The Decision Point
If you're on Zendesk, you've probably noticed their AI add-ons: Copilot and Autoassist. But is Zendesk's native AI the right choice for your team?
Zendesk AI Limitations
Cost Structure
Zendesk charges $50/agent/month for AI capabilities. With 20 agents, that's $1,000/month before any resolution fees add up.
Single-Prompt Architecture
Zendesk Copilot fires one prompt and returns a response. There's no multi-step reasoning, no tool execution, no research phase.
No way to bring your own AI provider
You're locked into Zendesk's models and pricing. No way to see what you're actually paying for AI, and no control over where your data goes.
RAUM's four-step advantage
Four steps before any reply
- Understand: Reads intent and pulls in context from tags and history
- Plan: Researches paths to resolution against your knowledge base
- Act: Pulls live data from your connected tools and takes action when configured
- Reply: Writes the final response in your brand voice
Bring your own AI key
Connect your own OpenAI, Anthropic, or Gemini key. Pay your AI provider directly at cost — typically a few cents per ticket, with no markup from us.
Native Integration
RAUM lives inside your Zendesk ticket composer with Generate, Translate, and Grammar buttons. Agents never leave their workflow.
When to Choose Zendesk AI
- Very small teams (< 5 agents)
- Simple use cases only
- Already heavily invested in Zendesk ecosystem
When to Choose RAUM
- 5+ agents needing scale
- Complex support scenarios
- Need cost control and data sovereignty
- Want automatic ticket resolution capability