Zia Agents are AI-powered assistants that understand user queries, retrieve relevant information, and assist with actions. You can customize agents for your organization by configuring the required knowledge base articles and tools. These configurations define what information an agent can access, which service desk events it can observe, and how it will respond to user queries.
Zia Agents can be accessed through Ask Zia, the conversational bot.
Optimize service desk operations by reducing manual effort for technicians, improving response accuracy, and enabling faster issue resolution.
Role Required: SDAdmins
Quick Links
Go to Setup > Zia > Agents.
If you are accessing for the first time, click Create Agents.
Otherwise, enable Custom Agents and click Manage Agents.
You will be directed to the Zia Agent Studio.
Prerequisites
Before creating an agent, configure the following:
Tools: Allow agents to perform actions by using APIs.
Knowledge Base: Guides agent responses and behavior.
Tools are APIs that allow agents to perform specific actions.
Go to Tools.
Click New Tool Group.
Select the required APIs from the predefined list or upload a YAML file to create custom APIs.
The knowledge Base is a centralized repository of articles, FAQs, and documents that agents use to respond and take action.
Go to Knowledge Base.
Click Upload Files.
Upload files from desktop, Zoho WorkDrive, Zoho Learn, or Web Scraping.
Select the required files and click Upload.
Agents can be created manually from scratch or with assistance from Zia AI.
Go to Agent Studio.
Click the required option: Create From Scratch or Create with Zia AI.
Provide a name for the agent.
Create agents in four stages.
Provide the following details:
Agent Description - Purpose of the agent.
Vendor Configuration - Select the AI provider.
Model - Select the AI model.
Agent Resource Role - Describe the agent's function and scope.
Agent Instruction - Provide the necessary context and tasks that the agent should perform.
Click Continue.
Upload the knowledge base articles to control how the agent thinks, responds, and behaves.
Click Continue.
Select the APIs that define the actions the agent can perform.
Click Continue.
Review the additional settings and click Create.
Provide instructions to create the agent.
Click Generate.
Reply to the follow-up questions.
Review the generated agent details.
Click Create Agent.
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Created agents are listed under Agents.
Select the required agents.
Review the agent details.
Click Edit to make changes, if required.
Click Test Agent to validate functionality.
Click Deploy to activate the agent.
Deployed agents are available under Setup > Zia > Agents.
After deployment, configure who can access each agent.
Go to Setup > Zia > Agents.
Use the toggle to enable or disable the agent for technicians and requesters.
When enabled, the agent is available to all technicians and requesters, by default.
To restrict access:
Use the toggle button to enable or disable agents.
Click Manage Agents to create, edit, or delete agents.
Click the View 
icon beside the agent to view its details in the Zia Agent Studio.
Go to Ask Zia.
Click Zia Agents.
Enter the instruction or queries.
Ask Zia executes the requested action by using Zia Agents.
Creating post-incident reports (PIR) for major incidents can be time-consuming. The PIR Generator Agent simplifies this by automatically generating a structured report from a ServiceDesk Plus ticket by using the ticket ID.
The agent fetches ticket details and produces a comprehensive report covering the incident summary, timeline, root cause analysis, impact assessment, action items, and lessons learned.
Configure the PIR Generator Agent
Here are the step-by-step instructions to configure the PIR Generator Agent.
Prerequisites
Before creating the agent, configure the following tools in Zia Agent Studio:
|
Tool |
Purpose |
|
GetTicketID |
Retrieves the internal ticket ID from the display ID provided by the user. |
|
getTicketDetails |
Retrieves complete ticket details by using the internal ticket ID. |
Create YAML files and add the following APIs to fetch the ticket ID and ticket details.
GetTicketID API
GetTicketDetails API
Create Tools
Go to Tools.
Click New Tool Group.
Provide name for the tool group.
Under Schema, select Predefined Service and upload the YAML files.
Create the Agent
Go to Setup > Zia > Agents.
Enable Custom Agents and click Manage Agents. You are directed to the Zia Agent Studio.
Click Create From Scratch.
Basic Information
Provide the following details. Use the values given in the table to achieve this use case.
|
Field |
Value |
|
Agent Name |
PIR Generator |
|
Agent Description |
Generate a post-incident report from the ticket data |
|
Model Configuration |
Zoho |
|
Model |
Qwen Text 30b MOE |
|
Agent Role |
PIR Generation Specialist |
|
Agent Instructions |
Instructions to guide the agent are provided in the PDF. |
Click Continue.
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Knowledge Base
Upload relevant knowledge base articles to guide the agent. Click Continue.
Tools
Click Add Tools.
Select GetTicketID and getTicketDetails.
Click Continue.
Additional Settings
The PIR Generator agent is now ready to use.
How to Use the PIR Generator Agent
Go to Ask Zia.
Click Zia Agents.
Provide the instruction to generate PIR.
For example:
Generate PIR 2122925
Create a post-incident report for ticket 2122925
The agent fetches the ticket details and generates the PIR automatically.
PIR Output
The generated report includes the following sections:
|
Section |
Description |
|
Incident Summary |
Overview of the incident, including subject, category, priority, and status |
|
Timeline |
Chronological sequence of events from detection to resolution |
|
Root Cause Analysis |
Underlying cause of the incident based on ticket data |
|
Contributing Factors |
Factors that amplified the incident |
|
Impact Assessment |
Incident duration, affected users or services, and SLA breach status |
|
What Went Well |
Positive aspects such as detection speed and response coordination |
|
What Needs Improvement |
Gaps in detection, escalation, or process failure |
|
Action Items |
Follow-up tasks derived from the resolution and ticket data |
|
Lessons Learned |
Takeaways to improve future incident response |