# Here's your Zia conversational AI factsheet [ServiceDesk Plus] ![Zoho ManageEngine ServiceDesk Plus - IT service desk software](https://cdn.manageengine.com/products/service-desk/newsletters/images/sdp-logo-newsletter.png) **Newsletter — APRIL 2026** ## Hi there! ![hand](https://cdn.manageengine.com/sites/meweb/images/service-desk/mailers/images/hand.png) Warm greetings from the ServiceDesk Plus team, April is a busy one for ServiceDesk Plus: Zia Agents and Zoho MCP open up significant new AI capabilities to your IT service management. These capabilities will help you bridge your service desk's skill, workforce, and bandwidth gaps. Let's dive right in. ## Introducing Zia Agents and MCP support ![Zia Agents](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-agents.jpg) ### [Introducing Zia Agents: An AI task force your service desk can count on](https://www.manageengine.com/products/service-desk/ai/zia-agents.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Zia Agents in ServiceDesk Plus are high-value AI agents that can autonomously take action in ITSM workflows. Build your own no-code Zia Agents and leverage the multi-agent orchestrator, which connects a master agent with specialized sub agents, for more complex workflows. Your ITSM just got a whole lot more productive. [Learn more.](https://www.manageengine.com/products/service-desk/ai/zia-agents.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) ![AI tools and Zoho MCP for ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ai-tools.jpg) ### [ServiceDesk Plus is now open to the AI tools your team already uses](https://www.manageengine.com/products/service-desk/ai/zoho-mcp.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Standalone LLMs can simply advise your service desk, generate knowledge articles, or help technicians draft responses. But to make real impact, AI needs to understand the ITSM context and take action, requiring connections to your tool stack. Zoho MCP for ServiceDesk Plus gives any MCP-compatible AI client full context across your ITSM data along with the ability to take action directly in ServiceDesk Plus. [Learn more.](https://www.manageengine.com/products/service-desk/ai/zoho-mcp.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) ## Eight new extensions now live on the ManageEngine Marketplace We’re happy to announce the launch of eight new extensions for ServiceDesk Plus on the ManageEngine Marketplace. There are a total of six free extensions that elevate your IT service operations holistically, and two paid extensions that improve your HR service management and ServiceDesk Plus’ connectivity with other ITSM applications. ### ![Walk-In Support](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/date.png) [Walk-In Support](https://marketplace.manageengine.com/app/sdp/walk-in-support?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Bring walk-in requests into ServiceDesk Plus as trackable records, closing the gap between the counter and the queue. ### ![Parent-Child Request Association](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/request-association.png) [Parent-Child Request Association](https://marketplace.manageengine.com/app/sdp/parent-child-request-association?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Bring in request hierarchies into ServiceDesk Plus, linking related tickets and preventing partial closures. ### ![Major Incident Management](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/security.png) [Major Incident Management](https://marketplace.manageengine.com/app/sdp/major-incident-management?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Inculcate a dedicated workflow layer with structured escalation, cross-team coordination, and communication tracking for high-impact events. ### ![Conversation Tab Translation](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/conversation-tab.png) [Conversation Tab Translation](https://marketplace.manageengine.com/app/sdp/conversation-tab-translation?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Bring inline conversation translation directly into the ServiceDesk Plus ticket view. ### ![CI Impact Analysis](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/ci-impact-analysis.png) [CI Impact Analysis](https://marketplace.manageengine.com/app/sdp/ci-impact-analysis?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Surface impact data for any CI directly within the service desk console. ### ![Operational Level Agreements](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/operational-level-agreements.png) [Operational Level Agreements](https://marketplace.manageengine.com/app/sdp/operational-level-agreements?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Bring operational-level agreement tracking into ServiceDesk Plus alongside existing SLA management. ### ![ServiceDesk Plus Connector by Exalate](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/exalate.png) [ServiceDesk Plus Connector by Exalate](https://marketplace.manageengine.com/app/sdp/servicedesk-plus-cloud-connector-by-exalate?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Establish real-time, bidirectional ticket sync across code repositories, ITSM, and task management platforms so updates flow without manual re-entry on either side. ### ![SAP SuccessFactors](https://cdn.manageengine.com/sites/meweb/images/service-desk/newsletters/images/sap.png) [SAP SuccessFactors for ServiceDesk Plus Cloud](https://marketplace.manageengine.com/app/sdp/sap-successfactors-for-servicedesk-plus-cloud?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) Bring user account life cycle management, automated employee sync, real-time employee life cycle updates, and automated onboarding and offboarding workflows, helping streamline JML processes with ease. ## [Accelerate your compliance journey by weaving security into your ITSM workflows](https://www.manageengine.com/products/service-desk/itsm/itsm-compliance-solution.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) For most IT teams, compliance remains a siloed function, making compliance with regulations and standards harder than it should be. ServiceDesk Plus helps leverage ITSM practices as a compliance-enabler with security-first workflows by embedding security controls into them. [Explore how.](https://www.manageengine.com/products/service-desk/itsm/itsm-compliance-solution.html?utm_source=zcampaigns&utm_medium=nlmail&utm_campaign=SDP-NL-Apr-26-Gen) That's a wrap on this edition of the ServiceDesk Plus newsletter. We'll be back with more exciting news next month. Until next time! The ServiceDesk Plus team Contact: [hello@servicedeskplus.com](mailto:hello@servicedeskplus.com)