Introducing Zia AI Agents in ServiceDesk Plus Cloud
Hello ServiceDesk Plus users,
We're excited to announce the general availability of Zia Agents in the cloud version of ServiceDesk Plus.
Register now for our free training on Zia Agents for ServiceDesk Plus
Apr. 7, 2026
3pm AEST | 11am CDT |
Register for the time zone of your choice
AI agents for every ITSM need: Deploy a roster of AI agents for your service desk's use cases and demands.
Zia Agent Studio: Leverage a no-code workspace where you can build, test, and deploy custom agents from scratch or with built-in AI assistance.
Multi-Agent Orchestrator: Pair a master agent with a network of specialized sub-agents to handle complex workflows.
Note: The Zia Agents feature is available on the Enterprise edition of ServiceDesk Plus for customers whose instances are hosted in US, India, EU, and Australia. It is currently in Early Access Mode in the Canada and China data centers. If you are on Professional or Standard edition and would like to upgrade, please write to us at sales@manageengine.com.L1 Service Desk Specialist Picks up new tickets, categorizes them, sends a first response, and works toward a resolution without a technician. Escalates to a human if the issue remains unresolved. | SecOps Assistant Delivers context-aware guidance at every step of incident response, drawing on internal runbooks and external tools to check for known vulnerabilities and assess the maliciousness of suspicious URLs. | CI Health and Impact Analyzer Analyses historical incidents, problems, and changes linked to any CI to surface patterns and past impact data. When integrated with ITOM tools, it pulls in live alerts and outages for richer, real-time context. |
Resolution Assistant Steps in when a ticket is closed without a resolution, analyzes the conversation, and drafts a clear, concise resolution to keep every record complete and consistent. | HR Assistant Serves as the first point of contact for HR policy questions, guides employees through key processes like onboarding and offboarding, and escalates to the HR team when a query needs further assistance. | Microsoft Entra ID User Manager Handles Microsoft Entra ID user management directly from the service desk by creating users, managing groups, enabling or disabling accounts, and updating profiles. |
Help Desk Coach Reviews completed tickets and delivers concrete insights to help your service desk team continuously improve how they handle requests and serve end users. | KB Generator Continuously monitors resolved tickets for KB creation opportunities and automatically drafts and publishes articles to deflect similar tickets in the future. | PIR Generator Drafts professional PIR reports that capture everything from detection to resolution, with the flexibility to customize the format and structure of the report. |
How do you access Zia Agents?
To get started with Zia Agents in your ServiceDesk Plus instance, navigate to Setup > Zia > Agents.
From here, you can navigate to Manage Agents, which will direct you to the Zia Agent Studio, a no-code workspace from where you can build, test, and deploy the custom agents you create. For more details on getting started, see the Zia Agents help document.
We can't wait to hear what your teams do with Zia Agents! Drop your questions, thoughts, and first impressions in the comments below.
Regards,