RAUM AI Assistant

RAUM AI is an AI support agent for Zendesk. It resolves tickets end to end, or drafts replies in the editor for agents to review — using your own AI provider key, so model spend stays at provider rates.

Resolve tickets automatically

When a ticket arrives, RAUM can research and answer it without an agent: it reads the request, plans an approach, pulls in your procedures, Help Center articles and connected data, then writes a grounded reply. You choose which queues it handles and which confidence levels may answer a customer directly; anything below that bar is posted as an internal note for an agent instead of being sent. It answers from your written procedures, brand-voice guidelines and Help Center rather than generic model knowledge, and can crawl your public docs. Every run is logged with its reasoning, sources and confidence, so you can audit why it answered as it did.

Act on your systems, not just talk about them

Connect your own APIs and MCP servers and RAUM can look up an order or fetch account state mid-ticket, then answer from real data. Actions that change state — cancelling an order, issuing a return — are held for explicit agent confirmation by default, so nothing on a customer's account changes without a person approving it.

In the ticket editor

Generate writes a contextual first draft from the ticket subject, description and conversation, grounded in your procedures and brand voice. Rewrite refines an existing reply — tone, wording, grammar — in one click, with undo. Translate converts it into any of 20+ languages, and the Action button runs custom instructions. The sidebar shows live Ticket Insights: sentiment, category, confidence and a summary.

Bring your own AI key (BYOK)

Connect your own OpenAI, Anthropic (Claude) or Google Gemini account. You choose the model and pay that provider directly at cost — we do not mark up model spend, and your ticket content is processed under your own AI account. RAUM's subscription is separate; each plan includes a monthly allowance of automated resolutions.

Get started

Start at https://raum.am/onboarding: create your organization, connect your AI key and Zendesk, and this app installs itself.

Data & privacy

To generate a response, the app sends the ticket subject, description, conversation comments and your typed instruction over an encrypted (TLS) connection to the RAUM AI backend, authenticated with your organization API key. Using the Zendesk credentials you connect, the backend may also read ticket and Help Center content and, if you enable enrichment, write sentiment, category and summary values to the fields you configure. If you enable autonomous resolution, it also posts replies or internal notes to the tickets you allow it to handle. Personally identifiable information is masked before processing, and the app does not store ticket content. Ticket data is processed only by the AI provider you connect. See https://raum.am/privacy.