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.
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.
Multi Agent allows you to connect multiple agents to execute complex, multi-step workflows. Click + Multi Agent to create and configure a coordinated agent group.
The screenshot shows the Helpdesk Coach Orchestrator agent, which evaluates technician's performance on service desk tickets. It works with two sub-agents: Helpdesk Coach to analyze tickets and generate feedback, and Feedback Note Poster to add the feedback as an internal note to the request.
Store provides a catalog of ready-to-use agents for common business scenarios such as email sorting, lead management, ticket routing, recruitment, and more.
You can browse agents by category, filter them by rating, or search for specific agents. Click any agent to view its details and add it to your account.
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.
You can access Zia Agents from Ask Zia or via custom triggers.
Interact with agents through the conversational bot. To do this,
Go to Ask Zia.
Click Zia Agents.
Enter the instruction or queries.
Ask Zia executes the requested action by using Zia Agents.
Create a custom function by using the Agent API details and execute it through a trigger. Click here to learn more.
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 |
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Analyzing and resolving incoming tickets manually can be time-consuming and may delay response times. The L1 ServiceDesk Specialist Agent helps address this by automating ticket classification, searching the knowledge base for relevant solutions, applying resolutions, and notifying the requester without manual intervention.
This agent can be invoked by using a custom function and executing it through a Request Custom Trigger on the Request Created event.
Follow the instructions given below and use the code snippets as directed to build the L1 ServiceDesk Specialist Agent.
|
Tool |
Purpose |
|
Retrieves available priorities for the request |
|
|
Retrieves available categories for the request |
|
|
Updates the priority, category, or status of the request |
|
|
Searches the knowledge base for a solution matching the ticket subject |
|
|
Adds the matched solution as the ticket resolution |
|
|
Sends a resolution email to the requester |
Prerequisites
Before creating the agent, configure the following tools in Zia Agent Studio:
Create Tools
Go to Tools.
Click New Tool Group.
Provide a name for the tool group.
Under Schema, upload the tools in the YAML file format.
Note: Copy the code snippets given in the PDF and add them to your YAML files.
Create the Agent
Go to Setup > Zia > Agents.
Enable Custom Agents and click Manage Agents. You will be directed to the Zia Agent Studio.
Click Create From Scratch.
Basic Information
Provide the details as given in the table:
|
Field |
Value |
|
Agent Name |
L1 ServiceDesk Specialist |
|
Agent Description |
Automatically classify, resolve, and notify requesters for incoming tickets |
|
Model Configuration |
Zoho |
|
Model |
Qwen Text 30b MOE |
|
Agent Role |
L1 ServiceDesk Specialist |
|
Agent Instructions |
Instructions to guide the agent are provided in the PDF. |
Click Continue.
Knowledge Base
Upload relevant knowledge base articles to guide the agent's responses. Click Continue.
Tools
Click Add Tools.
Select all six tools configured in the prerequisites.
Click Continue.
Additional Settings
Review the configuration and click Create.
Configure the Custom Function and Trigger
Get Agent API
After deploying the agent, retrieve the Agent API URL from the Integrate tab in Zia Agent Studio.
Open the agent in Zia Agent Studio.
Click the Integrate tab.
Under Developer Interface, select Agent API.
Copy the Endpoint URL.
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Use this URL in a Deluge custom function to invoke the agent. The custom function must:
Obtain an OAuth access token
Extract the ticket ID, display ID, subject, and requester email from the request object
Build the user message with ticket details and the required actions
Pass the systemArgs with the request ID for each tool
Call the agent endpoint by using an HTTP POST request with the required headers
Custom Function
Use the custom function given in the PDF to execute the L1 support specialist agent.
After creating the custom function, execute it through a request custom trigger configured for the Request Created event.
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How It Works
When a request is created, the agent performs the following steps automatically:
Fetches the available priorities and categories for the request.
Assigns the appropriate priority and category based on the ticket subject.
Searches the knowledge base for a matching solution.
Adds the ticket resolution as a conversation and marks the request as Resolved.
Sends a resolution email notification to the requester.
If no matching solution is found, the ticket is classified but left open for manual resolution by a technician.
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