We're excited to bring expanded AI platform support to ServiceDesk Plus.

Along with ChatGPT and Azure OpenAI, you can now configure AI platforms such as Google AI, DeepSeek, SiliconFlow and Local LLM to power the following additional capabilities:

Generative AI Writing & Reply Assistants:

The Writing Assistant helps you create, refine and improve content directly within editor fields including email responses.

With Reply Assistant, you can generate email responses across supported modules making it easier to draft clear and relevant replies.

Zia Sentiment Analysis:

Zia Sentiment Analysis analyzes incoming request email conversations to determine whether the sender has expressed a positive, neutral or negative sentiment and displays the corresponding emoji on the request details page.

You can also configure third-party AI providers such as ChatGPT and Azure OpenAI to analyze the sentiment of conversations in requests and custom module records.

Solution Generator:

Zia Solution Generator helps technicians create knowledge base articles from simple prompts. It can generate the title, content and keywords in supported languages making it easier to turn solutions into reusable knowledge.

Ask LLM in Chat:

As part of the Chat feature enhancements, technicians can now use the AI Agent to understand user queries and provide relevant responses. This feature requires integration with ChatGPT or Azure OpenAI.

Visit our Beta site to get a quick look at these features under Admin > Apps & Add-ons > Integrations > Third Party. For Zia Sentiment Analysis, go to Admin > Zia > Zia Configurations.