Upcoming enhancements on Claude Integration, New Variables for Request Email Notifications and Ask Zia Enhancements in ServiceDesk Plus Cloud.

Dear Users,

We’re pleased to share an important announcement about the upcoming enhancements on Claude Integration, New Variables for Request Email Notifications and Ask Zia Enhancements in ServiceDesk Plus Cloud.

Below is a brief run-through of the same.

Enhancements

Analytics Charts in Ask Zia

Ask Zia now generates charts for analytical queries, making it easy to visualize trends, compare grouped data, and understand aggregated information.
Note: This feature is available to technicians who have permission to access the relevant modules.

Claude Integration

ServiceDesk Plus Cloud now supports Claude (Anthropic) as an AI provider for Ask Zia (conversational bot), GenAI Features, and Cluster Analysis for improved performance.
To enable the integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Claude.

New Variables for Request Email Notifications

Request email notifications now support the following variables:

Updated Request Properties

Use ${updated_properties} to display the previous and new values of updated request fields in the following notifications:

Notify the requester when their request is updated
Notify requester when a request is updated by editor
Notify technician when a requester edits the request
Notify technician when the request is updated by the editor
Notify group members when a request associated with the group is updated
Request notifications under Custom Actions

Resource Summary

Include resource details with or without cost in service request approval notifications and custom request notifications using:

${ResourceSummaryWithCost}
${ResourceSummaryWithoutCost}

Note: Resource details are displayed when the email is sent in Rich Text format, which can be configured under Notification Rules.

Cancellation Comments

Include comments provided when a technician approves or rejects a request cancellation raised by a requester:

${cancelation_approval_comments}: Displays the comments added for approving a cancellation request raised by a requester in the following notifications:

Notify requester when their request is cancelled
Select technicians to notify when a request is cancelled

${cancelflag_rejection_comments}: Displays the comments added when rejecting the cancellation request raised by the requester in the following notification:

Notify requester when a flag raised is cancelled

Ask Zia Enhancements

Invoke Zia Agents Directly from Ask Zia

You can now invoke configured Zia Agents directly from Ask Zia without switching tabs. Ask Zia detects the matching agent for your query and invokes it within the same conversation, giving you unified access to both Ask Zia and custom agent capabilities.

User-Based Connection Authentication for Zia Agents

You can now run Zia Agents using your own credentials.
Configure Agent Identity as User or Shared Admin under Setup > Agents > Custom Agents to determine whose credentials are used to authenticate the agent’s connection.