New features and improvements in Desk's integration with Zia powered by GPT 

New features and improvements in Desk's integration with Zia powered by GPT 

Hi everyone,


We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements and examples of how they can benefit the support teams:

Response generation using Zia and ChatGPT

Zia can generate responses for agents to send to customers using data from the open-domain and from ChatGPT, knowledge base, or a combination of both. Zia will analyze the support ticket content and recommend responses based on the configured options.


Example:

  • Both knowledge base and ChatGPT: If a customer asks about a particular product and Zia is unable to find the information in the knowledge base, it will use ChatGPT to generate an informed response from the open-domain.

  • Only ChatGPT: For those who prefer Zia to use a broad range of knowledge, this option allows responses to be generated solely from open-domain knowledge, ideal for general inquiries.

  • Only knowledge base: Companies with a comprehensive knowledge base can configure Zia to restrict responses to this content, ensuring customers receive information directly from curated resources.

 


GPT model selection

Users can now choose the specific GPT model Zia uses to generate responses, including GPT-3.5 Turbo, GPT-4o, GPT-4 Turbo, and GPT-4o Mini. This allows for tailored response capabilities, balancing performance with cost-effectiveness.

For example:

  • GPT-4 Turbo: For support teams handling complex inquiries that require more detailed responses, GPT-4 Turbo offers enhanced accuracy and depth.

  • GPT-4o Mini: For high-volume, less complex inquiries, GPT-4o Mini provides a cost-effective solution without compromising on quality.


Ask a Question

Agents can ask Zia about their query, and based on the configuration, Zia can fetch an answer from the organization's KB articles, ChatGPT, or both. When both options are selected, Zia will first look for an answer in the KB articles then in open-domain using ChatGPTs generative AI capabilities.  




Multi-language support

Zia supports 13 languages, including English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, and Hebrew, to facilitate multilingual support. This enables agents to provide responses to customers in any of these languages. For companies operating in multiple regions, Zia can help respond to customer inquiries in their native language to ensure better customer satisfaction across the globe.


Tone analysis and length selection

Tone of Zia’s responses can be customized to match the brand voice. Users can choose from formal, informal, diplomatic, assertive, or humorous tones and also adjust the length of the responses.




These enhancements are now live and available to users across EU, AU, US, and IN data centers. For more information on these features and how to configure them, please refer to the detailed help documentation on Zia powered by GPT.


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

 


    • 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

    • New UI for Writer - Disappointed

      I've been enjoying Zoho Writer as a new user for about 6 months, and I really like it. One of my favorite things about it is the menu bar, which you can hide or leave out while still seeing most of your page because it is off to the left. I think this

    • The reason I switched away from Zoho Notebook

      My main reason for switching to Zoho was driven by three core principles: moving away from US-based products, keeping my data within India as much as possible, and supporting Indian companies. With that intent, I’ve been actively de-Googling my digital

    • Introducing the enhanced Zoho People integration

      We're excited to announce an enhancement to the integration between Zoho Recruit and Zoho People, designed to streamline your data management processes and boost efficiency across your recruitment and HR workflows. With this latest update, you can now

    • Zia should track how customer relationships evolve over time

      Here's a feature idea that I've been thinking about The Problem Zia is great at analyzing individual interactions email sentiment, call transcription, best time to contact. But here's what it can't do: tell you how a relationship has evolved over time.

    • Add an option to disable ZIA suggestions

      Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow

    • Filter our rejected quote items from the inventory quote template

      Hello, I am trying to have rejections at the line level on my quotes so I can track what items are often removed, I do not want to claim the whole quote as lost just the individual items for better data tracking. However I cannot figure out how to filter

    • Error AS101 when adding new email alias

      Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

    • Gamescope is leveling upto Motivator for Zoho CRM

      Hello,   As you are aware, we recently made Motivator for Zoho CRM available for Zoho One, CRMPlus and CRM Ultimate editions. Since Motivator has all the features of Gamescope and even more advanced gamification, we are planning to EOL Gamescope on 30th

    • Print JV of an Expenses in ZohoBooks

      When an expense is created in Zoho Books, the related journal entry can be viewed at the bottom of the expense record. However, when printing the expense, the journal entry is not included in the printed document, and there does not appear to be an option

    • Kiosk waiting for completion breaks previous field updates from occurring, yet timeline of record show changes

      hi 1) I set to statuses on a Get record . 2) Next i run a function and capture the result i.e. wait for completion 3) Then a Screen The record's timeline show the status changes. Yet the record has not changed. I can repeat this. I had another route in

    • Write-Off multiple invoices and tax calculation

      Good evening, I have many invoices which are long overdue and I do not expect them to be paid. I believe I should write them off. I did some tests and I have some questions:  - I cannot find a way to write off several invoices together. How can I do that,

    • Partner with HDFC And Sbi Bank.

      Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.

    • Print shipping label on Zebra Label printer from ZOHO Creator deluge

      Hi All, Allow me to guide you through the process of printing a shipping label from ZOHO Creator to a Zebra label printer (ZD421D). Step 1: To start, configure the SendFileToPrinter API, which enables the transmission of a file to a Zebra Link-OS printer.

    • Simple Custom Function to Update Candidate status

      Hi folks, We are currently using Zoho Recruit and have sources from where candidates are applying. Currently all candidates are being set to 'Associated' when they apply via 3rd party sources but that is not useful for us under our business process. I

    • Zoho FSM Work Order Creation Failure

      Hello FSM team and Latha, This automation is built in Zoho Creator and is triggered when a “New Repair Order” is created or updated through form submission. Once the form is submitted, the script automatically retrieves the related customer and company

    • Options on the New Auto Logged In User Profile for the Name Field

      Hi, I love the new function, but when used it automatically formats the record and therefore the export with comma separated values, so id you enable First Name & Last Name it puts "First Name, Last Name" rather than just "First Name Last Name". Could

    • Zoho Practice Roadmap

      Hi - interested to understand the roadmap for this product. I think a number of people are watching to see if this is receiving investment prior to exploring more - but it appears to be very quiet on the development front.

    • CRITICAL DOWNTIME IN ZOHO PRACTICE!! NO RESPONSE FROM SUPPORT TEAMS

      Dear Team, We are randomly unable to login to Zoho Practice since this morning. All our team members are reporting this issue. Work has come to a grinding halt and we are not getting any support or answers. This is a highly serious matter of concern for

    • Tip 49#: Obtaining global reports in Zoho Sprints

      Zoho Sprints comes with data analysis capabilities like reports and dashboards that enable the project teams to introspect quantifiable information. These reports and dashboards are project specific. Recently, a user contacted us regarding a requirement

    • Clone entire dashboards

      If users want to customize a dashboard that is used by other team members, they can't clone it in order to customize the copy. Instead they have to create the same dashboard again manually from scratch. Suggestion: Let users copy the entire dashboard

    • Zoho Cliq REST APIs v3 : A complete guide to what's changed and why 

      APIs are not just consumed by a developer with numerous automations and a series of open browser tabs. They are parsed by LLMs, fed into agent pipelines, and auto-completed by AI coding assistants that have zero tolerance for inconsistency. A verb tucked

    • Allow native Webhooks to authenticate via Connections

      Allow native Webhooks to authenticate via Connections (Basic Auth) instead of plaintext custom headers Summary Please allow native Webhooks (Workflow Rules > Instant Actions > Webhooks) to authenticate against the destination endpoint using the existing

    • Zoho desk extension update custom field

      Hi all, I'm trying to update a custom field in my zohodesk extension. But the documentation is fairly unclear. The custom field is named "testveld". The api name is cf_testveld I'm trying to update it like this: ZOHODESK.set('ticketForm.cf_testveld',

    • Zoho Expense Auto Tracking Sync Fails "Request Timed out"

      I am testing this feature to move away from MileIQ who significantly raised their prices. It seems to be tracking but it is not syncing unless I manually perform a resync under "Drives pending Sync". I am not sure what would be causing this, as some drives

    • Zoho projects dependancies is a joke

      About to cancel our Zoho One subscription because Zoho Projects is a mess. Can't build a proper progream in it because the dependancies doesn't work properly. Can't believe this software is promoter as a project program when one can't even build a proper

    • How to show product cards in your chatbot

      Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,

    • Zoho Team Inbox - roadmap

      Hi, would be good to understand the Teaminbox roadmap, in particular: 1. API / Zoho Deluge connections. We have a process where the each email needs to be either tagged or assigned daily. It would be great if we could automate a 5pm alert for any exemptions

    • Zoho Projects Coming to CRM Teamspaces

      Availability: The US DC Standard Edition is now available. It will be rolled out to customer accounts in all DCs in phased manner. Hello all, You are probably already familiar with Teamspaces, the dedicated workspaces where teams organize the CRM modules

    • Canva Integration

      Hello! As many marketing departments are streamlining their teams, many have begun utilizing Canva for all design mockups and approvals prior to its integration into Marketing automation software. While Zoho Social has this integration already accomplished,

    • Editing Draft Fixed assets

      I have a few Fixed Assets still currently in Draft Status that I need to edit. I need to edit the Fixed Asset Type, the Fixed Asset Account, the Accumulated Depreciation account and the Depreciation account. Once I have done it and attempt to "Save as

    • Zoho Status Pages: Our Domain Has Changed — Here's What You Need to Know

      We're making a change to how you access Zoho Status Pages. Our status page domains have been updated to provide a more consistent and region-specific experience across all locations. If you have the old domain bookmarked or referenced anywhere — emails,

    • The Social Wall: May 2026

      Hello everyone, This month, we're excited to introduce two powerful features designed to help you create more engaging content and streamline your team's communication workflow. Adding audio via Zoho Social Audio is one of the biggest drivers of engagement

    • SalesIQ : How to disable "Idle chat handling" ?

      Hello SalesIQ Team. SalesIQ, How to disable "Idle chat handling" ? I would like to disable the option “Automatically close chats that have been idle for a specified amount of time.”

    • Zoho Webinar - Sharing System Audio (NOT AVAILABLE)

      Hi, We are having a serious problem with Zoho Webinar. In the webinars we run, we very often share the audio from a video we are streaming directly from YouTube or other applications. Until recently we were using Zoom, but as we use other Zoho applications

    • Customising Outcome drop down

      Is it possible to customize the drop down list for appointment outcomes?

    • Automate Backups

      This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

    • Partial payments for retainer invoices

      When a customer does not pay the entire retainer invoice there is no way to apply a partial payment. PLEASE add this function.

    • Custom Display Field for Lookup Dropdowns in Zoho CRM

      Could Zoho CRM support changing the display field in lookup dropdowns, like Zoho Creator does? This would make it much easier to select the right record by showing a more useful field instead of only the default one. It would improve speed, clarity, and

    • Create custom field in multiple modules

      I am trying to create some custom fields that will be in both leads and contacts module without having to create them separately and then mapping them. How is that performed? it is too time-consuming to create 20+ fields and then do the same thing in a different module when they carry the same info. The idea is that when we get a lead from web site, there are items that we capture and once that lead is a client and moved to Contacts, that info should come over. So trying to find an easy way to create

    • Add Specific Identification as an Inventory Costing Method

      --- Business Context We are a security systems distributor handling high-value, serialized products such as IP cameras, NVRs, and RAID storage systems. Each unit is uniquely identified by a serial number and arrives in separate shipments at varying purchase

    • Next Page