Zia, Zoho's AI assistant for business, now helps organizations bridge the gap between end users and the IT service desk. As a potential first point of contact, Zia reduces service desk teams response time and helps significantly increase end-user satisfaction rates. Zia is currently available across all editions of the cloud version of ServiceDesk Plus.
Answers straightforward questions such as inquiries into the contact details of a person or team, or the ticket count.
Scours ServiceDesk Plus database to answer more complicated questions. For example, Zia can search requests based on their priority level and identify tickets that have violated SLAs.
Invokes service desk operations, such as logging a request or adding notes, through appropriate inputs at every stage of an interaction.
Offers users support across multiple platforms, including chat on the web client and native mobile apps, and voice calls on mobile apps.
Allows service desk teams to build and deploy custom Zia actions ranging from direct answers to invoking actions in third-party tools like JIRA.
Construct comprehensive conversation workflows for common issues and frequently asked questions.
View detailed information about Zia's setup and other configurations.
IT service desk teams can build custom no-code and Deluge-based Zia actions from the Zia developer console. These actions can include answering direct questions, pulling information from ServiceDesk Plus, and triggering service desk operations. Below are four simple steps to create and access custom Zia actions.
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Go to the Zia developer console from the Zia chatbot settings page under the ServiceDesk Plus admin section.
Add a custom action from the Customize tab. Enter any questions, commands, or phrases that Zia should recognize.
Tell Zia how to respond by writing a direct answer or constructing Deluge scripts.
Press Ask Zia in ServiceDesk Plus, or Zia Voice in the mobile app. Enter any of the predefined custom phrases to invoke your custom Zia action.
