Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

Hello everyone,

Note: We have updated this announcement on 13th March 2025.

As of 7th March 2025, the following name changes are made with respect to Zia. 

• Zia GenAI is updated as Zia 
• Zia Powered by GPT is updated as Generative AI
• Native Generative AI is updated as Open Source Models 

Zia is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access.

We are excited to announce the Beta release of Zia Native Generative AI in Zoho Desk, now available through our Early Access program. This model is designed to enhance the efficiency and quality of customer support, and we are inviting you to experience it firsthand. 

Important notes

• Zia is currently available in AU, EU, US, and India data centers.
• Zia currently supports 13 languages - English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, Hebrew. We are actively working on expanding language support even further.

In the fast-paced world of customer support, efficiency, accuracy, and personalization are crucial. With this in mind, we're introducing Zia GenAI in Zoho Desk. While AI is already a key player in the service industry, Zia stands out by leveraging native genAI models to address specific challenges, such as:

• High response times
• Repetitive nature of routine queries
• Inconsistent responses across agents
• Limited contextual understanding of customer issues
• Difficulty of extracting actionable insights from vast amounts of customer data
  
  

By tackling these challenges, Zia helps support teams deliver faster, accurate, and personalized customer experiences.

Zia's advanced AI capabilities

Building on the foundation of Zia’s earlier tools—such as sentiment analysis for understanding customer emotions, keyword tagging for better ticket organization, and anomaly prediction for identifying irregular patterns—Zia takes these capabilities to the next level. It offers a more sophisticated contextual grasp of customer interactions, enabling it to provide highly relevant and actionable responses. By streamlining routine tasks and enhancing response quality, Zia empowers agents to focus on more complex customer needs and elevate the overall support experience.

Zia's generative skills

• Contextual ticket summaries
  
  Zia provides concise summaries of incoming inquiries and previous conversations within a ticket. Agents can choose from different options, including recent, initial, or multiple ticket conversations (up to five), which cover all types of interactions—such as incoming, outgoing, forwarded, and public comments. This enables agents to quickly grasp the context and history of complex tickets, which ensures they can deliver informed, relevant, and efficient responses without having to read through lengthy ticket histories.
  
  For example, if an agent is handling a long-running issue, Zia can generate a summary of the latest ticket conversations or earlier interactions within the same ticket, helping the agent provide a more precise response while saving time.
  
  
  
  
  

• Efficient responses with AI assistance
  
  Zia analyzes customer inquiries and drafts responses based on the information available in the knowledge base articles. Whether it’s addressing policy-related questions or providing troubleshooting guides, agents can resolve issues faster.
  
  For example, a ticket enquiring about a refund for a recently purchased item can be answered without an agent's intervention. Zia can analyze the tone of the email and draft a formal response with details on how to go about with the refund based on its analysis of the KB articles. It can also include the links to the company's refund policy and commonly asked questions related to the customer's request.
  
  
  

• Personalized and empathetic interactions
  
  By analyzing the tone and sentiment, Zia helps agents draft responses that align with the emotional context of the conversation. Whether the situation requires an apology for a delay or a friendly response to a simple query, Zia ensures every interaction feels personalized.
  
  For example, a customer reporting a delayed refund should receive an empathetic and prompt response. For routine inquiries, Zia will be more likely to suggest a friendly, concise reply.
  
  
  
  
  

• Customizable response lengths
  
  Zia enable agents to tailor the length of responses to suit customer needs. Whether a customer requires an in-depth explanation or a brief summary, agents can choose the most appropriate format to ensure clarity and efficiency.
  
  For example, when a customer reports a technical error in the software, Zia can generate a detailed explanation to help resolve the issue or provide a concise troubleshooting guide based on the severity of the problem.
  
  
  
  
• Proactive knowledge base growth
  
  Zia flags gaps in the knowledge base by identifying customer issues without documented solutions. This helps organizations continuously improve their knowledge repository, equipping teams to address similar issues more effectively in the future.
  
  For example, if an agent encounters a unique issue without an existing solution, Zia notifies the team to create a new knowledge base article, helping future agents resolve similar problems more effectively.
  
  
  

• Data privacy and security
  
  Zia adheres to strict GDPR guidelines to ensure customer information remains secure. All responses are generated solely from the company’s knowledge base, and ticket data is not used for training purposes.

For more information on Zia and how to configure them, please refer to the detailed help documentation on 

Redefining Self-Service for the Customer Service Industry with Zia (Powered by Open Source Language Models)

To enable this feature in your Zoho Desk account, please don't forget to fill out the registration form to request access. We look forward to empowering your support team with the power of AI.

For any questions or assistance, the support team is available via email at support@zohodesk.com, or queries and feedback can be left in the comment section below.

Thank you, and have a great day!

Regards,

Varsha P

Zoho Desk - User Education

• Topic Participants

• Varsha P

  

• Zohoboy

  

• Shivani | Zoho Desk

  

• as

• Alhatab Admin

• Sticky Posts

• 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

  In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

• Using Agent Email Address as From Address

  Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

• Edit and Delete options in Comments

  A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

• Webinar 2: Supercharged customer support for growing business

  Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

• Customize Colors of your Customer Self Service Portal

  You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

• Recent Topics

• Queries on Project-Based Inventory Consumption and Proforma Invoice in Zoho ERP

  We would appreciate your clarification on how Zoho ERP plans to handle the following: Project-based inventory consumption without itemized sales orders Accurate project cost tracking along with inventory reduction Proforma Invoice usage We look forward

• Applying Excess Payments & Conflict Invoices Due to Cancelled Items

  I’m running into several issues that appear to stem from deeper-than-expected overlap between Zoho Finance (Books/Inventory) and Zoho POS. The level of coupling between these systems seems greater than what was originally communicated, and it’s leading

• Zoho Sprint Backlog View, filter by item status

  Hello, In Zoho Sprints, it would be great to be able filter out specific items in the Backlog based on their status. We would like to track items that were Removed from our backlog without seeing them constantly in the Backlog view, as this view should

• WATERFALL CHART IN ZOHO ANALYTICS

  Hi Team, I would like to know whether Zoho Analytics currently supports a Waterfall Chart as a built-in visualization type. If yes, could you please share the steps to create one? If not, is there any workaround or recommended method to build a Waterfall

• Export contacts from Bigin's mobile app to your Android device

  Hello everyone! We're happy to announce that you can now export customer contacts from the Bigin mobile app to your device. Scenario A small-scale business owner has two pipelines in Bigin—one for procuring raw materials and the other for selling his

• ASAP iOS SDK – Xcode Compatibility Update

  Hello everyone, We have been delivering the ASAP iOS SDK developed using Xcode 16.1 to provide Help Center support within mobile applications. Thus, ASAP iOS SDK versions upto 4.5.8 are compatible with development environments running in Xcode 16.1 and

• Sub form auto field population based on parent form

  I have a parent form called "Sites" with a text field called "Site". I have a subform called "Design Comments" (actual form name "Review Comments") with a lookup field name "Sites1" that looks up from the Sites form. I want the Sites1 lookup field to

• A note-taking app right inside your project management space

  How do you feel when you check off the last task from your to-do list after a long day at work? Euphoric, blissful, satisfied? Now, imagine completing the same checklist from your PM platform, without juggling tools. Sounds simple and handy? That’s exactly

• Email Forwarding: Maintain business continuity

  As an administrator, ensuring uninterrupted email communication is critical when a role-based employee is unavailable due to extended leave or a temporary role change. Emails from customers, partners, and internal teams must continue to be received and

• Tip #61- Collaborate live with Invite Technician- 'Insider Insights'

  Hello Zoho Assist Community! From the series of Technician Console, we will be exploring Session. Let's jump right into a brief overview. We’ve all been there: you’re deep into a complex remote session, and you realize you need a second pair of eyes.

• How to integrate Zoho CRM, Zoho Forms and a WIX Web Site

  Attached video demonstrates how to use Zoho Forms included in Zoho One, to design a Contact Us form to be embedded into a WIX web site and integrated into Zoho CRM.

• Bug Causing Major Sync & SO Access Failures in Zoho POS

  We are experiencing critical and recurring issues in Zoho POS that all trace back to role-permission handling defects in the latest POS app version. These issues directly affect syncing, login ability, and Sales Order access for role-restricted users

• Add Custom Reports To Dashboard or Home Tab

  Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad Announcement: The feature is being rolled out across DC's and Edition in phases. To know more refer to the announcement post here.

• Hiding Pre-defined Views

  You can enhance Zoho with custom views - but you cannot hide the pre-defined views. Most users focus on 4 or 5 views. Right now for EVERY user EVERY time they want to move to one of their 4 or 5 views - they have to scroll down past a long list of pre-defined

• why can't agent see accounts & contacts

  My new user, with 'Agent' privileges, cannot see records that don't belong to them. How can I give them access? Why isn't this the default configuration in Zoho?

• Sender Email Configuration Error.

  Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mail

• 【Zoho CRM】フィルター機能のアップデート：ルックアップ項目を使ったデータフィルタリング

  ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中からフィルター機能のアップデートをご紹介します。 ルックアップ項目を使ったデータフィルタリングがより詳細に行えるようになりました。 この機能は詳細フィルターとカスタムビューで利用でき、必要な情報を正確に取得できます。 これにより、タブ間を移動することなく、より深く正確な方法でデータを絞り込むことが可能になります。 ◉できること 詳細フィルターとカスタムビューで、ルックアップ先タブの項目が選択可能

• This will be long, Please bear with me - Next Gen Layout - Search

  In general, I think that Zoho are going in the right direction with the Next Gen UI. The latest update brings some nice improvements and all-in-all from a user's perspective I think the improvements are generally very good. However, there are some areas

• Zoho Books | Product updates | July 2025

  Hello users, We’ve rolled out new features and enhancements in Zoho Books. From plan-based trials to the option to mark PDF templates as inactive, explore the updates designed to enhance your bookkeeping experience. Introducing Plan Based Trials in Zoho

• Zoho Books | Product updates | August 2025

  Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.

• Quotes Approval

  Hey all, Could you please help in the following: When creating quotes, how to configure it in a way, that its approval would work according to the quoted items description, not according to quote information. In my case, the quote should be sent to approval

• Important Update: Facebook Pages API Deprecation

  Dear Zoho Analytics users, As of January 26, 2026, Facebook has officially deprecated Facebook Pages API version 18. This update involves the removal of several metrics that were previously supported by the API. As a result, these changes will affect

• Adding a Deal to and Existing Contact

  I want to easily add a Deal to an existing Contact. If I click on New Deal on the Contact page this currently this is what happens: All of the mandatory field (and other field) information exists within the Contact. Is there a simple way for it to automatically

• Custom SMTP is now available in Zoho Sign

  Hi there! Want to send Zoho Sign emails from your organization's or personal email server? Look no further! Zoho Sign has introduced custom Simple Mail Transfer Protocol (SMTP) for Enterprise users across all data centers. By enabling custom SMTP, you

• Email was sent out without our permission

  Hi there, One customer just reached out to us about this email that we were not aware was being sent to our customers. Can you please check on your end?

• Flexible Partial-Use Coupons (Stored Value Credits)

  Subject: Feature Request: Ability for users to apply partial coupon balances per transaction Problem Statement Currently, our coupons are "one-and-done." If a user has a $50 coupon but only spends $30, they either lose the remaining $20 or are forced

• Prevent accidental duplicate entry of Customer Ordersome

  Zoho Support has confirmed that Zoho currently does not have any method (using Deluge, flow or any other method) to alert a user when a sales order has been entered twice using the same customer reference number (i.e. a duplicate). Most ERP platforms

• Collapsing and expanding of lists and paragraphs

  hello Would you ever implement Collapsing and expanding of lists and paragraphs in zoho writer ? Best regards

• Migrating Brevo Automation Logic to Zoho Campaigns

  Hello Zoho Campaigns Support Team, I am in the process of migrating my email marketing from Brevo to Zoho Campaigns. I have around 10,000 contacts, which I have already successfully exported from Brevo and imported into Zoho Campaigns. I now need guidance

• Is there a way to delete workspaces?

  I want to remove one of the workspaces in my Campaigns account. I don't see any obvious way to do this. Am I missing something?

• New Custom View -Sorting the Custom fields

  While creating a New Custom View in invoice , Customers, Bills ,expense etc , the sorting of custom fields are not available , a query function "order by / sort by  " may also be included in  Define new criteria module  which will be more beneficial to

• Make CAMPAIGNS email look as simple as possible

  Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)

• [Webinar] Top 10 Most Used Zoho Analytics Features in 2025

  Zoho Analytics has evolved significantly over the past year. Discover the most widely adopted features in Zoho Analytics in 2025, based on real customer usage patterns, best practices, and high-impact use cases. Learn how leading teams are turning data

• Sorry! we encountered some problems while sending your campaign. It will be sent automatically once we are ready. We apologize for the delay caused.

  Hello. Lately we are having problems with some campaigns, which show us this error message. Sorry! we encountered some problems while sending your campaign. It will be sent automatically once we are ready. We apologize for the delay caused. We can't find

• Can I remove or divert certain contacts from an active Campaigns workflow?

  I have created a workflow in Zoho Campaigns, which sends different emails, once contacts have been added to a mailing list. To choose which email to send to the contacts, there are conditions, which divert contacts based on their company type and their company size. There was a subsection of this workflow, where company size wasn't selected correctly, and some contacts have been sent down the wrong path and received the wrong email. The workflow contains a reminder loop and a further series of emails.

• How to map fields from Zoho Recruit to Zoho People

  I've got these fields from my Job Offer that I'm trying to map to the Work information fields in Zoho People, but they arent showing up. For example, how do I get the department name field (in the job post) to map to the work information field in Zoho

• UTM in zoho campaigns

  Helloo everybody!!! Someone know how IF ZOHO CAMPAIGNS has UTM for tracking the url of any campaigns. thank u

• Full Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage

  Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses for

• Knowledge base printing

  I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format.   Bonus would include an index of keywords and

• Search not working!

  I have items in my notebook tagged but when I search for a tag nothing comes up! Any fix for this?

• Next Page