GenAI Features 

GenAI features enhance your service desk experience with advanced generative AI capabilities. It assists in everyday tasks like responding to user queries, generating content, summarizing conversations, and more..
Each feature can be configured with an AI provider, such as Zia (Zoho-hosted LLM), ChatGPT, or Azure OpenAI.

Role Required: SDAdmins

Enable GenAI Features

• Go to Setup > Zia > Artificial Intelligence > GenAI Features.

• Enable the toggle on the required feature card.

• Select the required AI provider.

• Click Confirm.

Change AI Provider

To modify the AI provider configured for the feature,

• Click on the required feature card.

• Select Configure AI Provider.

• Choose the required AI provider and click Confirm.

GenAI Feature Capabilities

Quick Links

Ask Questions

Asset Acknowledgement

Checklist Generator

Code Generator

Conversation Summary

Custom Script Generator

Microsoft Teams

Reply Assist

Request Auto Approval

Resolution Assist

Solution Generator

Text Assist

Workflow Assist

Ask Questions

Ask questions through Zia chatbot. You can also search for solutions outside the ServiceDesk Plus Cloud knowledge base.

The selected AI provider will be available as an action in Zia Bot.

For instance, if Azure OpenAI is configured as the AI provider, you can click Ask OpenAI on the Zia Bot to ask your questions.

Ask Questions Card

Zia Chatbot

Asset Acknowledgement

Acknowledge asset receipts by responding directly to asset acknowledgement or reminder emails.

Checklist Generator

Automatically generate relevant checklist items based on a request’s subject and description or a custom prompt provided by the user.
After the feature is enabled, the Checklist Generator option will be available in the following places:

• New/Edit Checklist forms

• New/Edit Checklist Template forms

• Checklist tab under Incident/Service Templates

• Checklist tab in the request details page

Generate Checklist  Items

• Click Checklist Generator.

• In the Checklist Generator pop-up, enter a prompt or select Use Request Details, then click Generate.

• Hover over items and click or to add or remove them.

• Use Items Count to modify the number of checklist items displayed.

• Use the Change Format option to choose the display format such as To-do List, Task Style, or Questionnaire.

• Click Add Items.

 To learn more about checklist actions, click here.

Edit Checklist
While editing an existing checklist, you can generate items that are not available in the checklist by using the New Items option.

Click Add Items to append new items or click Replace All to overwrite the existing checklist items.

You can also view usage trends for checklist generator in the GenAI Usage Trend widget under Dashboard > Zia Dashboard.

Code Generator

Generate code for custom functions with simple prompts.

Conversation Summary

Summarize user conversations and request details.

• On the Conversation Summary card, click Configure to select the request details to be summarized.

Custom Script Generator

With simple prompts, administrators can generate code for custom scripts by using the custom script generator.

To use the custom script generator, go to Setup > Zia > Artificial Intelligence > GenAI Features and enable Custom Script Generator. 

After the feature is enabled, administrators can use Code Generator in the custom script add/edit form. 

Microsoft Teams

Summarize ticket details in Microsoft Teams channels.

Reply Assist

Generate reply content or refine grammar/spelling in the reply content for request conversations.

Request Auto Approval

Predict approval actions (approve, reject, or need more info) for requests based on the reply emails sent by approvers and automatically apply the predicted action to requests. Click View Predictions to see the requests that are auto approved.

Resolution Assist

Use the Resolution Assist feature to generate a comprehensive resolution by leveraging request conversations or using prompts.

To use this feature, test

• Go to the Resolution tab of a request.
• In the resolution field, click on the Resolution Assist icon.
   

• In the pop-up that is displayed, select how you want to generate the resolution. You can use the last five request conversations or selected conversations, or you can generate resolution using simple prompts.
• If you want to generate resolution using the conversations, select By Source in the Generate Resolution drop-down. And select either Last 5 conversations or Selected conversations and choose the conversation you want to use. Select a template and click Generate.
   

• To generate resolution using prompts, in the Generate Resolution drop-down, select, By Prompt. Enter the prompt, select a template, and click Generate.
   

Solution Generator

Technicians can generate comprehensive knowledge base articles by describing the issue.

This is available in the Solutions module as well as in the resolution tab of requests.

• Click the Solution Generator option on the solution list view or the add/edit solution form.

• Provide the summary of the issue in a prompt. The AI provider will generate a solution with a title, description, and keywords.

• The generated solution can be modified in length and tone, if needed, by using the Change Length and Change Type options.

Additionally, you can use the Solution Generator while saving a resolution as a solution from the resolution tab of a request.

• To do that, click Save and Add to Solutions in the Resolution.
   

• In the pop-up that opens, click Solution Generator.
   

• Solution will be generated. You can fine tune the content using prompts. Once you get the required solution, click Add Generated Solution.
   

• Finally, click Add and Approve.
   

Generate Solutions from the Actions Menu

You can also generate a solution from the Actions menu.

To generate a solution,

• Open the Actions menu and click Generate Solution.

• In the pop-up that opens, select how you want to generate a solution. You have the following options: By Prompt or by By Source (Request Conversations)
• By Prompt: Select this to generate a solution based on a prompt.

• By Source: Select this to generate a solution based on request conversations. You can choose to include all conversations or only a select few conversations.

Once the solution is generated, click Add Generated Solution to add it to your solution list.

Text Assist

Generate context-based content, improve grammar and spelling, translate text, and more. You can use Text Assist in rich text editors across the application.

• Enter the text. Click Generate and select Generate Reply or Refine Text. The response will be added under Generated Text.

• For the generated text, you can change the length, tone, or language..

Workflow Assist

You can access Workflow Assist from the workflow editor page. It helps you build and optimize workflows with simple prompts or images. It can suggest steps, auto-fix incomplete nodes, summarize workflows, and configure conditions, approvals, and notifications. Learn more.