A natural language chatbot with GenAI capabilities that understands queries and provides intelligent responses. You can interact with Ask Zia through text, image, or voice.
The conversational bot is supported only in English.
Ask Zia can create requests and add notes/tasks in the Requests module, and retrieve data from Requests, Problems, Changes, Assets, and Tasks.
Flexible Interaction: Supports text, image, and voice input.
Smart Assistance: Provides intelligent support to users.
Solution Assistance: Retrieves solutions from the ServiceDesk Plus Cloud knowledge base and external sources.
Data Management: Fetches or updates data, creates requests, and provides relevant information from the knowledge base through conversations.
Ask Zia is supported by the following AI providers:
Zia (Zoho-hosted LLM) is available only for the Enterprise edition.
Zia (Zoho-hosted LLM) uses the zia-qwen-2.5-32b-instruct-zlabs model.
Use Case 1: Get Quick Solutions
Sheeba, a marketing manager at Zylker, an advertising agency, plans to send an email campaign on </>. But she initiates the campaign, she encounters an error due to misconfigured Simple Mail Transfer Protocol (SMTP) settings.
She searches the web for solutions, but is quickly overwhelmed by the irrelevant results. Then, she opens Ask Zia and types: "My email campaign isn’t sending to all recipients due to an SMTP error."
Within seconds, Ask Zia provides the right troubleshooting guide. By following the steps in the guide, Sheeba quickly resolves the issue and sends out the campaign on time without having to scroll through irrelevant search results.
Use Case 2: Create Incidents Quickly
Alex is working from home, preparing for an important client call. Half an hour before the meeting, he realizes he cannot connect to the company VPN.
Before raising a request, Alex seeks help from Zia and types: "I cannot connect to the VPN."
Zia provides troubleshooting steps along with relevant article links. Alex follows the suggestions, but the issue remains unresolved.
He then asks Zia to create a request. Zia prompts him to select a template, and upon selection, it directs him to the Add Request form. Their conversation is automatically added to the request description. Alex marks the request as high priority, fills in the required fields, and clicks Add Request.
The bot creates the request and shares the request ID with him.
The technician is instantly notified of the high-priority issue. The technician quickly reviews the pre-filled context and takes immediate action. Within minutes, the VPN issue is resolved, allowing Alex to join his client meeting on time without any disruption.
Use Case 3: Weekly Progress Overview
It's a Monday morning, and Shawn, the IT department manager, wants to review his team’s performance in the past week.
Instead of navigating through multiple dashboards, he opens Ask Zia > Analytics Plus and types: "Show all requests by status."
Within seconds, a detailed chart is displayed, categorizing requests as open, resolved, on hold, and closed. This real-time, conversational approach enables Shawn to assess team performance quickly and make informed decisions without switching between dashboards and tracking tools.
Note: To use the Analytics Plus bot inside Ask Zia, the following criteria must be met:
You must be an SDAdmin in ServiceDesk Plus Cloud.
You must have access and subscription for Analytics Plus.
Analytics Plus must be integrated with ServiceDesk Plus Cloud.
Go to Setup > Zia > Zia Chatbot > Chatbot Customization.
Click Customize on the top-right of the page.
Select the bot type as Conversational.
Provide a name for the bot. By default, it is Ask Zia.
Select the bot theme.
Choose the bot avatar. To add a custom avatar, click the plus icon.
Enter a welcome message.
Under Bot Settings, select the required options:
Make chatbot available to requesters
Show image upload option
Enable voice input
Search solutions from external sources
Select the following bots to include into Ask Zia. Only SDAdmins can access these bots.
Help Center - Assists users by providing information from the ServiceDesk Plus Cloud knowledge base.
Analytics Plus - Provides statistical insights through charts.
Note: To use the Analytics Plus bot inside Ask Zia, the following criteria must be met:
You must be an SDAdmin in ServiceDesk Plus Cloud.
You must have access and subscription for Analytics Plus.
Analytics Plus must be integrated with ServiceDesk Plus Cloud.
Click Save.
If Ask Zia is disabled, you are prompted to configure the AI provider.
Select the required AI provider and click Confirm.
Click Reset at the bottom of the page to set all fields to default values.
After enabling Ask Zia, you can access it from the navigation menu.
If you want to modify the AI provider for Ask Zia - Conversational Bot,
Go to Setup > Zia > Zia Chatbot > Ask Zia.
Click the three vertical dots and select Configure AI provider.
Select the required AI provider and click Confirm.
Ensure ChatGPT and Azure OpenAI is enabled under third-party integration to configure them as an AI provider.
Click Ask Zia from the navigation menu.
Select the required bot option: Ask Zia, Help Center, or Analytics Plus. Only SDAdmins can use the Help Center and Analytics Plus bots.
Conversations are not stored. The chat will be cleared when the page is refreshed.
Provides answers for direct questions, retrieves specific data, or performs certain actions based on the given instruction.
You can use canned prompts or type your instructions/questions in the chat box to perform the required action. You can also provide input via images or voice.
Available canned prompts are listed below:
|
Canned Prompts |
||
|
Create an Incident |
Create Service Request |
Search Solutions |
|
My Overdue Requests |
Update Request Status |
Add Note to Request |
|
My Open Tasks |
Quick Incident |
Latest Response to Request |
|
Merge Request |
Search External Solutions |
Link Requests |
|
Update Request Status |
My Open Problems |
All Open Problems |
|
All Open Releases |
My Pending Approvals |
My Assets |
|
Add Resolution to Request |
My Open Changes |
My Overdue Requests |
|
Send Reply to Request |
Pickup Request |
Assign Technician |
|
Find Similar Tickets |
Add Task to Request |
- |
Provides answers about the ServiceDesk Plus Cloud application with links to relevant knowledge base articles.
Help Center uses a locally hosted zlabs-qwen3-30b-instruct-v1 model for processing user queries. Additionally, it leverages Retrieval-Augmented Generation (RAG) service hosted in the US Data Center (DC). This service is trained with knowledge base articles.
To use Help Center,
Click Help Center in the chat box.
Type your question and click Send Message 
. The response is displayed with source links, if applicable.
Provide feedback on the answer by clicking the Like or Dislike icon.
Use the Copy icon to copy the content to your clipboard.
Click Regenerate to get alternative versions of the answer (different wording, additional details, or corrections to unclear/incomplete replies).
Retrieves data from the application based on your question and presents it in statistical or visual formats.
Click Analytics Plus in the chat box.
Use the toggle at the top of the page to enable or disable the conversation mode. Conversation mode is available only in English.
Type your question and press Enter. You can also provide voice input.
Set your preferred language in Language Settings 
.
Use Recent Questions to revisit previously asked questions.
Use Suggested Questions to explore predefined, related queries.