Zia Agents

Zia Agents

What is a Zia Agent?

To put it simply, a Zia Agent is a mini AI agent within ServiceDesk Plus that can interpret tickets, determine the appropriate response and carry out actions automatically.

So, what is the key difference between Zia and Zia Agents?

  1. Zia is an AI assistant that provides predictions and suggestions (e.g., category recommendations).
  2. Zia Agents are autonomous AI agents that execute tasks and workflows automatically.

How does it work?

Here are a few screenshots to help you understand:

When a requester sends an email reporting a printer issue, the system analyzes the content and the L1SupportAgent automatically sends a relevant approved solution based on detected keywords.





When a technician resolves or closes a ticket after requester acknowledgment, the RequestResolutionAgent automatically adds the resolution to the ticket.






Currently supported Zia Agents:

1. L1SupportAgent:

Analyzes the request subject and description, searches the knowledge base for approved or published solutions, and sends the most relevant solution to the requester via email.

2. IncidentReviewSummariser:

Analyzes the request and adds a post-incident review as a note to the request.

3. RequestResolutionAgent:

Analyzes the request, generates a concise summary and adds the final resolution to the request.

As mentioned earlier, this reduces the need for manual intervention and automates routine operations allowing technicians to focus on more complex tasks when needed.

Note: This feature was released in build 15220 and to use Zia Agents, ChatGPT integration must be enabled. Refer to the following documentation for more information about this feature.


If you are already using this feature, please share how you are using it, what problems it has solved and what's missing that could enhance/improve it further. We highly value your inputs and insights.