Power your service desk with an AI taskforce that scales without limits, acts with swift intelligence, and never clocks out.

Minutes. You define the agent's role, connect it to your knowledge sources and tools, set your guardrails, and deploy. No code required, no long implementation cycles.

No. The agent studio is designed for IT administrators and business users alike. If you can describe what you want the agent to do, you can build it.

Zia Agents can natively connect to Site24x7, Endpoint Central, Zoho CRM, and other services across the Zoho and ManageEngine ecosystem through built-in system tools. For third-party services like Microsoft Entra ID, custom tools can be configured through custom API integrations. If a tool has an API, your agent can use it.

Yes. Multi-agent orchestration lets a master agent coordinate a network of specialized subagents, each handling a specific part of a complex workflow. The master agent routes the right work to the right agent and keeps everything moving.

Every Zia Agent operates within guardrails you define through custom do's and don'ts alongside system-level checks for fairness, bias, and toxicity. You stay in control of what your agent can and cannot do. Full session-level observability means you can review every decision, tool call, and outcome.

Zia Agents can be invoked through natural language prompts using Ask Zia or triggered automatically through predefined rules. Each agent is configured in the Agent Studio with its own knowledge base, tools, and guardrails. In ServiceDesk Plus, the right agent is selected based on the input, or it can be chosen manually by the user. Before any data reaches the underlying LLM, a security layer masks personally identifiable information. The LLM reasons over the anonymized input, grounds its response on the knowledge that is fed to it, calls the relevant tools, and returns a response.

In the on-premises deployment, AI agents will be automatically selected through Ask Zia or automation triggers. Before any query reaches the LLM, the security layer anonymizes personally identifiable information. The masked input is then passed to the LLM, which analyzes the request, selects the appropriate tools, and decides whether to call another tool or respond directly. Once the LLM produces a response, it is passed back through the security layer where all masked data is restored, and the final output is returned to the user through the ServiceDesk Plus interface.

Yes. Zia Agents can be published with granular access controls, letting you define which technicians or technician roles within an instance and which requester groups can access each agent.

Yes. You can use the Zoho-hosted model or choose other models by bringing your own key through BYOK support, giving you full flexibility and no lock-in to a single AI provider.

Yes. Your data is never used to train or fine-tune any AI model. Zia Agents are grounded in your own knowledge sources and operate entirely within your environment.

Full observability is built in. Every agent session is logged with step-by-step timelines, tool calls, LLM calls, token usage, and success rates so you always have a complete picture of what your agents are doing and why.

Zia Agents are available in the Enterprise edition of ServiceDesk Plus. If you are evaluating ServiceDesk Plus, you can start a 30-day free trial with no credit card required and explore the full capabilities of Zia Agents in your own environment.