Expand all
ServiceDesk Plus delivers a range of AI capabilities designed to improve efficiency, communication, and service experiences, while offering the flexibility to choose between Zia LLM, ChatGPT and Azure OpenAI. From helping technicians swiftly generate resolutions and replies to enabling process owners to build workflows and develop low-code scripts, Zia accomplishes your service desk goals in seconds
with simple prompts.
Process owners need not spend hours ideating, building, and refining ITSM workflows. Simply describe or show what you are aiming to achieve, and Ask Zia builds the relevant workflows out for you in real time. It also highlights incomplete nodes and auto-fixes them, summarizes workflows, and explains how it all works.
Choose between Zia LLM, ManageEngine's native enterprise LLM, or public LLMs like ChatGPT and Azure OpenAI. You can even select different AI providers for every GenAI-powered capability depending on your unique needs.
Zia can generate resolutions from ticket conversations or resolutions from similar tickets in the past.
Technicians can also generate structured, ready-to-use solutions with title, content, and keywords,
and add them to the native KB.
Zia, combined with power of ChatGPT, can draft post-incident reviews by going through ticket conversations and notes to generate a structured summary of the incident. Technicians can review the summary, including the symptoms, root cause, impact, and diagnostic steps, and edit the details as needed. This capability is available as a free extension in the ManageEngine Marketplace.
Zia can generate knowledge excerpts with citations to KB articles through retrieval-augmented
generation and generate summaries in response to queries within the Ask Zia conversational
virtual agent or when creating tickets.
Zia can quickly generate concise summaries of conversations, providing instant context for faster decision-making. With the ability to regenerate summaries as new information is added, technicians always have the most up-to-date overview of each request.
Compose clearly and concisely across tickets and ITSM practices. Zia empowers technicians to draft replies, notes, resolutions, and descriptions or even generate checklists with natural language prompts. Additionally, the Zia Reply Assist feature helps generate tailored responses to ticket conversations, ensuring each response is perfectly suited to the situation.
Let users acknowledge asset receipts and approve requests by simply replying to the notification emails from ServiceDesk Plus. Zia, through the selected GenAI model, will intelligently detect the intent from email replies and automatically apply the intended action within ServiceDesk Plus.
Deploy bespoke, low-code automations faster with the Zia Code Generator for custom functions and custom scripts. Key in your prompt detailing the actions you desire and let Zia generate a custom function for a bespoke automation or a custom script (JavaScript snippets) for template-level customizations.
Draw insights into your ChatGPT or Azure OpenAI usage by analyzing the number of times users have accessed the GenAI capabilities via the integration and keep token consumption in check.
If you have questions about how ServiceDesk Plus can help you harness the power of GenAI for your everyday service desk activities, talk to our product experts today.
Book your free slot→