Request Conversations

The following discussions are recorded as conversations in request details page:

Email exchanges between technicians, approvers, requester, or other request users
Notes added by technicians or requesters
System notifications triggered by ServiceDesk Plus Cloud

View Request Conversations

Click on the request list view.
Go to Conversations tab in the request details page.

Conversation Actions

The conversations are listed as a thread in the ascending order of the time when the notification was received. You can filter the conversations displayed to view only emails, auto-generated system notifications, or notes.

Expand/hover over a conversation to perform the following actions on each conversation thread:

Reply - Click to send reply only to the email sender.
Reply All - Click to send reply to Cc and Bcc users in the email.

While replying to requests, the reply will be sent to the email sender.

While replying to the request description or emails from the requester, the reply will be sent to the requester and On Behalf Of user.

Forward - Click to send the request details as an email.
Resend - Click to send the notification again to the sender, cc, and bcc users.

You can resend only technician/system notifications.

Split as New Request - Click to split the conversation into a new request.

Only conversations sent by requesters can be split into a new request.

Delete Conversation - Click to delete user responses appended as emails conversations.

Only technicians with Deleting Email Responses From Users permissions can delete conversations.

Use AI Providers in Conversations

While forwarding or replying to conversations, you can use AI providers to paraphrase your reply or refine grammar/spelling. To do this, enable Reply Assist under GenAI features.

Click on the editor.

Enter the text to be paraphrased/checked.
Click Generate and select Generate Reply or Refine Text. The AI provider will generate a response under Suggested Reply.
Click Copy Suggested Reply and paste the copied text into the forward/reply form.

Summarize Conversations

You can view the summary of all conversations and request details using Zia AI.

To summarize using Zia AI, administrators must enable Conversation Summary under Setup > Zia > Artificial Intelligence > GenAI Features. Learn more.

To summarize request conversations, click Generate on the Zia banner.

Guidelines for Summary Generation:

Summary generation will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features only if the following criteria are met:

At least 100 words are present in the description
At least 100 words are present in the resolution and the status is Resolved
At least three emails or notes are present in conversations

You can elaborate and copy the generated summary. Elaborated summary can also be shortened if needed.

If a request is updated with new information, you can regenerate the summary.

Guidelines for Summary Regeneration:

Summary regeneration will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features only if the following criteria are met:

If the subject is selected, the summary will be regenerated only if the subject is edited after the summary was last generated.
If the description is selected, the summary will be regenerated only if the description is edited after the summary was last generated and it contains more than 100 words.
If resolution is selected, the summary will be regenerated only if resolution is edited after the summary was last generated and resolution contains than 100 words.
If notes are selected, the summary will be regenerated only if a new note is added/edited after the summary was last generated.
Summary will be regenerated only if an email is received after the summary was last generated.

Technicians with Edit/Delete Request permissions can edit or delete the generated summary. Hover over the summary and click or .

Auto notifications will not be included in the conversation summary.

The last 10 conversations (up to 5 emails and 5 notes) will be analyzed to generate the summary.