Hi everyone,

We are evaluating the implementation of an AI-powered Level 0 IT Help Desk using Ask Zia Conversational Chatbot in ServiceDesk Plus Cloud (Standard Edition).

Our goal is to allow end users to describe their IT issues in natural language and have Zia automatically act as a help desk technician.

During our testing, we confirmed that Ask Zia can ask dynamic troubleshooting questions and follow-up questions without predefined conversation flows. However, this behavior only occurs when we explicitly instruct Zia to act as an IT support technician.

We would like Zia to adopt this behavior by default, without requiring end users to provide special instructions.

Specifically, we want Zia to:

1. Automatically act as a Level 0 IT Help Desk technician.

2. Understand the issue described by the user.

3. Ask relevant troubleshooting questions progressively, based on previous answers.

4. Search the knowledge base and suggest appropriate solutions.

5. Create a support ticket containing the collected information and troubleshooting steps if the issue cannot be resolved.

My main question is:

Is there a way to configure permanent instructions (such as a system prompt or custom agent instructions) for Ask Zia Conversational Chatbot in ServiceDesk Plus Cloud Standard Edition?

Or would this require Zia Agents, Enterprise Edition, or another solution?

We would prefer to achieve this using the native conversational capabilities of Ask Zia, without having to manually design conversation flows for each type of IT issue.

Thanks in advance for your help!