, sidebar problems, and approval issues.

Use this page when the RAUM Zendesk app is installed but does not behave as expected.

## The app is missing entirely

Check:

1. the public **RAUM AI Assistant** Marketplace app is installed in the correct Zendesk account;
2. the current agent's Zendesk role is allowed to use the app;
3. the installation is enabled for the required locations; and
4. the agent workspace/ticket was refreshed after installation.

The current app registers in **ticket editor** and **ticket sidebar**.

## Authentication error

Manual installations use:

* RAUM Organization ID; and
* RAUM API token.

Confirm both belong to the same RAUM organization that is connected to this Zendesk account.

If the token was rotated, update the installed Zendesk app setting to the new token.

There is no Backend URL setting in the current public app.

## Generate works but Translate / Rewrite / Edit are disabled

These controls require existing text in the Zendesk composer.

* **Generate** can start from an empty composer.
* **Action** can start from a ticket-aware instruction.
* **Translate**, **Rewrite**, and **Edit** require composer text.
* Chat Mode **Fix**, **Friendly**, **Expand**, **Translate**, and **Rewrite** also require composer text.

If text is present but the state looks stale, click into the composer or reopen the ticket so the app can refresh the current editor state.

## The ticket is in the wrong mode

RAUM normally detects chat/messaging channels automatically.

The mode can also be affected by:

* the `raum_chat_ended` tag;
* a solved/closed realtime ticket; or
* a manual per-ticket mode override.

Click the **EMAIL MODE / CHAT MODE** badge to switch the current ticket manually when needed.

If a chat was explicitly ended, RAUM intentionally pins it to Email Mode for follow-up.

## Chat Reply timed out

Realtime Chat Mode has a no-progress watchdog so an agent is not left waiting indefinitely.

If RAUM reports a timeout:

1. review whether the ticket changed while the request was running;
2. confirm the AI provider and RAUM backend are healthy;
3. retry Chat Reply; and
4. if the problem repeats, check Assistant Activity/System Activity for the run.

A decision dialog pauses the stall watchdog, so simply reading an approval prompt should not cause a chat timeout.

## The app says another request is already running

The editor prevents conflicting actions from running concurrently.

Wait for the active request to finish, use **Stop** if it should be cancelled, or resolve the open cache/decision panel before starting another action.

## Cached response appears unexpectedly

Your administrator may have enabled Response Caching or Copilot pre-cache.

Use:

* **Use cached** when the preview is appropriate; or
* **Regenerate** for a fresh run.

Administrators can clear organization cache under **AI Assistant → Zendesk → Automation → Performance**.

## An approval dialog appears

This means the procedure/tool or Zendesk mutation is configured to require a human decision.

Read the condition and options rather than dismissing it reflexively. If the workflow should not require approval, the administrator should change the underlying procedure/tool policy rather than agents trying to bypass the dialog.

[Approvals and decisions →](https://docs.raum.am/using-the-app/approvals.md)

## Reply generated, but ticket fields/status were not changed

RAUM separates reply generation from ticket-change application.

If recording ticket changes fails, the app warns that the changes could not be recorded. Review the Zendesk ticket manually before submitting.

Also check for a status-conflict warning, which means RAUM intentionally withheld conflicting status instructions.

## Sidebar has no sentiment/category/summary

Check **AI Assistant → Zendesk → Enrichment**.

Those fields require the relevant enrichment behavior/data. Some values appear only after a ticket has been processed.

Run Generate on a representative ticket and compare the result with **Activity → Ticket Activity**.

## Sidebar has no suggestions

Suggestions depend on available synchronized resources and the current agent's Zendesk access.

Check:

* Help Center Article synchronization;
* Macros synchronization and agent visibility;
* whether there is enough ticket subject/description context; and
* whether the backend request is succeeding.

## A suggested macro does not apply

The sidebar uses Zendesk's native macro invocation.

The macro must still be accessible to the current Zendesk agent. If it is visible as a suggestion but Zendesk refuses the action, review the macro's Zendesk permissions/availability.

## Feedback buttons are missing

Feedback is tied to an eligible Assistant answer/log. It is not shown for every transformation or incomplete run.

Generate or Chat Reply must produce an answer that can be associated with the relevant Assistant activity record before the feedback card can be useful.

## Nothing here explains the issue

Use these two backend views next:

* **Activity → Ticket Activity** for the specific AI run.
* **Activity → System Activity / Audit** for configuration or administrative events.

Those views are more useful than reinstalling the app as a universal exorcism ritual.


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