# Zia Agents for service desk: An AI agent for every ITSM need

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

## The perfect sidekicks for enterprises that want outcomes, not the grind.

Zia agents in ServiceDesk Plus are high-value AI agents that don't just answer questions, they get work done. Where humans miss tasks, drown in data, or simply run out of hours, Zia Agents step in so nothing stands between your service teams and the business goals that matter.

## Your AI dream team starts here

### An agent for every ITSM need

Deploy different Zia agents for different ITSM needs. Ground these agents in your business context, connect them to your tools, and set the guardrails they should operate within. On the on-premises version of ServiceDesk Plus, deploy out-of-the-box AI agents in a single click.

![Multiple Zia agents deployed for different ITSM needs in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ai-service-desk-agents.png)

### Bespoke agents built from scratch

With the Agent Studio, create AI agents from scratch or let the built-in AI assistance help you configure your agent through simple natural language prompts. Drafting, testing, and deployment all happen in a single, no-code workspace.

![Agent Studio no-code builder interface for creating custom Zia agents in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/agent-studio-no-code-builder.png)

### A taskforce of agents working together

For complex workflows, set up a master agent to delegate tasks across a network of specialized subagents, and trust them to drive everything to completion without your team lifting a finger.

![Multi-agent orchestrator in ServiceDesk Plus coordinating Zia agents for complex ITSM workflows](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-multi-agent-orchestrator.png)

## 5 steps are all it takes to get your agent up and running.

### 1. Define your agent's role and purpose

Define who your agent is and what it's here to do. You also choose the AI model that powers the agent, whether that's a Zoho-hosted model or your preferred provider through our bring your own key (BYOK) model. Your agent can be built your way.

![Interface for defining a Zia agent's role, purpose, and AI model in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/build-zia-agent-role-and-model.png)

### 2. Ground your agent in your business context

Control how your agent thinks by grounding it in your own knowledge sources. Upload documents in multiple formats or pull content directly from Zoho WorkDrive and Zoho Learn. On top of that, real-time web scraping lets your agent dynamically pull live data from online sources.

![Zia agent setup in ServiceDesk Plus with business knowledge, documents, and connected data sources](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ground-zia-agents-in-business-knowledge.png)

### 3. Equip your agent with the right tools

This is your agent's action layer. Choose from ready-to-use system tools with predefined APIs that connect seamlessly with Zoho and ManageEngine services or build your own custom tools to integrate with the software your team already relies on.

![Zia agent configuration with connected tools and actions for ITSM workflows in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/connect-zia-agents-to-itsm-tools.png)

### 4. Set the rules your agent should live by

Keep your agent on track with built-in and custom guardrails. System-enabled guardrails provide a baseline of responsible behavior out of the box. Layer on your own custom rules so the agent always operates within your boundaries.

![Guardrail and policy settings for controlling Zia agent behavior in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/configure-zia-agent-rules.png)

### 5. Track every move that your agent makes

Get full agent-level visibility with dedicated session tracking that monitors success rates, tool calls, LLM calls, and token usage in real time. Easier debugging, simpler monitoring, and clear session-level logs mean you can spot issues quicker, fix them faster, and keep your agent performing at its best.

![Agent observability dashboard in ServiceDesk Plus showing session activity, tool calls, and performance](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/monitor-zia-agent-sessions-and-actions.png)

## On demand when your team needs it. In the background when your workflow calls for it.

Getting things done with Zia Agents is simple. Ask when you need help, or set your agents up to act at the right touchpoints. However the task comes in, Zia Agents are ready to take it on.

### On demand, right when you need help

Ask Zia is where your teams already go for answers. Now it is also where they get things done. Just type what you need and the right agent picks up the task.

From triggering a SecOps Assistant to scan a suspicious URL to asking the Entra ID User Manager to update a user's profile, Zia agents are only a prompt away.

![Ask Zia in ServiceDesk Plus providing on-demand help through the right AI agent](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ask-zia-for-cloud-agent-help.png)

### Automatically, at the right touchpoint

Some tasks don't have to wait for a prompt. They just need to happen at the right moment.

Your service desk resolves issues efficiently with Zia Agents. The process can include picking up a new ticket, categorizing it, and sending a first response, through to automatically posting detailed feedback notes within each ticket for continuous service delivery improvement.

![Zia agents automating ticket actions and service desk workflows at the right touchpoints](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-agents-service-desk-workflow-automation.png)

## Outsource the grind to Zia Agents

With the Zia Agent Studio, the possibilities are endless and your team can build an agent for virtually any use case that your ITSM demands. Here are some of the use cases where Zia Agents can come in handy.

Explore the out-of-the-box agents available in the on-premises version of ServiceDesk Plus.

### L1 Support Agent

![L1 Support Agent](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/prebuilt-l1-support-agent.png)

Provides first-level support for Tier 1 tickets by analyzing the request details, surfs though the KB in ServiceDesk Plus, and communicates the solution to the requester via email.

### Request Resolution Agent

![Request Resolution Agent](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/prebuilt-request-resolution-agent.png)

Analyzes the tickets marked as resolved or closed, generates a summary that captures details on the issue, the root cause and findings, the resolution steps taken, and the preventive measures. The agent then adds the summary as a resolution within the ticket.

### Incident Review Summarizer

![Incident Review Summarizer](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/prebuilt-incident-review-summarizer.png)

Analyzes the details within the incident tickets that are marked as resolved or closed, and generates a PIR that captures everything that happened throughout the incident's timeline. The agent then adds the report as a note to the ticket.

## Multi-agent orchestration so your teams can sit back and let Zia Agents do their thing

Teams working in silos are often counterproductive. This applies to AI agents too.

When a single agent carries too much responsibility, context gets lost, prompts become harder to manage, and complex workflows start to break down.

Multi-agent orchestration fixes this by bringing specialization into the picture.

- ![](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/bullet-icon.png) A master agent takes the lead
- ![](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/bullet-icon.png) Routes tasks to a network of purpose-built subagents
- ![](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/bullet-icon.png) Each subagent focuses on doing its specific job
- ![](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/bullet-icon.png) Together they work through complex workflows from start to finish

![Zia agents in orchestrating employee onboarding process with AI](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-agents-employee-onboarding-orchestrator.png)

## Your AI. Your data. Your rules

### Model flexibility

![Model flexibility](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/data-rules-model-flexibility.png)

Choose our Zoho hosted model or bring your own key to use your preferred model. This gives you full flexibility and no lock in to a single AI provider.

### Privacy first design

![Privacy first design](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/data-rules-privacy-first.png)

Your data never trains or fine-tunes the AI model. Be in control over what information your agents can consume and share.

### Guardrails you define

![Guardrails you define](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/data-rules-guardrails-you-define.png)

Set the boundaries your agents operate within. Define exactly what your agent can and cannot do with built-in and custom guardrails.

## Connect ServiceDesk Plus with the LLMs and AI agent platforms of your choice and run your ITSM operations your way with Zoho MCP

[Explore More](https://www.manageengine.com/products/service-desk/ai/zoho-mcp.html)

![Zoho MCP linking ServiceDesk Plus with LLMs and AI agent platforms for custom ITSM workflows](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zoho-mcp-connect.png)

## FAQs

### What are Zia Agents in ServiceDesk Plus?

Zia Agents are high-value AI agents that are grounded in your business reality and equipped with the tools you define to take action across your ecosystem and get work done.

### How long does it take to set up a Zia Agent?

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.

### Do I need technical expertise to build a Zia Agent?

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.

### What tools can Zia Agents connect to?

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.

### Can Zia Agents work together on complex tasks?

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.

### What happens if an agent makes a mistake?

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.

### How do Zia Agents work within ServiceDesk Plus Cloud?

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.

![Capabilities of Zia Agents in ServiceDesk Plus Cloud](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/sericedesk-plus-cloud-zia-agents-capabilities.png)

### How do Zia Agents work within ServiceDesk Plus On-premises?

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.

![Capabilities of Zia Agents in ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/sericedesk-plus-zia-agents-capabilities.png)

### Can I restrict which users or teams can access a Zia Agent?

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.

### Can I choose which AI model powers my agents?

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.

### Is my data safe with Zia Agents?

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.

### Can I see what my agents are doing?

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.